Back in 2011 I attended an event called BMoreFail which was a business seminar on business failure, taught by guest speakers who had all failed at something, and I had a revelation.
If your system would work fine if people Just Would, but it does not work because people Don’t, and you feel very strongly that it works but people are not using it right and if only they Just Would everything would be fine… your system is a failure. Because if people were capable of Just Doing, they would be doing. The fact that people Don’t is an indication that they, in fact, cannot Just Would.
I was thinking of this in terms of workflow systems in business, but it’s just as meaningful in the systems you create for yourself that would work if you Just Would. Because if you Could, then you already Would. The fact that you Don’t even though it would work if you Just Would means that you in fact Can’t and you need to redesign the system.
That doesn’t always make it easier to figure out a system that will work, but it does tell you something about how to deal with the repeated failure of the system. Change it. The system is always what’s broken, not the people in it. Systems exist to serve people; if they cannot serve people because people can’t use them, they are wrong and must be changed.