Angle2

Capability Building through Partnership Approach and Mentoring Internal Team

Article TitleArticle Title
Client:
Facility inspection platform serving 40,000+ locations
Challenge Focus:
User adoption problems despite multiple internal fix attempts

The Business Problem

Users were abandoning core software features and creating manual workarounds that delayed critical facility inspections and prevented market expansion—they couldn't scale to new markets with software that existing users refused to use effectively.

What they tried first

  • Internal redesigns → Confusion persisted
  • Interface fixes and documentation → Business processes remained inefficient
  • Visual tweaks and component updates → Core workflow problems remained
Root cause: Surface-level fixes couldn't address why people abandoned software that worked technically but didn't match how they thought about their work.

The Real Problems We Discovered

Export Feature Abandonment

  • Users repeatedly clicked export buttons hoping something would happen
  • Lack of clear feedback caused people to avoid the feature entirely
  • Business Impact: Critical compliance reporting delayed

System Distrust

  • System used technical terms vs. users expected industry-standard terms
  • Unpredictable behavior broke user expectations
  • Business Impact: Users lost confidence in basic system actions

Decision Overwhelm

  • 50+ filter options created decision paralysis
  • Extensive scrolling through inspection lists
  • Business Impact: Software investment not delivering productivity gains

Our Systematic Solution:
Workflow Psychology Fixes

1

Trust-Building Feedback Systems

  • Loading and progress indicators for exports
  • Disabled buttons during processing

Result: Progress/loading styles and export alerts reduced uncertainty and prevented repeated actions.

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2

Mental Model Alignment

  • Shifted to industry-standard terminology throughout
  • Made system behavior predictable and familiar

Result: Users could apply existing knowledge to new tasks.

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3

Cognitive Load Reduction

  • Always-visible common filters
  • Quick-edit options eliminated excessive scrolling
  • Logical grouping by usage patterns
  • Visual priority indicators for overdue items

Result: Overwhelm was reduced, and filtering was made more efficient.

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Business Results & Strategic Impact

Immediate Outcomes:

  • Export functionality restored → Compliance reporting back on track
  • Inspection efficiency improved → Faster completion of revenue-generating work

Strategic Capability Building:

  • Internal team trained to maintain improvements using our methodology
  • Our developer maintains component library
  • Scalable foundation supporting AI integration and mobile expansion
  • Market expansion enabled with software users actually want to use
Client validation: “The core work of the system was done by your designers—rethinking workflows, not just changing technology.“

The Bottom Line:

This approach is essential when multiple workflows affected by the same mental model conflicts, where users have systematic trust issues spanning the entire platform experience.

When your expensive software technically works but people avoid using it, the problem isn‘t features—it‘s workflow psychology. We solve the human factors that prevent digital products from delivering promised ROI.

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Client Perspective on Workflow Psychology Approach

“We are pretty sure that our customers will love the system when it is finished... The most positive aspect is that we have a design that is practicable where we have such workflows through the system.“

“My colleague Kirsten is able to do the designs... because we have the UI kit behind. The training also [was valuable]... as a company, concerning UI knowledge, we really started from scratch and now my colleague Kirsten is able to do the designs.“

Romana MurauerHead of Product and Innovation Management at OMIS 4.0
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Is Your Software Delivering the Business Results You Expected?

What happens next: 30-minute assessment → 2-3 week diagnostic → Results presentation with specific improvements