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  • Susan Hayer

4 Causes of Digital Modernization Failure: #3 End Users are Not Adequately Prepared for Deployment

In our experience, organizations fail to achieve improved results for several critical reasons. Let’s look at a third cause of digital modernization failure: end users are not adequately prepared to use the new technology.

The Critical Role of Change Management in Digital Modernization

Numerous modernization projects fail due to insufficient preparation of end users for the new systems and processes.


While modernization goals are ambitious and admirable, they often neglect the people who interact with these new systems daily—the end users. The failure to adequately prepare and engage these individuals can lead to resistance, inefficiency, and confusion, which sabotages the intended benefits of modernization efforts.


People are naturally resistant to change. When new technologies are introduced without proper preparation and communication, employees may become apprehensive or even resistant to using them, hindering the project's success. Inadequate training or support can leave end users feeling overwhelmed or ill-equipped to navigate the new digital landscape. This lack of proficiency can lead to errors, inefficiencies, and frustration. If modernization goals are not communicated to end users, they fail to understand the new technology's purpose and potential benefits, leading to organizational misalignment and employee disengagement.


Change management is a structured approach encompassing strategies and tools that prepare, equip, and support employees to adapt to the forthcoming changes. Core components of effective change management include:

  • Change Readiness: Assessing an organization's change readiness is crucial in the change management process. This involves understanding the current culture, identifying potential resistance points, and developing strategies to address them. Organizations can tailor their change management approach to fit their workforce's unique needs and challenges by gauging readiness.

  • Communication: Clear and consistent communication is the cornerstone of any change management strategy. Organizations should proactively share the modernization project's vision, goals, and progress with all stakeholders, emphasizing the benefits it will bring. Open communication channels enable employees to express concerns and ask questions, fostering a sense of transparency and trust.

  • Training: Adequate training ensures end users have the skills and knowledge to work effectively with the new systems and processes. Training programs should be tailored to meet the specific needs of different user groups, offering hands-on experience and ample opportunities for practice. The training should be focused on end-to-end processes, not just system interactions. Continuous learning and support should be readily available to address ongoing challenges.


The Importance of Change Management in Digital Modernization

Organizations often think of change management as “training” on the features and functionality of new technology. As a result, it is usually seen as a “task” in the project plan or a dispensable line item in a budget. Change management in digital modernization is much more than training and is critical in the “people readiness” required for delivering improved outcomes. Proper change management drives and amplifies improved results, such as increasing adoption, reducing resistance, enhancing productivity, improving morale, and augmenting ROI.

Failure to adequately prepare end users for new systems and processes remains a significant challenge in modernization projects. Neglecting the human element can result in resistance, inefficiency, and confusion, undermining the project's intended benefits. Change management in digital modernization emerges as a crucial aspect, offering a structured approach to address these issues. By focusing on change readiness, communication, and comprehensive training, organizations can empower their employees to adapt effectively to the changes brought about by modernization initiatives. Recognizing the importance of change management beyond mere training allows organizations to foster a culture of readiness, ultimately driving improved outcomes such as increased adoption, productivity, and ROI.

Investing in change management is not just prudent; it's essential for the success of modernization efforts in today's rapidly evolving digital landscape.


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