today was the day we finalized the migration of essential software at work from some old and busted shit that was ready to die at any time, to the new cloud version of the same software that we are no longer responsible for maintaining. which is good because no one was actually maintaining ours. it's just been slowly crufting into unusability for a decade. so anyway they set aside an hour for a teams meeting where they'd walk us through the different interface and how to go through normal processes.
"it's not that big a change," they said. "it's all the same stuff, it just looks a little different," they said.
they did not account for the fact that the primary user of this software is someone who doesn't actually know how it works or what it's doing. they learned how to do their job entirely through rote memorization. they know which buttons they are supposed to press in which order, and that is the full extent of what they know. they also did not account for the fact that this person's processes were learned thirdhand from other people who were not using this software normally to begin with.
it's like. imagine if someone had only ever used tumblr in the app. and you try to get them to use it in a desktop browser, but they cannot figure out how to post. and you go through explaining where the button is and how to format text and add tags, even though you could have sworn it was all the same in the app. but then they're like, "okay, but what's the phone number" and you're like "what" and they're like "the phone number to call to make a post?" and it turns out somehow they still had the ability to post by calling a phone number, and every time they posted on the app they called the post in first and then edited the audio post to transcribe it into text before screenshotting the text for a photo post. and nothing you can say to them will make them understand that none of that is necessary or correct. they shouldn't have even been able to do some of that. they can just type into the post box now, like a civilized person. "okay," they say, "but what is the phone number, though? because when i made my account my friend gave me this checklist and the first thing on it is to call the number."
so anyway we were on that teams call for almost three hours and they still don't have a handle on the new software