When introducing a new system that will have an impact on the work that others in the organisation will do, there are three possible outcomes:
- It makes their job easier,
- It neither makes it easier nor more difficult,
- it makes their job harder.
If we find that users of our new system, process or whatever or looking for loopholes or ways to get around our carefully laid plans, it’s probably symptomatic of the third outcome.
And it’s also a fair bet that the users weren’t involved with the spec or design of that way of doing things.
The first outcome is ideal and there’s only one way to achieve it.