Ok let’s get personal – how many architects out there are considering the human side of change.
How many are considering the different situations that humans may be in when they choose or have to interact with the business they are in?
How many are considering the different channels that someone may choose to contact a company and that someone could assume that all the channels that they choose to use are gathering information and able to piece together the requests without having to retell the story across multiple channels?
How many are considering how to ask more open ended questions to gather insight and to intelligently extract key information from the dialogue to get what the customer needs to get done. (And to enable an experience to feel less like an “if.. then.. else” script.)
How many are considering how to enable the digital experience to be more human while removing the human from many aspects of the simple, standard processes?
The technology and AI business rules/logic are becoming far more sophisticated – we no longer need to dial 1 for this, 2 for that – we no longer need to enter our delivery and card details with every transaction if we can confirm that our normal address and payment details apply.
We can all work more on understanding the human aspects of our business capabilities, data stores and technical applications – and look to how we need to upskill our teams to be more human and less systems driven and to look out and listen to the customer rather than look inward and get the customer to listen to us.
As the technology becomes more intelligent and can start to dynamically learn and apply logic that a human would apply based on information provided then this frees humans up to be more human and focus on the relationships that matter to really understand what the customer wants.
Come on let’s get human centric, let’s think more about the human aspects (or at least as much about the human aspects) than we do the technology. Let’s get teams engaged, involved, contributing to what happens outside the systems and not in it – let’s get the human side of the business model back.