Creating Change that Sticks

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Why do some services and apps become an inseparable part of people’s lives while others are largely ignored? Is a good communications campaign all that it takes to drive culture change amongst a user base? As technology constantly evolves, part of an IT team’s job is to help people adopt and accept changes whether that is removing a beloved feature or spinning up an entirely new service offering. But service adoption isn’t the sole responsibility of the marketing team, and it shouldn’t solely fall on the help desk to guide users through service changes. There are techniques that developers and service managers can also use to change user behavior. This talk will introduce attendees to some of the basics principles of behavioral psychology, choice architecture and marketing research that anyone in IT can use to facilitate large scale change.