You know the script. An organization-wide announcement promises that innovation is at hand, a change that addresses a longstanding problem, saves time and money, increases security, choose your menu items. Read further, and the truth emerges. Nobody has innovated. They signed a contract with a company that promised to solve their problems. You’re reading a press release. At a high level, it’s understandable. Depending on the system, your organization might have done its due diligence, maybe gone medium-deep with functional requirements and regular use scenarios before signing up. But all the irregular use scenarios, the everyday exceptions and workarounds that...