Empower your business with smart software choices

IT

had been years since I worked at SmartSchool, a company that outfitted schools with smartboards, tablets, and whatever tech was trending in education. So when my phone rang with a call from Yonina, my old boss, I was intrigued.

“We’ve got a bit of a problem,” she said, skipping the small talk. “You know how we work, and with your software expertise, you’re the best person to help us fix this.”

I leaned back, amused. “Well, I do have some great memories from my time there. Let’s hear it — what’s the disaster?”

The following week, I walked into the SmartSchool office. Some faces had changed, but plenty were still familiar. After catching up on company gossip — who left, who got promoted, which department was feuding with IT — I joined Yonina in the conference room.

Yonina sighed. “We had a new internal system built to handle everything — tracking data, designing classrooms, ordering supplies, scheduling installations. It should make our lives easier. But no one’s using it. The team says it’s too frustrating, and they’d rather stick to their old spreadsheets and emails. We put a lot into this system, and it would be a huge waste if we can’t get people to adopt it.”

I bit my tongue instead of saying what I was thinking: You should have called me before rolling this out. But hey, better late than never.

“Yonina, the problem usually isn’t the system itself — it’s the UX/UI (user experience/interface). Even small design tweaks can change everything. Let’s break it down.”

Fixing the User Experience

-Listen to the users.  The people who use the system daily know exactly what’s annoying about it. Instead of guessing, ask them.

I once worked with a company that had an inventory system where users had to click through five separate screens just to check if an item was in stock. Five screens! No wonder they hated it. A simple search bar on the homepage would have solved everything.

-Simplify navigation.  No one wants to hunt through endless menus to find what they need.

Imagine you walk into a supermarket, and the milk is hidden in the cleaning supply aisle. That’s how bad navigation feels. A clear, well-labeled menu — where users can find what they need in seconds — can make all the difference.

-Keep the design consistent. Ever used a website where the “Save” button is blue on one page, green on another, and completely missing on a third?

Inconsistent design is confusing. If buttons, fonts, and layouts stay the same across the system, people instinctively know where to click without thinking.

“These are simple but brilliant fixes,” Yonina said, looking relieved. “But what about the team? They’re so frustrated right now. How do we get them to actually use it?”

Getting the Team on Board

Even the best-designed system won’t succeed if the team resists it. People get comfortable with their routines, and change — even when it’s meant to improve their workflow — feels like a headache. The key is making the transition smooth and worthwhile.

Show Them the Benefits

Employees care about the company, sure — but they care more about how changes affect their daily work. If a new system saves them an hour a day, that’s worth highlighting. For example, imagine a payroll system update that employees initially resist — until they realize it means getting paid two days earlier. Suddenly, the complaints disappear.

Benefits don’t always have to be financial. Take a new project management system — at first, employees might be frustrated with learning a new tool. But once they see that it integrates with their calendar, generates reports instantly, and automatically organizes emails, the frustration fades. When people understand how a change makes their daily tasks easier, they’re far more likely to get on board.

Make Training Easy

The less people have to figure out on their own, the better. If a company rolls out new software by simply handing employees a 50-page manual, it’s no surprise if no one reads it. A quick hands-on demo and a simple FAQ list would be far more helpful.

An even more effective approach could be a brief, interactive training module that walks employees through the basics in under 20 minutes. Including common usage scenarios and a 24/7 help center ensures that employees feel supported and can start using the system confidently within a day.

Encourage Feedback — And Act On It

If employees feel like their concerns are ignored, they’ll tune out. But if they suggest a fix and it actually happens, they’ll start trusting the system. For example, a team might be hesitant to adopt a new software tool — until a small but meaningful feature, like dark mode, is added. That tiny change can make them feel heard and increase adoption rates.

It’s not just about minor preferences, either. If a document management system allows employees to customize labeling options in a way that makes sense to them, it can be the difference between resistance and full engagement. Listening to employees and showing that their feedback matters builds trust, which is key to successful adoption.

Communicate the Big Picture

Sometimes, it’s about painting a bigger picture for employees. If they understand that the system isn’t just a tool, but a necessary step to achieving broader company goals, they’ll be more inclined to buy in.

For example, employees might initially resist a new invoicing system. But if they understand that it’s part of a larger initiative to streamline operations and improve customer service, they’re more likely to embrace it. When the big picture is clear, the transition feels like progress rather than just another task.

Offer Continuous Support

Even after the initial rollout, support shouldn’t stop. People will hit snags, and they need to know help is available. A company might set up designated “office hours” where employees can ask real-time questions, or establish a feedback loop to ensure concerns are heard and addressed quickly.

This ongoing support creates a sense of security — employees know they’re not on their own, and the system will continue to evolve based on their input. When employees see that leadership is committed to making the system work for them, they’ll be far more willing to embrace it.

These recommendations are especially important for off-the-shelf and semi-custom software. Even pre-built systems allow customization, and making thoughtful adjustments can dramatically improve adoption. Custom-built software comes with its own set of challenges, but no matter the system, usability should always be a top priority.

Rolling out new software is never seamless, but when it’s designed with real users in mind and employees feel supported, the transition becomes much easier — and maybe even a little exciting.

Yonina leaned back, exhaling. “So we don’t need to scrap the system — just make it work better for the team.”

“Exactly,” I said. “A few tweaks, better onboarding, and they’ll come around.”

Yonina cracked a smile. “I should have called you sooner.”

I shrugged. “Wouldn’t have been as fun.”

She laughed, looking more optimistic. “Alright, let’s do this.”

As I walked out, I had a feeling this wouldn’t be my last SmartSchool rescue mission. But at least they were on the right track.

Next column: The process of starting to use new software and how to properly bring software into use.

(Originally featured in Mishpacha, Issue 1054)