What does it mean to be 'People Centric' vs 'Process Centric'? Top-Down Process vs Collaborative Journey
Traditional change management follows a hierarchical, top-down implementation, while the Human Quotient approach treats change as a collaborative process, involving users early to build ownership and enthusiasm.
Top-down implementations are characterised by a lack of transparency and inclusivity on topics such as requirements, process design & data schemas.
This approach overlooks the value of insight and input from the day-to-day ‘users on the ground’ that are close to existing processes and workflows. A ‘Them’ (Leadership/Program Team) versus ‘Us’ ('the User Community’ dynamic can be perpetuated here, undermining engagement and buy-in from those whose adoption is paramount to the success of the implementation.
Early involvement of the target user community is a critical part of the ‘people-centric’ approach.
By inviting users to participate in requirements capture, application design, pilot testing and feedback sessions, they become partners in the change rather than mere recipients.
This can be achieved by forming cross-functional focus groups that represent different departments, ensuring diverse perspectives are considered from the start. As users share their insights and preferences, the system can be adapted to better fit their actual workflows, building a stronger foundation for adoption.
Another effective tactic is to empower early adopters or “change champions” within each department. These champions can be trained in-depth on the new system and serve as resources and role models for their colleagues, fostering a peer-to-peer support network that builds trust and excitement around the technology.
Conversely, actively engaging with detractors and bringing them into the project can help to convert them into powerful advocates with impactful results on the understanding, perception and future engagement of their direct peers.
Regular updates and open communication channels allow users to stay informed and feel connected to the project’s progress, reinforcing that their feedback truly shapes the end solution.
