| |JULY 20228CIOReviewDEPLOYING TECHNOLOGY THAT CREATES A DELIGHTFUL CUSTOMER EXPERIENCE By Temitope Sadiku, Global Head of Employee Digital Experience, The Kraft Heinz Company IN MY OPINIONDigital Transformation is perpetually popular in business vernacular. The phrase aims to describe the aspiration of business modernization through novel technology to lead the organization into a brighter future. Success should be measured by more than a successful technological deployment. The user of the new solution should feel delighted, that friction has in some way been alleviated, that the solution is intuitive and as a result their lives are enriched. At times, this approach can feel challenging. It requires investing time in understanding the problem we are trying to solve, incremental experimenting with proof of concepts (POC) and most importantly a human centered solution.Defining the problem In fast paced environments, there can be a tendency to rush to solution once a problem has been identified. If significant time is not spent identifying the root cause, we can spend time answering symptomatic surface level issues, without getting to the core challenge. In the Harvard Business Review (HBR) article Why Design Thinking Works, author Jeanne Liedtka discusses how applying the structure of the design process allows us to frame the true problem. Liedtka notes that "incorporating user-driven criteria", can alleviate analysis paralysis or the impatience of action-oriented designers. Rather than Temitope Sadiku
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