"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, because now, they not only need to learn the new patterns,"
Building trust has become increasingly difficult in the internet era as AI and perceived expertise proliferate. Product launches can frustrate and confuse users when technological and UX changes alter established workflows. In B2B and SaaS environments, complex products create continuous learning curves and entrenched behavioral patterns for task completion. Forcing changes requires users to unlearn old habits while learning new ones, increasing cognitive load and reducing confidence. Attempts to simplify can unintentionally complicate work if existing practices are ignored. Successful adoption requires respecting workflows, supporting gradual transitions, and offering clear guidance to maintain trust and usability.
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