Use User Office Hours to Gather Adoption Feedback

Office hours can reveal why users hesitate to adopt a workflow, provided the session has a clear purpose. A customer success scientist should agree with the laboratory on who is invited, what questions are appropriate, and how feedback will be documented. The session gathers experience; it does not replace the laboratory’s technical review or local governance.

Ask the lab manager whether the group needs help locating resources, understanding support routes, or identifying a recurring handoff problem. Invite users who experience the workflow directly and ask a customer owner to attend. Capture questions by topic so the team can distinguish a quick resource request from an item needing a qualified specialist.

In a fictional planning call, Marcus says, “Our users complain that the system is confusing. Can you fix that during office hours?” The scientist responds, “We can listen for the point where they get stuck and organize the next support step. Which users should join, and who can help us interpret the local workflow?” Marcus invites two new users and the operations coordinator. The scientist prepares a neutral question list and a way to record follow-up owners.

After the session, group feedback into resource, support, workflow, and unanswered categories. Send the laboratory a factual recap for correction. Practice facilitators should avoid announcing a cause from one comment. Useful office hours leave users heard and give the customer a manageable set of owned next actions.