Step 1: Identify the Main Challenge
One of the biggest challenges faced by Technology Solutions teams and their clients originate from a lack of empathy for user needs. The first step is to conduct research to develop a deep knowledge of the users and their context for using the service. This forms the cornerstone of what is known as the “Service Ethos”.
When this step is consistently omitted from the Service Ethos, it ultimately leads to reputation damage for any Technology Support & Delivery function. This in turn negatively impacts the end-user experience both within the business and the people to whom the solution was intended to serve.