"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."
"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, but they need to forget the old ways of working that they had..."
Users develop habitual workflows in complex B2B and SaaS products and build implicit expectations around interfaces and processes. Abrupt or poorly communicated product changes can disrupt those habits, causing confusion, helplessness, and loss of trust. Overemphasis on technical improvements and UX redesigns without considering existing user behavior can alter familiar work patterns and increase cognitive load. Simplifying a flow can paradoxically make tasks harder when users must both learn new patterns and unlearn old ones. Successful product changes require gradual transitions, clear communication, preserved user control, and support that acknowledges established behaviors to maintain trust and adoption.
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