Meet stakeholders where they are, not where you want them to be

It's critical that processes are crafted, first and foremost, for humans. Change management should begin immediately when creating a new process; failing to plan all but guarantees resistance. This requires a deep and extensive understanding of where employees are. This may not be where you want them.

Tech-friendly workers are often out of touch with other employees. What might be second nature to you or me—using keyboard shortcuts, setting up inbox rules, or even enabling night mode—simply doesn't cross the minds of workers who are focused on completing the task they are paid to complete.