Chapter guide
Begin with the total number of eligible tasks. Record access, attempts, completion, abandonment, refusal and support requests. Account counts do not show that everyday work has changed.
Investigate why people do not use it: access, incentives, workflow, quality, risk, skills or support. More training cannot fix missing permissions or an unstaffed overnight shift.
Write a checkable improvement plan: what changes, which behavior should change, how you will observe it and when you would withdraw the change. Support records also help assess whether expansion is feasible.
Discussion question
Have you counted a reasonable user refusal as failure?
Related exercise
Follow the related lesson below and try its exercise. Use the linked template to record your judgment, evidence and open questions, then revise with the checklist. With a partner, check which parts of each other’s work need clarification.