The importance of UCD in digital transformation

As businesses continue to grapple with the challenges posed by the COVID-19 pandemic, high inflation, and macroeconomic volatility, many are turning to digital transformation as a means of driving growth and staying competitive.

One of the key components of this transformation is a shift towards a more user-centred approach, where businesses prioritise the needs and preferences of their customers in all aspects of their operations. In this context, the services offered by Wyser are more important than ever, as we help businesses to adopt user-centred design (UCD) principles and leverage customer data analysis to drive innovation and growth.

In their 26th Annual CEO Survey, PricewaterhouseCoopers (PwC) highlights the importance of digital transformation and user-centred design in driving business success. One key driver of digital transformation the report found is ensuring the viability of a business - 40% of CEOs surveyed said that they “believe their business will not be economically viable within a decade on its current course” (PwC). So what change is needed to remain competitive and maintain success?

According to the report, the biggest challenge to profitability is changing customer demands and, as a result, 82% of businesses are investing more in data and analytics to meet these challenges. In our own experience, clients who undertake customer journey optimisation find it to be an effective way of maximising customer lifetime value. Increasingly, businesses are recognising the importance of placing customer satisfaction at the centre of their operations, and they are investing in user-centred design and customer data analysis to achieve this goal.

This is where Wyser comes in. As a leader in user-centred design, AI, and customer data analysis, our technical expertise is world-class. Alongside our technical capabilities, we also recognise that a true and meaningful digital transformation can only be achieved when people come first. It’s common sense. It’s not far-fetched, but so many companies aren't fully embracing this concept. Our services are designed to help businesses create a culture that is more agile, innovative, and customer-centric, leading to improved business performance and increased competitiveness.

The same survey also highlighted the importance of investing in culture change and upskilling the workforce to enable effective digital transformation. Digital transformation can present several perceived challenges for an organisation, including a skills gap or a lack of resources. At Wyser, we understand the cause for hesitation but this must be weighed up against how essential it is to stay ahead of the curve. As a result, we work to fully identify the challenges that you may be facing right from the beginning and upskill teams for transformation. Our goal is to ensure the success of the business when we have completed our project.

The findings of the PwC CEO Survey highlight the growing trend of businesses adopting a more customer/user-centred approach and the importance of digital transformation in achieving this goal. As a leader in user-centred design and customer data analysis, we are well-positioned to help businesses navigate this transformation and drive growth and innovation. With our world-class tools and expertise, businesses can create a more customer-centric business model that delivers real value to customers and drives long-term success.

If you would like to know more about how we can help your business stay ahead of the curve, get in touch and let’s have a conversation.