How can you ensure your digital transformation project is easy to use?

This is one of the most overlooked part of any DX project … human experience inc digital accessibility will ultimately determine the success of the DX project Failure to start at this point, and not end with it, will lead to extended times and large cost but most of all unhappy users

Process can be enhanced by going through the systematic review publications in the area before one starts the stakeholder discussions.

As we are typically not the user, we need to have their specific view and experience included in our process. Incorporating user involvement throughout the design and development phases of a digital transformation project is pivotal for its success. Gaining a deep understanding of your users' needs, expectations, and behaviors through methods like surveys, interviews, focus groups, and user testing is not just a preliminary step but a continuous process. This approach ensures the project remains user-centric, adapting and evolving with user feedback. It allows for a tailored experience, significantly enhancing user satisfaction and engagement, and ensuring that the final product aligns seamlessly with user goals and preferences.

First, it is important to lead with a business challenge/problem than leading with technology, i.e. the problem that you are trying to solve for the end-user/customer. The second natural steps is to understand better the user's requirements/needs through frameworks such as personas and user journeys/maps. Third, once started dev work, it is important to use a suitable process base on the nature of the product being design eg. agile methodologies ( SCRUM) OR water fall approach, all have it place. Know which one to use when. Fourth, is UAT (User Acceptance Testing), this is very important as it ensure that the product being built is fit for purpose. Lastly, is change management, upskilling, and ongoing support during the transitioning period

Repetitive patterns are also essential in design, greatly simplifying user experience and accelerating learning. Using uniform colour schemes, button styles, and layouts aids in quick user familiarisation. For example, a consistent colour for call-to-action buttons across an application assists in easy identification of interactive elements. Uniform layouts across pages also lower cognitive load, making navigation more intuitive. Major companies effectively use these patterns, ensuring a seamless user experience. Effectively integrated, these patterns enhance a design's usability and approachability.

Two things under this subject i.e. leverage previous release, and innovate with simplicity. On the former, it is always advisable to start from known to unknown territory i.e. only include 40% on the new release and the rest should be from previous release. On the latter, always cater for advance users as well as for average/basic users. On a digital platform advance users gain more efficiencies through scripting as an example, whereas average users start with canvas drag & drop. If you don't cater for varied users you won't achieve required utility and might lay an egg that will be hatch by someone else. Anticipate missteps from the end-user and make your product foolproof base on those missteps. Also, ensure help is within reach timely.

I have observed two things with testing and iteration. First, the power of iterating with people who will use the product is not fully appreciated. Second, project don't transition from a POC/V (Proof Of Concept/Value), that is people end up treating a POC like a fully fledge deployment. As a certified SCRUM master, I have a full appreciation of testing the product with end-user and bridging the GAP between technology and business. At the same breath, one need to always guard against end-users treating the POC as a fully-fledge-deployment as this is the case when the end-user is happy with the outcome and can't wait for full deployment. This is important as dev environment lack the necessary security & capability that prod environment have.

In my experience it is pivotal to first demonstrate the value add as this will act as a pull factor from the end-users. Next is training and support, resistance management plan, gamification (super user) etc.

In my projects, it was crucial to guarantee the ease of use and accessibility of digital transformation project for internal users like employees or partners. This through offering comprehensive training and support. This approach enables users to master the project efficiently and effectively, addressing potential resistance or challenges. Diverse training tools such as manuals, video tutorials, webinars, FAQs, wikis, and help desks can cater to different learning styles and needs, ensuring everyone is well-equipped to navigate the new system. This strategy not only boosts competence but also fosters confidence and adaptability among internal users. We tried gamification in addition, which addresses a newer generation of users.

In my experience leveraging modern media is key to ensuring the accessibility and user-friendliness of the project for external users like customers or clients. Utilize dynamic platforms such as social media, wikis, blogs, and email newsletters to keep users informed about the project's features and benefits. These mediums offer frequent touchpoints, fostering a two-way conversation. Showcase the advantages of transitioning from old systems to the new one, and to gather feedback. Furthermore, engaging through reviews and social media helps build a community of loyal and satisfied users, enhancing user retention and encouraging word-of-mouth promotion. This helps to cultivates a lasting relationship with external users.