What does it mean to be 'People Centric' vs 'Process Centric'? Compliance-Based vs. User-Centric Success Metrics
Traditional change metrics focus on compliance and completion, whereas the Human Quotient approach emphasises user satisfaction, engagement, and productivity improvements as key success indicators.
Compliance-based success metrics would limit measurement to indicators such as training completion, logins, uploads and downloads – as well as basic project success measures that might follow technical milestones on a Gantt chart being met successfully.
These basic types of measurement in isolation, or as larger un-segmented data points tend to ignore measurement of the real human experience to any detailed degree and prioritise short-term implementation success against longer-term goals and targeted business outcomes tied to ROI.
The shift to people-centric success measurement requires understanding how well the change resonates with users and the extent to which it positively impacts their daily work.
One effective tactic is conducting regular user satisfaction surveys that gauge how comfortable and confident users feel with the new system. Questions might explore ease of use, perceived value, and alignment with individual roles. High satisfaction scores can indicate that the change is well-received, while lower scores highlight areas where further support may be needed.
Engagement metrics are another essential part of the Human Quotient approach. These could include going beyond tracking system logins as broad metric and looking at this more granularly (by team, market or user type). Going further; indicators such as feature utilisation, or time spent on training modules, showing how actively users are embracing the change. A high rate of feature usage, for example, would suggest that users find value in the new system beyond basic requirements.
There are additional indicators that one might consider also; the extent to which content is tagged accurately and completely, the volume of ad-hoc content support requests and similar measurements can be evidence of successful change practices and good adoption for Digital Asset Management.
Finally, measuring productivity improvements provides insight into the tangible impact of the change on users’ work. This could involve tracking time saved on specific tasks or monitoring output levels before and after implementation. Together, these metrics provide a more holistic view of the change’s success, focusing on the true value it brings to users and the organization.
