"When going through change, people need time to understand in their own way what exactly is happening and how it will affect them personally. Technical changes especially can bring about uncertainty for many people. Which means: It makes sense that people can become extremely concerned when we tell them that their ways of working are about to change, and they will need to build them up again from scratch."
"Just imagine if a crack DBT operative turned on their machine unprepared for a centered taskbar and start menu, or was taken unawares by the sight of rounded corners on their favorite icons. Before you know it, the UK could be engaged in a trade war with Greenland, or forcing Scottish distillers to drop an "e" into their premium product. Luckily, DBT was well aware of the importance of guiding civil servants through "the emotional landscape of change.""
The UK's Department for Business and Trade adopted a human-centred approach to upgrade staff from Windows 10 to Windows 11 before Microsoft dropped support. User research identified three staff types—advocate, engaged, cautious—allowing targeted communications that explained the what, why, benefits, and reassured that Windows 11 was not radically different. The programme acknowledged emotional responses to technical change, allowed people time to understand impacts, and reshaped messaging to reduce anxiety. Practical examples highlighted potential everyday surprises such as a centered taskbar or rounded icons. The approach aimed to preserve productivity by managing change through design and tailored engagement.
Read at Theregister
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