Humans’ Relationship to Software – Presented by BlackLine CPO Isaac Tucker | Written by Olivia Marcey

Humans are bad at software—it’s unlike anything our brains have encountered before.

At a visceral level, we can’t conceptualize why software works because it’s invisible. But, it’s unbelievably powerful.

That’s why, when we encounter new software, humans go through 5 stages before we fully trust a product:

  1. Skepticism
  2. Competition
  3. Surprise
  4. Impressed
  5. Zealous

During this process, people often develop an unhealthy relationship with their technology. We’re disappointed when it doesn’t work, and we feel as if the software itself has let us down.

However, throughout the stages of building trust in software, the one constant is the software itself. Good software is fast, simple (in that it does relatively simple math), specialized, and predictable.

Still—especially in Accounting and Finance—professional standing is predicated by how much people are trusted. So, it can be a risk to suggest the adoption of new software in the workplace.

That’s why BlackLine is committed to promoting transparency with our customers.

It’s not usually in a software company’s best interest to promote total transparency, because the “magic” of software is part of what makes it desirable. But we at BlackLine would rather you trust us to help transform your financial processes than to obscure the magic through smoke and mirrors.

We want you to know how our solutions are designed and built, not just “how it works”—though, we do want you to know that too.

BlackLine aims to help reduce the human tendency to develop unhealthy relationships with software by making sure customers always have access to a human they can trust when they have questions or concerns.

Be sure to stop by the Sandbox while you’re at InTheBlack. Members of the BlackLine Product Team are eager to connect with you and answer all your software questions.


The post Live From InTheBlack 2018: Designing Software. Building Trust. appeared first on BlackLine Magazine.