Users are accustomed to their current systems because they know everything about them and know where functions are. Users want improvements but do not want to have to relearn the system.
Users want the same user interface
The most common mistake is to implement a new system which has been totally reworked from the ground up with a brilliant new user interface, made by brilliant programmers.
Microsoft is a master in slowly improving the user interface. Each new version of Windows and Office looks more modern, has more functionality, but at the same time makes it easy for users to find their old functions – until they introduced Vista and Office 2007. For these, they were severely punished by the market. Luckily for Microsoft, they have a monopoly, deep pockets and could afford this set-back.
Most other software companies do not have that advantage. If they take too big a step in upgrading they will lose market share to their competitors.
Those annoying competitors
Users are inclined to upgrade every few years to new versions of the same software. This is easy for them; they automatically extend their support contracts each year.
But when a software company creates a new system which may take years, competitors will seize their opportunity. New competitors, unhindered by a legacy problem, can quickly bring new exciting software onto the market.
At first these competitors only attract new customers, but later some of your existing customers will switch because they have waited too long. The problem is that they may set an example for more of your customers. The pressure rises, so management decides to bring the new software on to the market earlier than is prudent. And then it happens. The new software has bugs, users are not emotionally attached to it because it looks different, and your customers stampede to your competitor.
Internal software
When you build internal software the effect, at first sight, is far less dramatic. The ICT department will continue as usual, some people may be fired, but nothing really dramatic happens.
But from an organizational viewpoint the situation is the same as with commercial software. During the freeze your users cannot work effectively, and the organization loses both money and opportunities. Moreover, after delivery users must retrain themselves, and adapt their working methods. This also costs time and money. Worse still, for internal software, your organisation must pay the users, for commercial software user time is free.
