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A law department says that it wants to "increase efficiency." Not really sure what that means, the department leaders decide that it must include moving some things they do manually—or things they don’t do at all—onto a computer system. All agree that computers make things efficient and by using technology, the law department will be perceived by those outside the department as "with it." Focus on the process not the people. Don't jump the gun in going to software. Put in process improvement terms, they went to software before they had reached the limit of process improvement.
From Deloitte. Thoughtful points: converge analytics, digital and innovation. Understand customer experience; fail fast; identify skill gaps & purple people. Be specific about your innovation ambition. Start controlled brush fires.
Catherine Courage champions user-centered design—not only for the benefit of the software company’s customers but also for its employees.