In most business and technology transformations I’ve worked on, there’s a familiar pattern:
Technology? Tick.
Process? Tick.
Great. Another transformation project wrapped up. Or is it?
Here’s the uncomfortable truth: you’re only scratching the surface. Technology and process are the easy parts—they’re visible, measurable, and give you that satisfying sense of progress. But the hard part? The part that determines whether your transformation actually delivers value? People.
Customer Centricity Is a Buzzword—What About People-Centricity?
We love to say we’re “customer-centric.” It sounds great in strategy documents. But what does it actually mean? Let me break it down: it’s about people.
And not just customers. It’s about the people in your organization who will live and breathe the changes you’re introducing.
When we talk about change management, what we really mean is this: how are you preparing and supporting people to navigate what’s coming? Let’s not sugarcoat it—most organizations aren’t.
The Old Way Is Broken
Here’s how it used to go:
- Conduct some token user testing.
- Ignore the feedback because the product was already built (too late to change it now, right?).
- Throw together some training sessions.
- Fire off an email.
Done. Dust your hands off. Congratulations, you’ve transformed… on paper.
But let’s call this out for what it is: compliance theater.
We didn’t empower people to adapt—we told them to deal with it. And when things didn’t work, we buried the problem in spreadsheets, created shadow processes, and slowed down productivity.
Are You Ready to Stop Repeating Mistakes?
Here’s the kicker: we’re at risk of making the same mistakes all over again—just with fancier technology. We’re great at adopting tools and refining processes, but if we fail to put people at the heart of it, we’re setting ourselves up for mediocrity.
The Case for Human-Centered Design
- Start with People, Not Technology: Don’t assume you know what they need. Ask. Involve them from day one.
- Design for Real Humans: Fancy features don’t matter if they don’t solve actual problems.
- Lead with Empathy: Change isn’t easy. Equip people with the skills and mindset to thrive, not just survive.
This isn’t about being nice—it’s about being effective. People who feel seen, heard, and valued are more likely to embrace change and drive success.
Transformation Isn’t a Checklist
Let me challenge you: the next time you kick off a “transformation,” stop ticking boxes and start asking the hard questions. Are we designing for humans? Are we making life easier, better, and more productive for the people who matter?
Because if you’re not, let’s be real—you’re not transforming. You’re rearranging deck chairs on the Titanic.
The choice is simple: repeat the same mistakes with new tools, or take a bold step forward with a people-first approach. It’s not easy, but that’s the point. True transformation never is.
So, what’s it going to be? Keep playing safe, or disrupt for real? 😉
