The new paradigm: Human plus and playing to win in the age of AI (MAM231)

Modernizing the Human Experience with AI

Key Takeaways

  1. Survival of the Fastest: Rapid acceleration of digital transformation and AI adoption has created a significant demand by consumers for seamless experiences.

  2. Adapting to Change:

    • There is a "readiness paradox" where organizations believe they have the right infrastructure and technology, yet are unsure if they are future-ready.
    • The skills gap, particularly around delivering technology transformation and AI, is a major concern for 65% of leaders.
  3. Whole Human Leadership:

    • Leaders need to focus on connecting employees to the organization's mission and purpose, not just on technology and innovation.
    • Empathetic leaders who can manage the pace of change and help employees evolve their roles are crucial.
  4. Skill Assessment and Transformation:

    • Partnering with HR as a strategic business partner is essential to align skills with future business and technology strategy.
    • A comprehensive talent strategy of "buy, borrow, build, bounce, and bots" is needed to address the skills gap.

Designing the Human Experience

  1. Understanding the Outcomes and Experiences:

    • Deeply understanding the problem and the customer's desired outcomes is crucial.
    • Design skills are essential to bridge the gap between business needs and technology capabilities.
  2. Designing for Collaboration and Co-creation:

    • The accelerating pace of change requires more creative, collaborative, and open design approaches.
    • Facilitating effective collaboration between cross-functional teams is a key skill.
  3. Leveraging Data and Measurement:

    • The ability to quickly build and test solutions, then measure their impact, is a critical capability.
    • The fusion of design skills with data skills is emerging as a new, valuable profession.

Embedding the Human Experience in AI

  1. Considering All Personas and Interactions:

    • When modernizing or migrating mission-critical systems, it's essential to consider the experience of all stakeholders, including customers, employees, and partners.
    • Ensuring a complete understanding of persona and their interactions is key to designing effective solutions.
  2. Avoiding Accidental Competition with Humans:

    • AI solutions should be designed to complement and empower human workers, not replace them.
    • Careful design is needed to ensure AI does not inadvertently put humans and technology in competition.
  3. Aligning Skills and Change Management:

    • Assessing the skills and perceptions of the personas using the AI-powered solutions is crucial.
    • Effective change management is essential to ensure the human experience is at the forefront of AI deployments.
  4. Embracing Collaborative Design Processes:

    • Incorporating AI-powered tools and digital collaboration into design workshops can accelerate the design process.
    • Blending in-person and digital collaboration is a valuable approach to leveraging the benefits of both.

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