"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 online is increasingly difficult as widespread changes and perceived expertise from AI create skepticism. Product launches often confuse users when teams focus heavily on technology and UX without respecting existing workflows. Users in B2B and SaaS environments develop entrenched behavioral patterns to complete tasks, forming mental models tied to platform routines. Altering those patterns forces users to both learn new interactions and unlearn prior habits, increasing cognitive load and frustration. Frequent disruptive changes can erode confidence and make adoption harder. Preserving familiar workflows, introducing gradual changes, and supporting transitions can mitigate trust erosion.
Read at Medium
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