In the digital transformation, technology is a means, not an end – Computerworld

Over the years, IT organizations were considered innovative by the use of technology, resulting in changing the way people worked. Today we need a lot more than technology to impactarmos people and businesses.

I remember how surprised I was when I saw the first dashboard consuming a database. The enthusiastic presenter clicked effusively in graphics and new views and dimensions exploded on the screen as if by magic. Unfortunately, users could not understand the real need for it and could see complexity.

Not far away, I remember when I was presented the frameworks of software development. The model was full of tools for code generation, reports, screens and standardization of architecture, which promised optimize development costs and speed deliveries. Unfortunately the developers felt pruned and users see no value to their day-to-day.

These are just two examples, but enough to realize that technology is not an end, it is a means to achieve the satisfaction and delight of users.

in times of transformation or digital revolution, seek invisibility technology to automate discrete and transparent process is the way. Users do not want to know the version of the database, the protocols used, it is “in the clouds”, the application architecture or any other kind of “journey” technology. They want to trigger an action and get the result.

Services like Uber have their technological complexity, but certainly what massified adoption services were human and emotional issues (water, the bullet, the service cuts). The technology via smartphone use was not the only interaction they had other relationships that were as important as the positive experience via mobile service usage.

Understanding these interactions we have with the users is a key factor for to improve our relationship and the delivery of our products and services. A clear and pragmatic view of the Customer Day in the relationship is the basis for us to deliver what was promised, understand what they would like and, above all, as a form of enchantment, providing experiences that customers want.

* Alex Marin Silva’s Customer Experience manager of IT probe.