Why digital tools fail when decisions matter most

Why do digital tools appear successful on paper – yet fail when real decisions need to be made?

This interactive session challenges the assumption that poor adoption is primarily a behavioural problem. Based on research into adoption barriers in digital construction tools, it reframes adoption breakdown as a structural issue: moments where systems do not yet provide enough clarity or confidence for people to rely on them. Through a short, guided diagnostic exercise using a real-world handover scenario, participants explore where confidence in a system breaks down, who absorbs the resulting risk, and how this shapes long-term behaviours and workarounds. Rather than judging tools or prescribing solutions, the session provides a practical way to distinguish between behavioural change challenges and systemic design gaps – helping teams target the right problem before defaulting to training or change programmes. Ideal for anyone involved in digital delivery, information management, or transformation, this session offers a fresh lens on adoption that supports more effective, people-centred digital change.