"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,"
Building user trust has become increasingly difficult in the internet and AI era as users assume expertise and judge products quickly. Complex B2B and SaaS products create continuous learning curves where users develop habitual workflows. Radical changes to interfaces or interactions can disrupt those habits, forcing users to both learn new patterns and unlearn established ones. Product teams that prioritize technical improvements and UX changes without preserving familiar behaviors risk creating confusion, helplessness, and reduced adoption. Preserving mental models, easing transitions, and designing change that respects existing routines can help restore trust and improve product acceptance.
Read at Medium
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