Digital Transformation: Planning for the Future of Work

Michelle Horton, Ed.D., Executive Director, Center for Teaching, Learning, and Technology, University of West Florida

Michelle Horton, Ed.D., Executive Director, Center for Teaching, Learning, and Technology, University of West Florida

As the workplace increasingly relies on technology to improve employee and organizational productivity, the technical support necessary to enhance operational efficiency, also, continues to expand from supporting basic functionality of hardware and software to supporting workflow processes and the user experience. Addressing the need for continuity of work during a global pandemic required organizations to accelerate the implementation of new technologies. This seemingly overnight change created a challenge for employees as they navigated a new environment of information overload, technology adoption and workplace engagement. As the future of work evolves from simply automating processes to enhancing employee productivity and job satisfaction, employers must intentionally plan for workplace efficiencies centered around human performance technology and the user experience—from both staff and customer perspectives. Below are some considerations for organizations as they approach digital transformation and change initiatives that support employee engagement, workplace learning, and business optimization.

Start small to scale big: Launching initiatives involving large scale change or technology implementation associated with digital transformation and process improvements can be overwhelming. It’s important to remember that you don’t need a lot of new technology in place to make a real impact on workplace efficiencies and employee productivity. Start with a plan that is doable and has the potential to create small changes across the organization that can immediately be seen and considered “wins.” Starting with a review of existing technology and critical workplace processes can identify the low hanging fruit that exists in every operation. Oftentimes, simply using technology already in place to its fullest capacity reduces the need to add more products to the mix.

Build relationships with key stakeholders: Identify key stakeholders across the organization and find decision-makers who will champion and support change initiatives leading to technology adoption and business optimization. This may mean establishing a cross-functional team to review work efforts that support the same organizational goals or objectives. Many organizations work in silos with multiple units using data and technology in different and misaligned ways. Build a core team to develop solutions for common problems and identify a mantra or value proposition to continue to turn to throughout the project or initiative. One effective mantra is “how do we make the work easier.” When we constantly ask that question as a team, it serves as a ripple effect and an opportunity to strengthen relationships as we expand our work with other units across the organization.

“Oftentimes, simply using technology already in place to its fullest capacity reduces the need to add more products to the mix.”

Follow a project planning framework: It can be challenging to keep up with who’s doing what and when. Using agile project management frameworks like scrum and kanban help project teams clearly document action items, keep the project moving, and assess opportunities for continuous improvement. Many organizations have project planning tools that are underutilized because users have not received proper training or context for how the tools fit into their everyday work process. Make sure to clearly communicate the project planning process at the beginning of the project and build in the right support and resources for the planning process. A train-the-trainer approach to setting up and defining the project planning process sets the stage for a successful project launch and builds sustainability for coordination of successful projects in the future.

Facilitate and lead with the future in mind: Look forward, not backwards, when considering solutions to address organizational problems. In other words, don’t just move work from one person or unit to another without considering process improvements. Continually turn to the question “does this change make it easier for the user?” If the answer is no, then it’s a cue to revisit the problem and rethink solutions. Cross-functional teams are a great way to explore perspectives from different viewpoints to understand each unit's approach to continuous improvement. As cross-functional teams share their work processes and the tools they use to navigate their work, opportunities for collaboration and alignment of strategic efforts are often realized.

Make it easier to navigate resources: On-demand resources and support for self-service navigation are key to improving the user experience for both internal and external users. Reviewing frequently asked questions is a great start to identifying training or informational resources that would be beneficial in an on-demand format. Using predictive analytics to push information to users in a just-in-time manner reduces information overload. Chatbots, live chat and interactive text messaging are modalities of communication that allow for quick and timely messages that get right to the point by pushing notifications and links to the right information at the right time. Put this process on a cycle for periodic review to address continuous improvement of resources that enhance the user experience.

Addressing digital transformation and the changing nature of work doesn’t have to be done all at once. Incremental efforts can add up and provide the opportunity for employees to continually assess and prioritize work in a way that increases employee productivity and job satisfaction. Enhancing the user experience begins with supporting efforts that address workplace processes and technology adoption. Building upon small projects, pilots and initiatives can lead to scalable change across an organization with the added benefit of making it easier to navigate resources, support, and just-in-time information. 

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Digital Transformation

Digital Experience

Information Technology

Retail

IT Infrastructure

EdTech

Predictive Analytics

Project Management

Employee Engagement