Digital Transformation: Taking A People-centric Approach


We all enjoy the feeling of being in the center of everything. While we definitely can’t be the center of the solar system, you will be pleased to know that Digital Transformation heavily centers on the ‘people.’ 

The process of digital transformation is not only about digitizing your data; it’s about creating new means of business processes, culture, and customer experience. The new era of business in the digital age is through DT. It has three crucial aspects: Business, Technology, and People.

On hearing the words digital transformation, most quickly assume that business and technology are at the center. After all, how big of a role could people possibly have? Companies fail to recognize that developing a vision and carrying it out are enabled ‘by the people.’ This standard error by businesses during digital transformation has a disastrous effect on their success rate. 

A McKinsey Global Survey of executives published in 2020 shows a steep acceleration in the adoption of digital technologies. Over 70% fail to achieve success in digital transformation, only 16% provide a visible success rate in the long term, and 7% show improved performances that did not sustain. 

Much like how the democracy of a Nation has people as the foundation, digital transformation if of the people, by the people, and for the people. 

Digital transformation is ‘of the people’

The process of research, planning, and maintaining clarity constitutes ‘of the people.’ Research through surveys and in-depth interviews helps understand the users, who are pivotal in the human-centric approach of DT. The data collected from this stage is incorporated to structure the implementation plan. To relaize the full potential of DT, this entire process must be done with utmost transparency. 

Digital transformation is ‘by the people’

Any plan needs individuals to carry it out. Be it snow or rain; leaders power through to achieve the goals. An organization has to have excellent leaders who can harness the technology toward its goals. Their vision, strategy, and direction will help shape the plan that further helps design the tech. Similarly, employees hold equal importance when it comes to being detrimental to digital transformation. They bring various perspectives in contrast to the leader, which helps develop a more holistic approach to digital transformation. 

Digital transformation is ‘for the people’

The most important aspect of the digital transformation process is focusing on the audience for ‘who’ it began. The users and audience are positioned at the core of the entire transformation. In 2017, McDonald presented it digital transformation plan – the then CEO, Steve Easterbrook, called it the Velocity Growth Plan – it was based on three pillars: retain customers, regain lost customers, and attract and convert new customers.

How not to fail in digital transformation?

People (not just customers) are the center of digital transformation, and if they are not, you have to plan again. No matter how many excellent ideas the business oracles at McDonald’s HQ come up with, if franchise owners aren’t convinced to adopt and pay for new technologies, it’s destined to fail big. We can’t separate people groups when we think of digital transformation. It’s a process for all – that’s the way to success.

Hilton has led the digital transformation in the hotel industry quite well. Guests at Hilton hotels can now take greater control of their stay through a mobile app. The key here is not the mobile app but what people are allowed to do with that and how it elevates their experience. Both the employees at Hilton and the guests who spent their time there.

Start by asking the right questions? At Digital Leaf, we love to ask questions. One, it gives us clarity about your needs. Two, it gives you clarity on what to achieve with digital transformation. Like we said, ‘utmost transparency.’ If you’re ready to answer some questions to make the most of digital transformation, reach out to us via:

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