Converting Skepticism to Support: Lesson Learnt
I consider myself quite tech-savvy, and I've always been eager to dive into the latest tech and solutions. But not everyone shares my enthusiasm; some folks, quite the opposite. When new technology enters the scene, they tend to hold back and be a tad skeptical. You might even think that they are conservative and resistant to change, but in reality, they just need a little convincing.
So, why the hesitation, you ask?
As a member of the product team, our goal is to bring in new solutions that add value. To do that successfully, we need to collaborate with everyone, including those who might be wary of change. To kick things off, it's crucial to understand why they hesitate.
Us tech enthusiasts get excited about the endless possibilities of new technology. We focus on what could be achieved if it goes right. But for our colleagues, their main aim is to get their job done. While there might be exciting opportunities, they worry about how introducing something new might disrupt their daily working routine, or in short, go wrong. They often wonder, "Why fix something that's not broken?"
To address these valid concerns, we need to do more than just point out the benefits of the new solution. We have to reassure them that we've thoroughly thought through their current procedures. And guess what? I've discovered two fantastic tools that have been incredibly useful in this process.
Service Blueprint – A Clear Roadmap to Success
Service blueprinting is a powerful tool that not only reveals the gaps in our current processes and helps us brainstorm new solutions, but it also guides us to identify the key tasks and touchpoints in our current workflow—the very things that currently make our business model tick. When we design new solutions, we must ensure these steps and touchpoints have been taken care of (in either a new way or the current way), and seamlessly integrated with our existing systems. To ensure our initial design aligns, I use the service blueprint to compile a list of features for the new product, ensuring we cover all the bases.
But here's the magic: I then take the design decisions I've made and insert them into the service blueprint with a shiny "New" column. This showcases the new solution alongside the concurrent standard operating procedures (SOP). With this document in hand, I can confidently demonstrate to stakeholders how their daily work routine will be affected and I can now openly invite them to provide their input on the new solution.
Prototype – Where Ideas Take Shape
Another nifty tool in our toolbox is the lo-fi prototype. It's not just for testing out new things; it's also for showing how old things can be done in a new, improved way.
The lo-fi prototype doesn't just inform the development team about the concept and interactions of the new product; it also illustrates how existing processes will be rearranged in the future. This visual representation allows our colleagues to give feedback before we even start building anything.
"I was skeptical about this change, but when I got to try it out with the prototype, it made a lot more sense."
By combining the detailed description in the service blueprint with the hands-on experience of a lo-fi prototype, we can dispel many concerns and prove that we've taken every possible aspect into consideration. We empower our colleagues to comment on how we've addressed their worries and suggest further improvements.
In the end, it's all about democratizing the product design process by consulting our internal stakeholders. When they feel respected and empowered in the product development journey, and be confident in the digital team, they will become more willing to support us and provide invaluable insights that lead to our product's success.
In the long run, this is how we cultivate an environment of digital transformation within our company—a place where we can all count on each other.
So, the next time you encounter skepticism about your tech ideas, remember the power of service blueprints and lo-fi prototypes. They're not just tools; they're the bridges that connect us to a brighter tech future.
