Inside Those Boxes And Arrows Are People. And They Matter
When you focus solely on efficiency and cost reductions, you ignore the people that drive your business. Through the 80s, simply computerizing business process was considered innovation. That digital drive led to honing processes for greater and greater efficiency. Today, successful innovation starts with addressing the human thread running through your business.
This process diagram illustrates a recurring process – in this case an ideal future state process – including roles involved, steps required and technology that will be used.
What We Do
WE OBSERVE WORK IN CONTEXT
Through direct observation and investigation into how people work, our experts gain insight into people’s needs and behaviors. We identify their workarounds, frustrations and mistakes, and ultimately uncover opportunities to create compelling improvements to the way people work. By addressing human need as a system requirement, we’re able to develop accurate and innovative strategies and tactics for better future-state operations.
- Our researchers transform insights into actionable process and system requirements.
- Our designers visualize the people, process and technology within your business now – and reimagine an improved future.
This behavioral insights map illustrates how emotional events in a consumer's experience can impact and change their trajectory.
How We Do It
WE EMPOWER PEOPLE AS AGENTS OF CHANGE
At Electronic Ink, people’s needs – both cognitive and emotional – help define process. We believe that processes designed for efficiency must also support human ability, expectations and goals. For a process to truly succeed, it must meet the needs of the people working within it. At the same time, those processes should be enjoyable and engaging. By translating our understanding of human need into richer, more accurate system requirements, we’re able to design solutions that not only work – they delight.
Research revealed opportunities at each stage in a process. The larger the circle, the bigger the opportunity for improvement.
A future state workflow was designed to illustrate changes that improve customer experience at key touch points.
This current state model illustrates the human realities causing problems in a new product approval process.
For the first time I can actually see what is going on here. I’m not letting this picture out of my sight.
- EVP Global Wealth Management
It all comes down to people, process and technology. We think we have the process and technology figured out...the people are still the focus.
- Director of IT and Technology Delivery