I came across some interesting lessons learned on rolling out new technology (from the perspective of franchisers/franchisees) that apply nicely to user-centric enterprise architects (adapted from The Wall Street Journal, 26 November 2007):
1) Partner with the user--"if you can get a franchisee really excited about the new technology, it's a lot simpler to get it rolled out...if I can convince you, and you can see the difference, you will be my best spokesman."
2) Testing it first--"finding a guinea pig...we have a lot of people telling us they have great concepts. We want to see that it works with our customer base, our menu, our procedures first."
3) Show the cost-benefit--"an enhancement may look promising, but if its payback is years away, the investment may not compute." Why fix it, if it ain't broke.
4) Keep it simple--"most franchisees are focused on their business, not technology...so they're not looking for something to complicate their lives." Also, focus the solution on the operators in the field and not on the headquarters staff, who may not be completely in tune with the realities on the front lines with the customers.