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Why is nobody using the dashboard?
Almost always one of three reasons: it does not answer the question people actually have, they do not trust the numbers, or it is unclear what to do with the result. Adding more visuals fixes none of them. Check the usage metrics first to see who opens it, then ask three people where they get their numbers today.
The three causes, and how they sound
| Cause | What you hear | What helps |
|---|---|---|
| Wrong question | Interesting, but I am really looking for something else | Start from the decision, not from the available data |
| No trust | That number is off, I will check it myself | Traceability and a recorded definition |
| No action | Nice, and now what? | A norm or an expectation next to the figure |
Start from the decision
Most dashboards start from what is available. That is understandable and it is the heart of the problem. A dashboard that starts from the question of which decision has to be made on Monday looks different, and does get used.
Trust comes from traceability
Someone who distrusts a figure almost always has a reason: they once saw something that was wrong, or they do not know what is included. That is not solved by explaining, but by being able to click through to where it came from, with the definition recorded outside the report file and an owner attached to it.
A figure without a norm is trivia
Put what you expected next to every figure. Revenue of 1.4 million says nothing; 1.4 million against an expected 1.6 says everything. Without that second half it stays at looking.
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Book half an hourFrequently asked questions
Why does nobody use our dashboard?
Almost always one of three reasons: it does not answer the question people actually have, they do not trust the numbers, or it is unclear what to do with the result. Adding more visuals fixes none of the three.
How do you find out which one it is?
By looking and by asking. Check the usage metrics to see who opens it and for how long. Then ask three people what they want to know on Monday morning and where they get it today. The answer to that second question usually gives it away.
Does training help?
Only if the problem really is operating the tool, and it rarely is. Trust is not solved by explanation but by traceability: showing where a number comes from and what exactly it means. Training on top of a dashboard nobody trusts costs money and changes nothing.
What does make a difference?
An owner per figure, a definition that is recorded and findable, and a dashboard that starts from the decision rather than from the available data. And it has to be there at the moment the decision is made, not three days later.
Can you review an existing dashboard?
Yes. A short paid review at a fixed price: who uses it, which questions it does and does not answer, which figures are traceable. That tells you whether it is a matter of adjusting or of starting again at the question.