Users are resisting a new system you helped design. How would you handle this?
What the interviewer wants to hear
- Listen to understand reasons for resistance
- Separate real usability or process issues from fear of change
- Fix genuine issues and communicate benefits
- Involve champions, training and support
- Measure adoption
Model answer
I would start by listening. I would visit users, watch them use the new system and ask what is making it harder. Resistance often has real reasons, such as an extra step, missing data they need or a poor screen layout, mixed with normal fear of change. I would separate the two. Genuine issues go to the backlog with priority, and I tell users when they are fixed so they see their feedback matters. For fear of change, I work with managers to explain why the change is happening and what users gain, in their language. I would find respected users to act as champions, arrange practical training with real cases and provide quick support in the first weeks. I would also track adoption metrics like usage and workaround rates to see if things improve.
Can you answer it under time pressure?
Take a timed hard round and get scored on every answer.
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