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Healthcare client adoption is at 12% after 90 days

1Give yourself 5 minutes

2Answer out loud, not in your head

3Then compare with the answer below

Reference answer

Refuse to take the bait — investigate before drawing conclusions. Data: (a) usage distribution (is 80% of usage from 12% of users?), (b) workflow adherence (are users abandoning the workflow mid-flow?), (c) cohort analysis (which role, site, or team is underperforming?). Talk to actual users, not the IT sponsor. Three buckets emerge: onboarding (training, SSO rollout friction), workflow fit (the feature is built but doesn't fit a daily workflow), and value (the user's manager has not set the expectation). Blame likely splits ~30/30/40 across these. Propose a single action for each.

Then expect these follow-ups

"How do you message this back to the client without losing trust?

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