‘Digital Transformation’ is a term that is being used widely throughout the industry, but what exactly is digital transformation and what do we mean when we talk about digitally transforming businesses?
Why digital transformation?
All businesses and their subsequent units are constantly subject to threats, these can include changing customer expectations, competitors, legislation, technology and the economy. It’s the convergence of these threats, coupled with a business’s inability to evolve as quickly as the market demands, but a desire to do so, that generally leads to the adoption of a digital transformation programme.
Applying digital transformation to enterprise
Generally, digital transformation is considered from three points of view. Businesses can require transformation of one, all, or a combination to help them work and grow.
- Customer – using digital technology to help businesses understand the customer, enhance the customer experience and transform customer touch points.
- Operational – the digitisation and reengineering of processes, workflows, automation, enablement of remote working and knowledge sharing and internal communications.
- Business model – creating new digital products and services, transitioning into digital from paper and generating revenue through digital.
Put simply, it’s about identifying opportunities, pain points and inefficiencies, then introducing and scaling digital products and services that can be used easier and faster across the business. It’s revolution not evolution, transformation is more than an organisation’s required ability to adapt with the market. It’s a complete undertaking on a single or suite of elements.
TRW and digital transformation
At TRW, we guide enterprise clients through the digital transformation process to help them work and grow, solving problems with informing, interacting and transacting through digital.
Here’s how we do it. Acting as strategic partners we analyse performance; reviewing data, generating user feedback and insight, interviewing stakeholder groups and analysing business processes to identify transformational opportunities.
Solutions are then defined through workshops, creating personas, mapping user journeys, through to creating a digital roadmap and technical architecture. Innovation days also add value by allowing us to start wide, asking questions such as “wouldn’t it be great if…”, narrowing the outlook slightly to a certain issue or process e.g. online transactions, then closing in further to a specific focus such as “self service for customers”.
We then work to bring new products and services to life through a mixture of hi and lo fidelity prototypes and guided user journeys to show clients how the solution is being shaped over time, ultimately designing, developing and delivering a solution which provides tangible impact on their businesses, whether it’s data modellers, knowledge hubs, content repositories, comms portals or external service support tools.
Always be deploying
Remember that it’s a continuous process. Digital transformation isn’t about adopting a change process then sitting back. We’re in it for the long haul, seeing our work with clients as a longer-term partnership. We test, deploy, listen, iterate and repeat, adopting an ‘always be deploying’ mentality to provide agility; evolving the product as user habits and requirements change. This philosophy allows us to create a future-proofed solution to help our clients work and grow.
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