"Have you ever been a part of a product launch that felt more like a daunting experience, rather than an exciting or thrilling one? The product launch where users got more confused and felt helpless? Where they could not even point out what was wrong, because the product team worked so heavily on improving the tech and the UX, that it actually changed the way they were used to working before."
"This is more common than you can think, especially in a B2B and SaaS environment, where complex products with a continuous learning curve, are constantly being explored by the users. And sometimes they form their own behavioral patterns of performing a particular task on the platform. And when you change that pattern, when you try to simplify it, or make it easier, it rather ends up becoming harder for them,"
Building trust online is increasingly difficult as ubiquitous technologies and AI create widespread surface-level expertise. Product launches can become daunting rather than exciting when changes disrupt established user workflows. Users often develop ingrained behavioral patterns to complete tasks in complex B2B and SaaS platforms with continuous learning curves. Heavy technical and UX changes can unintentionally alter those workflows, leaving users confused and helpless. Simplifying interfaces may increase difficulty because users must both learn new patterns and unlearn former habits. Maintaining trust requires careful consideration of existing behaviors and gradual, transparent transitions that respect users' mental models.
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