By Irene Zhu, Senior Innovation Consultant, GHD
Digital transformation is the meeting point between people as innovators and technology as a key enabler. Our ethos is based on putting people at the forefront of innovation. It’s about meeting people where they are and journeying toward digital success together.
A digital-first approach is a human-first approach
These may seem like contrasting ideas, but they are not. When we think of a digital-first approach, it’s a
common pitfall to focus solely on the technology and overlook the most crucial element: people.
Most industries are seeing significant uptake in digital transformation as enterprises seek to enhance operations, improve security or gain a competitive advantage. Unfortunately, we often see organisations prioritise technology without fully considering the needs of users and potential impacts on them.
Digital advancement must place the needs of end-users at its core. You can have the right technology
and right systems, but when people are not ready to embrace change, and you haven’t done the work to
shift people’s mindset, the tool risks being unused.
This is where a human-centred approach comes in. It emphasises the importance of designing solutions
that are not only technically viable but are also tailored to user needs. When we embrace this outlook,
we shift the focus from “What new technology can we introduce?” to “What do our end-users really
need and how can technology enable this?
Technology implementation in the AEC industry
In the context of digital transformation, the architecture, engineering and construction (AEC) industry can be slow to adopt change due to unique contexts.
Most construction projects, for instance, are government-funded and less commercially driven. Engineers and construction professionals, trained to follow rigorous frameworks and prioritise safety and regulations, tend to be cautious about new digital systems. Additionally, people often prefer traditional methods they are comfortable with, even if new technologies could improve efficiency, making it challenging to push for new ways of thinking.
A human-centred approach helps reduce these friction points and steer focus on what truly matters.
This fosters an inclusive and participatory environment where users are brought along the journey from understanding the problem to co-designing the solution. Throughout the transition, it is a priority to ensure there is the right change management enabling communication and collaboration. With this in place, users can better see the value in integrating new technologies while maintaining safety and regulatory standards. This approach then cultivates a culture within the sector where people embrace digital adoption instead of fearing it.
Successful digital adoption begins with empathy and understanding
As a Senior Innovation Consultant, I’ve had first-hand experience with projects that initially faced pushback but then later gained acceptance through a human-centred approach.
For example, I facilitated a change management project for a transport agency that involved implementing a new business management system for record keeping. The agency aimed to centralise information that was previously scattered across various platforms. However, despite the shared understanding of the need for transformation, several failed attempts at introducing new systems, along with numerous concurrent disruptions within the organisation, led to change fatigue among employees and reluctance for additional change.
To ensure the project’s success, it was crucial to onboard all stakeholders and provide them with the
right tools, training and communication to ease the transition. It was critical to clearly articulate the
benefits by crafting and curating the right messages for each user group rather than relying on generic communications. Throughout this shift, we needed to strike a delicate balance between communicating
the right messages at the right time and maintaining the right level of information so that employees
would not be overwhelmed by the volume of content.
Steps to guide your digital transformation journey
Digital transformation thrives on collaboration and co-creation. Here are key takeaways to guide the
journey.
Engage stakeholders before developing a solution. Building the right solutions starts when you avoid
making assumptions about the intended users’ challenges and instead talk to them to understand their pain points or where new technology can genuinely provide value. Consider conducting interviews, workshops or user research. This step is the foundation of empowering stakeholders to co-design the solution, gather buy-in and become the advocates of the transformation.
Provide empathy-led support during the change. Think about the change process and take the time to
understand who will be affected by it and how they will be impacted. Provide the necessary resources
and training that can best support each user group through the transition. Use storytelling to articulate the benefits of the new technology and promote uptake.
Ensure continuous support and communication. Simply introducing a new technology is not enough. After the launch phase, regular check-ins and training opportunities help address emerging issues and facilitate long-term use.
Contact me to learn more about how a human-centred approach can help your organisation.
