IoT and the human touch: making technology work for everyone

Installing IoT and edge technology and assuming this will automatically put your business in the digital fast lane is like getting a premium gym membership and expecting to get fit just by showing up. You have the tools for improvement, but they don't do the work for you. 

According to often-quoted Cisco statistics published back in 2017, at least 60% of IoT initiatives never got past the proof-of-concept stage, and only 26% of companies reported IoT initiatives they considered a complete success.

Several years on, the technology — which is just one of four key aspects of IoT implementations — has evolved, but the broader reasons for the high rate of failure remain.

We know that data security, privacy and regulations matter greatly. It’s important to feed real-time information from IoT sources into your company’s systems, as delayed data is no better than data gathered manually. And, in the age of AI, the principle of “garbage in, garbage out” still holds: without quality data and robust data governance, you won’t get far.

Then, of course, you also need to consider the ROI of these projects right from the start.

But often, IoT projects fail simply because organizations and vendors focus on the technology or the “things” while neglecting the human element. Without a well-considered plan that takes people into account, all you have is a lot of potential. It’s all about taking action.

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Understand the human element, then design intuitive solutions

An IoT alert, recommendation or alarm is only as good as your ability to act. It’s important to understand the process flow and where the human element interacts with an IoT device: What information is needed, how much information, when is it needed, who needs to know and so forth. We cannot think about the Internet of Things without also considering the internet of people.

One of my very first projects as a consultant was to implement a mobile device to assist engineers in a telco switching center, or central office, in conducting their work. A key point of feedback was that the text on the screens was way too small for most of them to read.

User experience must be part of a design from the start, and it’s critical to employ a diverse team that can consider many types of user scenarios. Change is hard, but understanding current processes can reduce the impact of significant changes. For example, are the end users constantly on the shop floor? If so, the interface needs to be mobile. They won’t be able to keep running up to a control room to log in on a PC and review a dashboard. 

Making a success of an IoT implementation involves far more than just deploying devices and systems. You need to design intuitive solutions that improve workflows without adding unnecessary complexity.

Get your employees’ buy-in

As mentioned above, change is hard and often met with resistance (I always use the example of swapping out my mom’s iPhone for an Android device). This is especially true when it affects jobs and existing processes. Good project managers anticipate this resistance and know that the only way to overcome it is by involving key stakeholders from beginning to end. By incorporating their input from the start, you can ensure a smooth transition to an IoT project tailored to their actual needs. This is even more critical if the workforce is unionized or if there is distrust between employees and management.

For example, employees working in a smart building fitted with energy-saving IoT technology can become enthusiastic advocates for sustainability when they understand the benefits and their role in achieving them. With proper engagement and education, they’ll be more likely to adopt behaviors that complement the technology, such as closing windows and using temperature controls efficiently, thereby maximizing potential savings.

 By incorporating key stakeholders' input from the start, you can ensure a smooth transition to an IoT project tailored to their actual needs

We developed a computer-vision solution for a logistics client to validate orders being picked and packed, reduce picking errors and provide an audit trail in the event of a discrepancy between the retail location and the warehouse. We wouldn’t have succeeded if we had simply installed cameras and turned on the system. The employees were involved from the start to help them understand that the solution was an “aid”, not a “big brother” solution, and their feedback was solicited. In addition, NTT DATA brought in supply chain experts to redesign processes to work with the new technology, leading to a successful implementation.

Build trust in the technology

A common complaint I hear is, “My employees ignore most of the alerts or alarms they receive.” They believe it’s a false alarm or that it doesn’t show the root cause of the issue. Most workforces today are a mix of digital immigrants and digital natives. The challenge is to convince the digital immigrants that the data and insights from IoT are just as good as, or better than, their decades of experience.

Security by design, privacy by design and collecting only necessary data that is “fit for purpose” are key elements. Another is leveraging AI and machine learning to reduce false positives. At NTT DATA, a networking company at its core, we bring our experience in managing telecommunications networks to IoT with capabilities such as alarm correlation and root-cause analysis.

I had a client that wanted to free up their master mechanics to focus on their maintenance work. However, these mechanics had to spend a good part of their day walking around the plant, inspecting equipment. The solution was to attach sensors to the equipment, but the client stated that “the challenge will be to get them to stop doing their daily physical inspections”. So, we involved the mechanics right from the start to help them understand the technology and see that it was there to help them, not replace them. We also involved them in testing to show that the technology really was effective.

Create a support and feedback loop

Every environment is unique, and real-world situations provide many variations that may not have been anticipated while the solution was being developed. It’s important to not just stop at implementation but to provide a feedback channel for employees to suggest tweaks and improvements.

We schedule regular reviews to understand if the key performance indicators of a solution’s business case are being achieved. These can include improved uptime due to better maintenance procedures, reduced waste from early defect identification, and higher customer-satisfaction scores from better inventory availability.

Work with the experts

While the technical aspects of IoT are undoubtedly important, human considerations are equally vital. Projects that focus on people are more likely to succeed, which means the technology will be used to its full potential and lead to a higher ROI.

At NTT DATA, our approach is to provide a holistic solution that goes beyond just technology. It starts with user experience, security and privacy by design. Our clients trust us to get it right, and we know we have only one chance to get users on board — so that’s exactly what we do.

When done right, IoT and edge computing can truly revolutionize your business. Let us help you succeed.