Enterprise leaders believe that it will be beneficial for organizations to put stakeholder and customer requirements at the center of conversations during a digital transformation approach
CIOs say that engineers and technologists are not necessarily in the driver seat in the current times while introducing new capabilities and features of a product. Now it is the end-users who are in complete control, and they consider technology as a means to an end.
Thus, CIOs believe that organizations need to adopt a human-centric approach to collaborate, innovate and satisfy the client’s needs. Empathetic personnel capable of respecting the opinions of their colleagues tend to feel understood and valued and behave in a similar manner to the clients.
Technology organizations are able to develop better solutions with empathy. This is more commonly observed in AI solutions that are specifically trained to understand human emotions better and react appropriately. Enterprises that use this human perspective to serve useful technology products and services are better-positioned for future success.
Creating a culture of empathy
CIOs say that in a culture of empathy and humanity, employees bring their both selves- personal and professional to work. This enables the growth of trust between multidisciplinary departments consisting of people from varied perspectives and skills. It includes personnel like product managers, data scientists, developers, UX designers, etc., and the culture helps them embrace the differences and share ownership of a solution or work.
Enterprise leaders believe that risk-taking ability is encouraged with the help of human-centered work culture.
Employees need to be aware that the team will support them despite failures. Collaborative working is improved with better outcomes.
Leading by design
Leaders reiterate that initiating a human-centered culture is vital when using the design thinking approach to the digital approach. Design thinking involves putting the needs of stakeholders and end-users at the core.
Implementing empathy-fueled research and discovery processes helps enterprises to know at a deeper level what activities frustrate the end-users, the needs of employees, and the underlying boost for all stakeholders.
When businesses use the design thinking method for problem solving, it allows them to balance digital solutions and business viability with usability and desirability- the attributes of real end-users.
CIOs say that when organizations start defining success from the perspective of stakeholders compared to KPIs developed in silos and requirements, they are able to deliver in real-world value. Potential solutions are provided when hard questions are proactively sought by enterprises to understand the core of the business obstacles.
C-suite leaders feel that when guided sessions are conducted with attendance from all company stakeholders, it will ease the process of identifying and solving business issues. The session should include end-users, partners, and employees. The stakeholders are often aware of their pain points and frustration but lack the ideas to resolve them.
This is where design thinking is most beneficial. Design experience experts can be bought in to attentively listen and discover the technology solution for resolving issues while playing the dual roles of psychiatrist and technologist.
Ensuring to keep end-users constantly in loop
CIOs emphasize that all technology solutions in the current situation must begin and end with the end-users. It is vital to constantly monitor the pulse of stakeholders via avenues like shared user feedback, focus groups, and surveys. Organizations need to be ready to pivot and adjust when required. A loyal customer base for the long haul is developed via a culture of empathy.