# Non-SaaS Adoption Contexts

## 1. Internal Tools

Users are colleagues, not customers. Success = workflow completion rate, time saved, error reduction, data completeness.

**Do NOT apply:** NPS, conversion/revenue metrics. **DO apply:** Workflow-completion metrics, behavior-change design, cohort segmentation by team/role.

Failure modes: shadow-process persistence, mandatory-but-resented, tool-island, gradual abandonment.

## 2. Public Services

Users are citizens/constituents. Success = completion rate, accessibility conformance, equity across cohorts.

**Do NOT apply:** Conversion/revenue metrics, digital-only assumption. **DO apply:** Multi-channel strategy (digital+phone+in-person+mail), trust-building, accessibility-first.

Failure modes: accessibility exclusion, language barrier, digital-divide, complexity abandonment, trust barrier.

## 3. Consumer (Non-Subscription)

No billing relationship. Success = return frequency, depth of use, organic referral.

**Do NOT apply:** Subscription-renewal logic. **DO apply:** Intrinsic motivation design, feature-discovery.

Failure modes: one-and-done, notification-driven-only, feature-blindness.

## 4. B2B (Non-SaaS)

Perpetual license, consulting-led, or project-based. Success = process adherence, data completeness, operational metrics.

**Do NOT apply:** SaaS self-serve dynamics. **DO apply:** Change-management communication, cohort segmentation by department.

Failure modes: shelfware, partial deployment, version-lock.

## Universal Non-SaaS Principles

1. Adoption metrics are context-specific
2. Cohort breakdowns are mandatory
3. Accessibility is adoption
4. Behavior change is universal