The Human Side of Tech: Why a People-Centric Approach Matters in System Implementation

When we talk about implementing new technologies, we often focus on the tools themselves. However, the human element—how people interact with and embrace these changes—is equally crucial to success. In this blog post, we talk about why prioritising your team matters.

The Cost of Neglecting the Human Element

Ignoring the human factor can lead to significant challenges. A cautionary tale is that of the UK’s National Health Service’s failed implementation of a £12 billion IT system, largely due to staff resistance.

Key Components of a People-centric Approach

Putting people first in IT system implementation isn’t rocket science. Here are the five key aspects you need to focus on.

1.    Engage Stakeholders

Involve key stakeholders from the outset to ensure their voices are heard and needs are met comprehensively.

For example, when implementing a new customer relationship management (CRM) system, engage sales representatives, customer service teams, and IT staff in discussions about system requirements and functionalities. Their input can shape the system to better meet operational needs and improve user satisfaction.

2.    Communicate Clearly

Give regular, transparent updates to foster trust and reduce uncertainty among all team members.

During a software upgrade, provide a clear timeline for the rollout, explain the benefits of the new features, and address potential challenges openly. Use multiple communication channels such as emails, team meetings, and intranet updates to ensure everyone stays informed and feels included in the process.

3.    Train Comprehensively

Thoroughly train employees to equip them with the necessary skills to use new systems effectively and efficiently.

For instance, when implementing a new project management tool, offer hands-on workshops, online tutorials, and personalised coaching sessions. Tailor training sessions to different user roles and proficiency levels to ensure everyone feels confident using the new tool in their daily tasks.

4.    Manage Change

Proactively manage resistance and address concerns throughout the implementation process to facilitate smoother transitions.

When transitioning to a new cloud-based accounting system, anticipate concerns about data security and integration with existing systems. Address these concerns through regular Q&A sessions, dedicated change management workshops, and one-on-one consultations to alleviate fears and build confidence in the new system.

5.    Support Continuously

Provide ongoing assistance to maintain productivity and confidence, ensuring that support is readily available whenever needed.

For example, after deploying a new inventory management system, establish a dedicated support desk or hotline where employees can quickly resolve system-related issues. Regularly gather feedback through surveys or focus groups to identify areas where additional support or training may be needed.

By prioritising these key components, you can foster a positive environment for system implementation, enhance user adoption and ultimately drive successful outcomes for your organisation.

Best Practices for Change Management in Tech Implementations

Learning from successful projects involves strategies like phased rollouts, user feedback loops and dedicated change management teams. Common pitfalls such as inadequate training and rushed timelines should be avoided.

Preparing Your Team for a New System

Assess your team’s readiness through surveys and workshops. Building enthusiasm involves highlighting benefits and addressing concerns head-on.

Measuring and Improving User Adoption

Tracking metrics such as usage rates and user feedback can help identify areas for improvement. Strategies like incentives for early adopters can boost engagement.

The Role of Leadership in Successful Implementations

Leadership sets the tone for adoption. Continuous support and advocacy from senior management are crucial for sustained success.

Creating an Effective Internal Communication Plan

A structured communication plan ensures everyone stays informed. Regular updates via emails, town halls, and intranet posts keep the team engaged.

Your People-First Implementation Checklist

Successful tech implementations hinge on people. By prioritising stakeholder engagement, clear communication, comprehensive training, effective change management, continuous support, and strong leadership, organisations can navigate digital transformations with confidence and achieve lasting success.

If you’re implementing a new system soon, use this checklist to ensure a people-centric approach:

• Engage stakeholders early and often.
• Communicate clearly and transparently.
• Provide thorough training.
• Manage change proactively.
• Offer continuous support and leadership commitment.

By putting people first, you pave the way for smoother transitions and maximise the benefits of your technological investments.