Find Out Why New Users Avoid a Lab Workflow

When new users avoid one part of a workflow, more training is only one possible response. A customer success scientist should first learn whether the problem is knowledge, confidence, access, or a local handoff that has become unclear. The laboratory supervisor owns staff expectations; the success conversation helps reveal what support could be useful.

Ask users to describe the point where they stop and what they do instead. Compare their answers with the local handoff map and the approved materials. Include the supervisor and the person who owns the affected handoff. Do not tell the customer to compel staff to follow a process. That instruction cannot repair an undocumented ownership gap.

In a fictional review, a supervisor asks, “Can you make the team follow the protocol?” The success scientist says, “I cannot direct your team, but we can identify why they are avoiding this step. The users say they do not know who receives the samples after preparation. Could we map that handoff with the lab manager before deciding whether training is the right support?” The supervisor realizes the staff change was never reflected in the workflow map.

Practice interviewing two fictional users who give different reasons for avoiding a step. Have the trainee summarize the evidence without diagnosing the people. Review the proposed action for a named customer owner, a relevant approved resource, and a way to check whether the handoff is understood after the meeting.