Delivering a 'Human Experience' can unlock incremental value for the workplace

In little over a year since the COVID-19 pandemic forced an almost overnight switch to remote working, many dimensions of the “future of work” as we visualized have become the norm. Creating rapid virtual desktops and cloud deployments have demonstrated high business value. However, most ongoing transformational initiatives focus on desk-based workplaces and tasks. Interestingly, we are beginning to see several workplace transformation use-cases in traditional sectors, that are generally considered more physical than digital and especially for functions such as industrial manufacturing or precision operations.

Organizations are creating data-rich environments using innovative solutions built on cutting-edge technologies such as AI, ML, and IoT to gain deep insights. The growing development in 5G technology promises high-speed connectivity and data flow, allowing businesses to explore new applications and derive incremental value. However, to achieve excellence in the workplace, organizations need to adopt a mindset designed to deliver superior human experiences (HX) for all their stakeholders.

What is HX, and why is it relevant?

In a digital world with limited human touch, creating a culture and a work environment that helps deliver or replicate a human experience for all stakeholders of an organization can go a long way. In its simplest form, HX is about keeping human-centricity at the core while designing experiences for employees, customers, or any other stakeholders.

Irrespective of where a stakeholder is on the value chain - from a supplier sitting a few thousand miles away to a worker on the shop floor, or a consumer on the other end of a screen - technology can unlock value at each touchpoint by delivering a human-centric experience.

Ushering traditional businesses into the digital age with 5G

Traditional businesses like mining, exploration or shop floors of manufacturing enterprises have remained a few levels shy of fully embracing the digital age, primarily due to the poor connectivity or availability of the right technology solutions. Providing reliable connectivity in these work environments through a private 5G network can enable several functionalities. A wide network of sensors can support real-time and automated monitoring of operations across large and challenging territories and provide services such as remote support and predictive maintenance. Both of which combine to deliver tangible financial returns while improving working conditions manifold.

Making workplaces smarter with Cloud and IoT

The concept of smart factories has caught on in recent years as IoT and smart connectivity solutions have become more accessible. With the advent of 5G, you can not only connect several sensors within a given radius, but also get sub-milli-second responses for data usage, that help in making real time decisions or taking prompt action. 

For instance, cloud-based data-storage and compute with high bandwidth connectivity can enable remote operation of machines, equipment, and even autonomous vehicles. This can allow the automation or mechanization of a multitude of operations where operators can monitor and control a machine in real-time without losing functionality. 

Pushing the envelope in the consumer sector

The pandemic has increased dispersion and individual consumption of services, and how they are delivered. To keep pace with changing preferences, consumer-facing businesses and services require a reimagination of how employees work in those sectors. And technology could play a critical role in enhancing that experience.

Education: Teachers can offer a more interactive and immersive teaching experience that can enhance learning. At an enterprise level, the same methodology can be used for training and skills development.

Healthcare: While telehealth has finally taken off during the pandemic, low latency connectivity can allow doctors to operate surgical devices and robotic arms with precision and in real-time. This opens new avenues for remote medical surgeries that can improve access to quality healthcare.

The real value of technology

A good way to gauge the value a new technology delivers is to visualize the new opportunities and possibilities it unlocks for businesses. First, by delivering a personal experience to all stakeholders, then through increased productivity and efficiency, and finally the new business models it can enable. To realize the potential of workplace transformation, adopting a human-centric approach is a good place to begin.

The article is authored by Rajesh Varrier, SVP, Head- Digital Experience & Microsoft Business, Infosys