Concept · Technology & data

Technology implementation

Go live is a milestone. Adoption is the work.

Choose software that fits the work. Prepare the team, manage the transition, and check whether the new way actually improves the operation.

Drawn from Steven Rea’s experience consolidating software and changing maintenance systems at Northpoint.

PrepareGo liveBuild fluencyPractice. Support. Improve.
Prepare before launch. Keep practicing, supporting, and improving afterward.

Start with the work in front of you.

Choosing software

Get clear on the task before comparing tools or watching a demo.

Evaluate the job to be done

Preparing to launch

Check what works, what needs attention, and who will take the next step.

Review launch readiness

Working through problems

Find out what is failing before deciding whether to train, adjust, or change course.

Investigate the four gaps

Understand the idea.

Evaluate the Job to Be Done

Look past the demo. Understand the task, the handoffs, and what your team needs to use the tool well.

Read the article

The four gaps that can derail an implementation

Investigate missing capabilities, changed steps, hidden behavior, and assumptions about what users already know.

Explore the framework

Put it into practice.

Build an old-to-new task guide

Show people the new steps, one task at a time. Create cards they can use during the task.

Open field guide

Plan support before and after launch

Prepare the guides and people before launch. Decide how help, urgent issues, and follow-up will work afterward.

Open checklist

Another perspective

Some friction is learning. Some is a signal to change course.

Distinguish the discomfort of unfamiliar work from a genuine failure of fit or execution.

When to change course

The experience behind these resources.

In these Year One conversations, Steven discusses the decisions, missed assumptions, and lessons from that work.

Keep exploring.