Business Software Adoption Strategy (3): “Who’s Actually Going to Use This?” — A User-Centered Approach for the AI Era

Software adoption plans typically begin with gathering requirements from user departments and the IT team. But if you don’t fully understand “who will actually use this,” major chaos tends to follow after adoption.

Lessons from a DAM Project

I experienced this firsthand on a DAM (Digital Asset Management) platform project. At the start, the expected users were just two teams: headquarters designers and the document review department. As the project progressed, a design agency, marketing, international marketing, and e-commerce were all added to the scope. Near the launch date, all of these teams started voicing their requirements simultaneously — and chaos began.

Why User Scope Gets Underestimated

According to IDC research, the actual users of a DAM platform span a wide range — from designers and marketers to agencies and legal teams. But at the evaluation stage, requirements naturally cluster around the departments with the loudest voices. The users who will eventually connect to the system simply don’t get reflected in the early planning.

Why Know Yourself (知己) Matters Even More in the AI Era

In 2025, AI-powered software is everywhere. But actually using AI features requires users to have digital literacy and a baseline understanding of data. Deploying an AI solution to an unprepared organization doesn’t unlock its potential — it just leaves a more complex tool sitting unused.

Know Yourself Checklist

• Actual user scope: Are there indirectly related departments beyond the users you’ve already identified?
• Digital capability: What is the current tool proficiency level of intended users, and how willing are they to embrace change?
• Change management leader: Is there an internal champion who will drive adoption from the inside?
• AI utilization capability: How many users will actually be able to use the AI features?

Software is a tool. No matter how powerful the AI features, if the people and the organization aren’t ready, there will be no ROI. Know Yourself (知己) — accurately understanding who your actual users are and what your organization’s capabilities really are — is the single most important prerequisite for successful software adoption.