EDITOR ’ S QUESTION
NAV UPPAL , CHIEF DIGITAL OFFICER , PULSANT
Organisations aiming for successful Digital Transformation must prioritise a humancentric approach . While the ‘ digital ’ may make it seem counterintuitive , focusing on people – both people and client ’ s – is crucial to meeting needs , creating an engaging work environment and achieving successful change .
To begin with , establishing a comprehensive understanding of day-to-day processes across the business is essential . Identifying pain points , strengths , weaknesses and bottlenecks helps organisations avoid unintentionally disrupting key activities . Actively involving people in the transformation process fosters greater acceptance and engagement , aligning their goals with the organisation ’ s objectives requires trust in the workforce to express their needs and concerns accurately .
Similarly , it ’ s important that Digital Transformation not be dictated by technology – it ’ s much more about what people need from technology . User-centric design and a client-centric approach are foundational , with user testing and iterative methods helping to ensure tools are user-friendly and fit for purpose . Metrics and KPIs should focus on employee satisfaction , client experience and well-being , emphasising that the system should never supersede the people it serves .
It ’ s important that Digital Transformation not be dictated by technology – it ’ s much more about what people need from technology .
Diversity within teams is important too , bringing fresh perspectives for creating solutions that cater to a broader user base . Effective communication is vital to balance differing opinions and encourage feedback .
Leadership commitment also plays a significant role in making Digital Transformation more human . Open , broad communication and understanding of the needs of both people and clients must be integral to the transformation strategy .
Several strategies can facilitate this humancentric approach :
• Target pain points : Solutions should address pain points raised by people and clients , fostering shared goals and engagement across departments .
• Continuous feedback : Implementing feedback loops throughout the transformation process allows for constant evolution based on learning . Prototype testing and survey tools can represent employee sentiment effectively .
• Employee support and training : Providing support and training , during and after the transformation , facilitates quicker adoption of new processes and tools , reducing resistance and enhancing capabilities for long-term use .
• People-based metrics : Success measurement should include people-based metrics , aligning with the growing focus on well-being and a sense of belonging in a hybrid working environment .
• Cultural change : Throughout the transformation , a cultural shift occurs naturally , with users more open to promoting ideas , recommending enhancements and solving problems when they have leadership support .
A holistic , human-centric approach will foster a culture that values people and their well-being , driving efficiency while still affording room for personal and professional development . The success of Digital Transformation ultimately hinges on understanding and meeting the needs of the people it is for .
32 INTELLIGENTCIO EUROPE www . intelligentcio . com