Drivers, pickers and dispatchers have seen systems come and go. If a new app slows them down on day one, they will find a way around it by day three. Adoption is earned, not announced.

Before go-live

• Involve two or three respected drivers and pickers in testing.
• Remove every step that doesn’t need to be there.
• Make sure it works on the phones people actually carry.

Go-live week

Run a small group first. Have someone from the project on site at 6am, not on email. Fix the first annoying thing the same day, and tell people it was fixed because they raised it.

People adopt software that makes their day easier, not software they were told to use.

After go-live

Share what changed: fewer phone calls, faster finishes, fewer disputes. When the team can see the benefit, the next rollout is easier.