Blog

Beyond the tech: Prioritising people in digital transformation

by Rob Hubbard
Posted 22 May 2025
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For over a decade, we've been undertaking large-scale digital transformation and technology adoption projects for global giants. Throughout this journey, one element has consistently set our approach apart: a deep and unwavering focus on the human beings at the heart of the change.

Too often tech adoption and digital transformation initiatives fail because the fundamental need, fears , ambitions and goals of the end-users are either misunderstood or entirely ignored. If you're introducing new technologies that require human adoption, understanding the humans involved is absolutely vital to shaping your project for success.

IT transformation projects are often driven by IT departments and it may be that understanding the soft, squishy, sometimes confusing human element can be undervalued. However, our experience unequivocally shows that neglecting the human element is the primary reason why so many digital transformation and technology adoption projects fall short.

Now, with the impending wave of AI transformation set to impact every industry and countless roles, the scale of change that organisations face has increased by a magnitude. Yet, still we see insufficient consideration given to the individuals who will, for a time at least, remain in the loop.

So, how can you gain these crucial insights into your audience and ensure your tech adoption initiatives truly land?

Our approach focuses on a blend of methods:

• Leveraging existing data
  We examine available data sources to gain insights into user behaviour and workflows
• Direct engagement
  We gather primary first hand information about users, their work environments and their daily contexts
• One-to-one interviews
  We favour individual interviews over focus groups. This approach helps avoid groupthink and ensures we hear equally from all users, especially those who might be more reserved in a group setting

By thoughtfully marrying the technological objective of your organisation with a deep understanding of your people, you can design engagement, learning and behavioural change programmes that truly stick.

While it might initially feel like pausing to deeply understand your audience adds time to your project, in the long run, you'll save a significant amount of time, effort and budget. Investing in understanding your people up front is an investment in the ultimate success and sustainability of your digital transformation initiatives.

What you can do today:

• Prioritise user research
  Before launching any new technology or digital transformation initiative, dedicate time and resources for understanding your target audience
• Analyse existing data
  Explore available data sources to identify patterns and understand current user behaviours
• Involve users in the design process
  Seek user feedback early and often to ensure the technology and the implementation plan are aligned to their needs
• Focus on clear communication and training
  Tailor communication and training programes to address the specific concerns and the needs of your users.

By placing human at the centre of your digital transformation efforts, you move beyond simply implementing technology and instead create meaningful and lasting change within your organisation.