Achieving Customer-Centricity Excellence

Achieving Customer-Centricity Excellence

22nd November 2017
Nancy Hogg

At a time when the failure of digital transformation is at an all time high, it is more crucial than ever for companies to identify the risks and resolve the issues to ensure that they are amongst the 16% to succeed. In the EW blog ‘Project risks are business opportunities’, we discuss how you can see risks differently to help your project deliver remarkable outcomes. Here, we consider the underpinning reasons behind failing projects and suggest how you can buck the trend.

Failure can occur for many reasons but, in our experience, there are three common traits of projects that are destined to fail.

Firstly, solutions that have been designed by digital consultants who have no real experience of the problems that are being encountered on a day to day level.

Secondly, project teams that work with the egocentric assumption that everyone involved understands the technology that is being used.

And finally, neglecting to check that the solution is actually solving a real user’s problem due to becoming so consumed with the functionality.

The underlying commonality shared by all of these pitfalls is the lack of user involvement throughout the process and the failure to recognise that the user has the ultimate say as to whether a solution is successful. End user adoption is everything!

At the core of Lean manufacturing lies the fundamental goal of providing perfect value to the customer. When it is clear that the failure of digital transformation is closely linked to inadvertent neglect of the user, Lean methodology offers the recipe for success.

With this in mind, getting users involved throughout your project lifecycle will help you to get these 3 factors right:

1.Design concepts are validated by real users
2.Your assumptions are scrutinised
3.Barriers to adoption are eliminated before deployment

To read more about the impact these factors will have on your projects and find out 5 tips for successful implementation, download our guide “The end user is always right (especially when they’re wrong)”.

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