Why People Aren’t Using Your Software

You’ve spent months, maybe even years, developing the perfect software. The user interface (UI) is sleek and intuitive, the features are innovative, and you have research backing up every decision you made. Yet, to your surprise (and frustration), some users just aren’t engaging with it the way you envisioned. They may even avoid using it altogether.

This is a common experience for developers and entrepreneurs, and Jenna Farrell from Scopey summed it up perfectly in our recent podcast: “No matter how good your software is, no matter how simple your user interface is, and despite everyone agreeing it will save the user time and money…some people still won’t use it the way it is intended, or indeed, won’t use it at all.”

So, what’s going on here? Why does this happen? Let’s dive into a few reasons.

1. People Don’t Like Change

We’re creatures of habit, and when something new comes along, even if it’s better, it can disrupt our comfortable routines. The fact is, some users are resistant to change, regardless of how much your software promises to improve their life. This is particularly true for businesses where staff have been using the same processes for years. The thought of learning something new can be more intimidating than sticking to what they know, even if the current system is inefficient.

Think of it like moving to a new home. Your new place may have a bigger kitchen, more natural light and be in a nicer neighbourhood, but for a while, you’ll miss the familiarity of your old place. It’s the same with software.

2. The Fear of Complexity

Even if your software is designed to be intuitive, people may perceive it as complex. The unfamiliarity of a new system or tool can create a mental barrier where users assume it will be difficult to learn or too technical for their needs. Once that perception is formed, it can be tough to shake.

In some cases, users may fear they won’t be able to master the tool or are worried about making mistakes that could have consequences for their work. This is particularly relevant in industries where software impacts daily operations, from project management tools to accounting software. The key here is managing expectations and providing a support system that eases people into using the new software.

3. Lack of Immediate Value

Humans love instant gratification. If a user doesn’t see immediate results or a clear benefit after the first few interactions with your software, they’re likely to abandon it. This is a massive hurdle for many SaaS products because the true value often reveals itself over time, not in the first use.

If your software requires a bit of onboarding or has a learning curve, you must offer small wins from the outset. Maybe it’s a quick tutorial or a feature that delivers fast results—anything that helps people see value quickly can reduce drop-off rates.

4. The Curse of Assumptions

Here’s the tough truth: as a creator, you are often too close to your product. You assume that if you can navigate it easily, so can your users. You assume the features are self-explanatory and that the benefits are clear. But users might not have the same level of understanding or the same priorities.

It’s important to acknowledge that people don’t always interact with software in the way you expect. They may overlook key features, use workarounds, or even break the system in ways you hadn’t anticipated. And sometimes, users will simply reject the software outright because it doesn’t fit their unique workflow or personal preferences.

5. The Emotional Component

Yes, software is logical and functional, but we often forget that users are emotional beings. User adoption can be influenced by things like brand loyalty, personal biases, and even the mood they’re in when first introduced to your product. For example, if a user has had a bad experience with similar software in the past, they might approach your tool with scepticism or reluctance.

On top of that, people can feel overwhelmed by too much choice. If you present users with too many options, they may choose to stick with what they know, simply because it feels easier. Simplifying the user journey, focusing on key features first, and allowing room for gradual discovery can help counter this.

What You Can Do About It

Now that we’ve established why some users might be hesitant, here are some practical steps you can take to improve adoption rates:

• Offer Personalised Onboarding: Tailor the user experience based on their needs. This could be as simple as having onboarding tutorials that focus on different use cases or offering custom setups for different industries.
• Communicate Benefits Early and Often: Whether through email campaigns, in-app messaging, or good old-fashioned customer service, make sure users know what they’ll get out of your product and how to get there.
• Simplify, Then Simplify Again: Your UI might be intuitive to you, but continually test it with real users. Take out unnecessary complexity and focus on a clear, logical flow.
• Provide Ongoing Support: Don’t just assume people will figure it out after the first use. Regular check-ins, FAQs, chat support, and even live training can help ease fears and build confidence.
• Reward Early Success: Give users a sense of accomplishment from their first use. Whether it’s completing a tutorial or successfully using one feature, celebrate those small wins.
• Embrace Feedback (and Act on It): Listen to what your users are saying about your software. Are there any common complaints or issues that keep coming up? Adjust accordingly.

It’s Not About Perfection, It’s About Persistence

Building great software is about more than just creating a flawless product. It’s about understanding human behaviour and recognising that not everyone will use your software as you intended. Some people may resist it entirely, and that’s okay. The key is not to take it personally. Instead, focus on supporting those who are willing to try, and make their experience as seamless and rewarding as possible.

So, if you’re in the process of creating a SaaS product, remember that even the best, most well-researched and beautifully designed software won’t be for everyone. What really counts is how you support and engage those who are willing to give it a shot.

Have you experienced this with your own software or product? What challenges have you faced in getting users to adopt your solution?