Delivered

We have redesigned the user experience and implemented most of the new design. Now uptake is proceeding fast. The project has in fact succeeded.

No one asked us to do that. It needed some careful thought about what lay behind the lukewarm responses, then some careful persuasion of the other participants in the project.

I bought the developers copies of Alan Cooper's book "The inmates are running the asylum". Most became convinced that a redesign was needed; one became convinced that personas would be a useful tool, and wrote some insightful personas. Another joined in to work hard on a new design.