During a migration of SharePoint/file shares, you can see that the pain that end-users experience is really there.
But do you remember when you went to Disneyland or Efteling (for the Dutchies amongst us) – How long did you have to wait in line before the roller-coaster ride, especially during the summer?
A lot of people complain about long qeues while the ride only lasted for 1 minute.
But after the ride…you all forgot about the long waiting time! Because now all you remember is the fantastic feeling you got from the ride!
This is caused by a cognitive bias we have called “Peak-End-rule”.
When we look back at our experiences, we only tend to remember our PEAKS (highs/lows) and the end.
![The PeakāEnd Rule: How Impressions Become Memories](https://media.nngroup.com/media/articles/opengraph_images/peak-end-rule2.png)
IKEA also knows this really well, that’s why most of us end up with a hot-dog or an ice-cream after searching for some accessories.
![You can now get vegan Mr Whippy ice cream at IKEA | Totally Vegan Buzz](https://www.totallyveganbuzz.com/wp-content/uploads/2019/10/You-can-now-get-vegan-Mr-Whippy-ice-cream-at-IKEA_TotallyVeganBuzz-1-1280x720.jpg)
Teams/Sharepoint
My current customer experienced a similar journey.
By keeping the process human-centered and ending up with a clean nice portal, they all forgot the pain points they suffered at the beginning of the process (lots of complaints about lack of communication etc.).
![](https://www.aassim.nl/wp-content/uploads/2020/06/image-1024x672.png)
So keep in mind: in a complex organization it’s inevitable that people have negative experiences. As long as you surprise the end users with user-friendly solutions and you end on a positive note.