An internal tool people avoid
- Why it happens
- An operations tool is slow, confusing and generates support tickets and shadow spreadsheets.
- How we work it
- Observe real users completing real work, identify the three highest-frequency tasks, redesign those paths, cut the rest to a secondary surface, measure task completion time before and after.
- What you end up with
- Measured task completion times for the primary paths, and the shadow spreadsheets made unnecessary rather than banned.