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Building a smarter state: The human Element
When designing and implementing new tech for a smarter state, it’s not simply a case of asking what problem it solves. We must understand how the technology will work for the people who will engage with it.
Integrating the human contribution into system design isn’t a new concept; it’s supported by many models and frameworks, such as PPT (People, Process, Tech), HITL (Human in the Loop) and UCD (User-Centred Design), and is explored extensively in Human Factors studies and principles. So why do many solutions fall short of universally improving our lives, jobs and productivity? Here is Viable Data’s take on the three key challenges:
1. Focusing on outcomes
It starts with a failure to properly articulate the value statement or outcome we are seeking to achieve. Business cases and tenders often start by describing the desired solution rather than the outcome a solution will achieve. If we don’t set the direction by accurately articulating the expected experience at the beginning, we will often miss the mark. This experience is value that all stakeholders will get, not just users. By leading with the business, social and environmental value of a solution, you stand a better chance of achieving a smarter state.
2. Meeting the needs of all users
The next hurdle to overcome is how we address all stakeholder needs in designs. UCD aims to ensure systems operate to satisfy user needs, but it isn’t foolproof. There are many influences that lead to requirements being steered towards one user group at the expense of another, or wider groups of stakeholders being missed completely. These may be commercial, occur because of personal opinions or industry standards, or may come from encountering barriers to change. Whatever the purpose of your solution, value is unlocked by meeting the needs of all stakeholder groups.
3. The human condition
There are also many subtleties of the human condition which introduce unintended consequences that aren’t easy to predict. Our diversity is what makes us human: different personalities, capabilities, cultures, opinions – how we react to differing environments or physical states. Considering all these factors when building systems can be difficult. AI and technology itself can support, with the ability to endlessly simulate scenarios and research opinions and attitudes at scale. Furthermore, Human Factors as a practice helps us to understand how humans interact with technology and process, particularly when dealing with variable environments or physical states of mind.
The benefits of an experience-led approach
In our experience, having delivered digital solutions and products across government for over a decade, being experience-led when building outcomes greatly improves our ability to deliver business, social and environmental value. At Viable Data, we deliver actionable insights and intelligence to those that need it, when they need it, how they need it, whilst still using open standards to ensure that systems are sustainable, adaptable and future-proofed. We allow for menial tasks to be automated, freeing up human intellect and skillsets to be applied to more complex situations – automating the norm, humanising the exception. Whether we're creating frictionless border experiences using cutting-edge biometrics or building intelligence platforms that unlock insights from data, we provide a seamless integration between humans and technology.
Leading the way to a smarter state
So, when commissioning your next big technology programme, consider whether you are fully putting the human experience at the heart of your business case or design approach. Invest in human-centric design thinking. Understand what the interactive journey and outcomes generated by your tech will feel like to all stakeholders. Cater for their environment, mindset, cultural background, technical ability and preconceptions. In doing so, you will truly embrace the power of technological innovation and stay true to the premise that technology exists to make people’s lives better.
If you would like to find out more about how we use experience to drive our client outcomes, take a look at our case studies, follow us on LinkedIn or get in touch [email protected]
Nick Muir – Strategy & Transformation – Viable Data
With experience delivering strategic value across multiple sectors, Nick specialises in digital transformation and the delivery of business and customer value through data, innovation and Digital Software Solutions.
Heather Cover-Kus
Heather is Head of Central Government Programme at techUK, working to represent the supplier community of tech products and services to Central Government.
Ellie Huckle
Ellie joined techUK in March 2018 as a Programme Assistant to the Public Sector team and now works as a Programme Manager for the Central Government Programme.
Austin Earl
Austin joined techUK’s Central Government team in March 2024 to launch a workstream within Education and EdTech.
Ella Gago-Brookes
Ella joined techUK in November 2023 as a Markets Team Assistant, supporting the Justice and Emergency Services, Central Government and Financial Services Programmes.
Annie Collings
Annie is the Programme Manager for Cyber Resilience at techUK. She first joined as the Programme Manager for Cyber Security and Central Government in September 2023.
Authors
Nick Muir
With experience delivering strategic value across multiple sectors, Nick specialises in digital transformation and the delivery of business and customer value through data, innovation and Digital Software Solutions.