At my work we're gearing up to rebuilding one of our major applications to support new platforms, mobile, etc... The current solution has more than a decade of work in it, and with it, more than a decade of solutions that are suboptimal, out of time, or simply bad.
I have a really big fear that we won't be successful at fixing these and delivering needed changes, because sales/management stops us because "the user got used to that solution, dont do this".
I have a really strong feeling in this matter, but I cannot prove it. I'm looking for any case studies, or user research that tested how users react to change. So far I've been unable to find any.
I believe once users get used to a better solution (however you define "better", be that more intuitive, easier to learn, faster to use, friendlier or more aesthetically pleasing), they will prefer it over the old.
The questions that I hope to get answers to:
after how much time, what percentage of the users get used to a new solution
what percentage of users can be categorized as "wont get used to a new solution" and what type of personas are they?
during the transition, what describes the user's feeling toward the subject