When it comes to designing and implementing IT solutions, I’ve learned that one thing makes all the difference: understanding your users. 

It’s not enough to assume what works or rely solely on IT platforms that tick technical boxes. True success comes when the needs of those who actually use the systems day-to-day are front and centre of decision-making.

Why Can't We Just Listen to Our Users?

It’s surprising how often IT decisions are made without consulting the very people who rely on the technology to do their jobs. I’ve seen instances where IT leaders decide on systems and platforms based on top-level priorities, only to discover later that users are patchworking solutions to work around those decisions.

For example, I’ve been in workshops where team members uncovered overlapping software being used in different departments to solve the same problem. Even more surprising? Sometimes, a team has quietly piloted software for years without IT knowing. Why? Because they were simply trying to get their work done without roadblocks. If that’s not a wake-up call, I don’t know what is.

The Role of User Personas

To bridge this gap, I focus on creating user personas. This process involves sitting down with people across departments to learn what they’re trying to achieve day-to-day. When these insights are brought back to IT, they form the foundation for better-aligned solutions. It’s not just about what technology can do; it’s about what people need it to do.

By using personas, businesses gain clarity on:

• How different teams interact with current systems.

• Gaps in efficiency and productivity.

• Pain points and overlooked opportunities.

When users feel seen and heard, the result is technology that doesn’t just “work”; it performs seamlessly in their specific workflows.

Collaboration Is Not Optional

It’s no secret that silos can be a death knell for progress. That’s why fostering genuine collaboration between IT teams and end users is so essential. 

Regular workshops, transparent discussions, and ongoing feedback loops aren’t just nice add-ons; they are necessities. These steps ensure that the end product is not just a technical success but a practical, user-friendly solution that drives broader organisational goals.

A Lesson in Alignment

The truth is, uncovering user needs sometimes brings unexpected results. You might realise the shiny new system you’ve been excited to roll out isn’t addressing the real gaps. But here’s the thing—that’s not failure; that’s progress. Realigning based on user input ensures fewer roadblocks and makes long-term adoption smoother.

Remember, technology is at its most powerful when it brings people together rather than creating additional barriers.

How Can We Elevate the Conversation?

If you’re in IT leadership or run an organisation, I encourage you to pause and ask yourself:

• When was the last time your IT decisions involved end-user input early in the process?

• Are your current systems building collaboration or leaving room for workarounds?

• How can creating deeper conversations with your teams unlock new efficiencies?

Final Thoughts

By focusing on the people behind the technology and prioritising their input, we create systems that boost efficiency, simplify workflows, and empower teams to thrive. It’s not just about the tech itself; it’s about what that tech enables people to achieve.