From Task-Oriented to Human-Centered: Redefining Work with AI

Artificial Intelligence is revolutionizing the way we work. What exactly does that mean for your business, your employees, customers and shareholders? 

A fundamental shift from task-oriented to human-centred is challenging the traditional models and new set of fundamentals are required to prepare us for this shift.

There is no shortage of content on this subject, so rather than focusing on the tech, I will focus on human-led outcomes, a design approach that deepens our understanding of value creation, and making work better for humans.

For a moment, let's reflect on the human qualities needed to unlock the increasingly complex technology environment that your business has today. Navigating the tools, and systems you have in place today can be tricky and even overwhelming at times. But now with the rapid innovation of AI technologies disrupting almost every market and role it's no longer about navigating a complex tech stack, it's a fundamental shift in mindset to prepare for entirely new way of working.  

So how do we move forward? 

First things first, if you are in denial - take a moment. It's happening. There is a path forward and the opportunity to leverage this extraordinary innovation starts with acceptance. 

Ok, now that I have your acceptance let's move on. 

One of the most significant opportunities of AI in the workplace is the potential to automate repetitive and time-consuming tasks, allowing employees to focus on more strategic and creative work. Leading with human-led outcomes creates a new exciting opportunity to shift from task-oriented roles to cultivating new relationships with our workforce and entirely new ways of working. 

"New ways of working" refers to a shift in traditional work practices towards more flexible, agile, and technology-enabled approaches. It is an umbrella term encompassing a range of initiatives designed to increase productivity, efficiency, and job satisfaction.

The aim is to create a more responsive and adaptive work environment that enables individuals and organizations to thrive in an increasingly complex and competitive landscape. Of course, with any new technology, there are also potential challenges to consider. For example, there may be concerns about job displacement as more tasks become automated.

Deloitte Insights' skills-based organization survey revealed that only 19% of business executives and 23% of workers say work is best structured through jobs. As a result, a growing number of organizations are beginning to imagine work outside of the job—turning workforce management on its head by increasingly basing work and workforce decisions on skills—not formal job definitions, titles, or degrees. [1]

A skills-based approach can be co-created by leveraging AI technologies to automate repetitive and time-consuming tasks and focus more on human-led outcomes that deliver more value.

"A skills-based approach also helps promote diversity and equity in the workplace. In the skills-based organization survey, 75% of executives say hiring, promoting, and deploying people based on skills (versus tenure, job history, or network) can help democratize and improve access to opportunities. Merck and IBM, for example, are part of a coalition called OneTen that is committed to hiring, upskilling, reskilling, and promoting one million Black people without four-year degrees by shifting to a skills-first approach." [2]

The approach to AI technology implementations

It's crucial for businesses to approach AI implementation with care and consideration. A human-centric approach will ensure value is achieved, needs are met and adoption is increased. Change management is a critical enabler to aligning the new ways of working and adopting a skills-based approach. Training and support for your stakeholders are one of the most important pillars to ensure a successful transformation. 

Technology should be designed with the human in mind. A human-centered design approach is critical to the success of an AI technology implementation for several reasons:

1. Addresses User Needs: AI technology must be designed to solve real problems for users. Human-centered design ensures that the design of the AI system meets the specific needs of its users, resulting in a product that is more intuitive, useful, and effective.

2. Increases User Adoption: If AI technology is not user-friendly and easy to use, users are less likely to adopt it. By designing AI systems with a human-centered approach, organizations can increase user adoption and ensure that the system is used to its full potential.

3. Minimizes Bias: AI systems can amplify existing biases in data and algorithms, leading to unfair outcomes. Human-centered design approaches ensure that AI systems are designed with diversity, equity, and inclusion in mind, minimizing the risk of bias in decision-making.

4. Improves Performance: AI systems designed with a human-centered approach can improve performance by streamlining tasks, reducing errors, and increasing efficiency.

5. Enhances User Experience: AI systems that are designed with a human-centered approach can improve the overall user experience by providing personalized and relevant recommendations, increasing engagement, and ultimately leading to greater user satisfaction.

To achieve this understanding, You need to think like a researcher and employ techniques, including user interviews, surveys, and observations to frame the challenge. It also helps to develop a deep understanding of the needs and desires of our users, and it also helps to identify the key features and functionality that are the most important to them. 

Once you establish a shared understanding of what your users need, the value orchestration becomes clear. Unlocking the power of your workforce prioritizing meaningful work, new levels of productivity, efficiency, and innovation. Ultimately, leading to better business outcomes and sustainable societal impacts.

Evolution is necessary and fueled by innovation. Be thoughtful in your approach, design for humans and leverage the advancements in AI to propel forward and fundamentally shift the traditional ways of working to skills-based and meaningful.

Sources:
[1]  Deloitte Insights - Navigating the end of jobs 
[2] Deloitte Insights - Navigating the end of jobs