Why Business Adopts (Effective) Service Design

Happy adopters

“How do we address the people [businesses and employees] that just refuse to adopt [our technology solution]?”

This was a question raised in a recent stakeholder planning conversation regarding their service offering. This question, and the topic of adoption, stuck with me well after the meeting, so much so that you’re reading this perspective now.

Provide value to people

People: corporations, businesses, vendors, employees, customers, [add relevant human category here] respond to savings:

  • Emotion; How are you improving their lives?
  • Process; How are you saving them time?
  • Work; How can they complete their responsibilities faster?
  • Technology assistance; Do people even need to complete this work?

The collective goal should be demonstrate how, through human-centered design, people can complete their desired outcome in a more efficient, effective, and secure manner for themselves and ultimately the people they serve.

Identify effective outcomes

Service providers should identify areas to save time and obtain clarity for people in their day-to-day work. As a result, we now have the service-to-solution answers to not only articulate, but demonstrate:

  • Who can perform work with delightful purpose
  • What processes drive successful business outcomes
  • How technology, designed with purpose, can remove barriers-to-progress and speed decision-making
  • Why adoption leads to monetary savings and return on investment

Allow for informed decisions

Bottom line, you cannot force anyone to accept [adopt] any service and its corresponding solution. However, you can involve > listen > understand > educate > demonstrate > and guide people to better outcomes.

The ultimate decision to adopt will always rest outside your personal control. However, when design, as a practice, is applied correctly; you just made it easier for others to say “yes.”

This is design applied to business and tactical endeavors moving forward.

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The Author

Stephen is an experience designer in Portland, Oregon who collaborates with stakeholders on design research, information architecture, through interaction and visual design for services and software.