Choose one workflow
Test a contained, representative process: new-inquiry follow-up, consultation scheduling, or renewal tracking. Avoid the easiest edge case and the most complicated exception. The goal is to see ordinary work clearly.
Write five success criteria before setup
Examples include: every active inquiry has an owner; the next action is visible; a colleague can understand recent history; one useful report takes less than five minutes; and required updates take less than two minutes per record.
Use a small copy of non-sensitive data
Start with test records or a carefully selected, permissible sample. Do not upload an entire customer database before reviewing access, retention, export, deletion, and security settings.
If the test requires disabling security controls, importing sensitive data without approval, or accepting a paid commitment that has not been reviewed, pause the evaluation.
Assign one owner and two real users
The owner documents setup and unresolved questions. Real users complete the workflow without being coached through every click. Their confusion is evidence—not a training failure to hide.
Test the exit before the entrance
Export sample records. Find deletion controls. Review cancellation and downgrade behavior. Confirm what happens to forms, automations, and reports when the plan changes. Portability is part of product fit.
Track friction, not impressions
Record setup minutes, repeated steps, missing information, failed handoffs, and time to correct an error. “The interface feels clean” matters less than whether the workflow becomes more reliable.
Decide with a short memo
At the end, record: what improved; what became harder; which criteria passed; total expected cost; required migration work; and the viable alternative. The answer can be Buy, Browse, or Bounce. A useful test is allowed to conclude that no change is needed.