This is a great problem-solving tip that I want to share. I know we’ve all heard of it, so it’s nothing new, but I want you to apply it if you’ve gone through some of my videos and noticed that I talk a lot about problems. It’s going to help you narrow down to the problem that is causing all of these issues.
You might say, “My people aren’t using this tool very well.” That’s a symptom. So you’re going to ask the first why. Why are they not using it? People say, “Oh, it’s so complicated. When they come in, they see they have over 20 fields to fill in.” Why do they have over 20 fields to fill in? You see that, “Oh, we want to get the right information from them.” Why do they have to fill in all these fields? Because if they don’t fill in all these fields, we can’t track what we want to track at the end of the day. So why won’t you be able to track what you want to track at the end of the day? Because we don’t have all the details that we need to track. So it keeps going until you find the problem.
And when you find the problem, you can start looking toward a solution, which could be something like, “Yes, sure, we want them to fill in all these 15 or 20 fields. But how do we do it in a way that isn’t overwhelming for them?” Should we try out forms? Should we try out shorter forms? Should we try pre-filling the necessary fields so that they don’t have so much to fill in? Can we automate some of these things? What can we do to reduce friction so that they begin to like using it a little more and come back to use it more often?