User-Friendly Tech Is Not the Solution, It’s the Catalyst

Author: Kayla Oatneal , Project Coordinator

A portrait with only an outline of a figure is incomplete without a wide array of colors, contrast, shadings, and intricate details. All the minute details are not only vital to bringing the entire picture together, but also help to create a visually appealing experience for the viewer. I strive to always look at the "Big Picture" when supporting government initiatives by considering the task at hand in addition to the customer experience. This analogy was at the forefront of my mind as I embarked on planning and facilitating a retrospective for a challenging project characterized by diverse opinions and potential tensions about “what went wrong.”

I knew the key to a successful retrospective was fostering an environment conducive to open and collaborative dialogue.

When the customer initially suggested using “Idea Boardz,” I paused to consider our options. I reached out to consult with my network, gathering insights, and reflecting on the needs of our group. I decided to use “Mural.” This platform, though new to me, promised a more engaging and visually appealing experience. It wasn’t just about choosing a tool; it was about crafting an experience that considered every participant’s interaction and comfort.

In preparation, I connected with one of the project directors to delve into the nuances of the project. We discussed everything from participant dynamics to desired outcomes. This conversation was crucial—it was about understanding the human elements at play, not just the project goals. I then structured the retrospective into four key areas, allowing everyone to share their insights via virtual sticky notes. This method provided an organized yet flexible framework for everyone (even those who don’t like to speak up) to have their perspectives ‘noted.’ After the first meeting, I further organized the “stickies” from most votes to least votes and grouped all of the related “stickies” together within each section. This would help to organize the discussion and create a hierarchy of the most important to least important topics, ultimately allowing the conversation to flow effortlessly.

The result? The second meeting unfolded seamlessly. There was no tension, only constructive discussions, and we finished ahead of time. The positive feedback I received about the organization of the Mural board and the effectiveness of the platform validated the pause I took to gather some data and incorporate the people to whom the solution would be serving. More importantly to me, it worked for my team, for the mission they’re supporting, gave each person a sense of ownership over the project’s success and failures, and will make them a better team for the next project.

The cherry on top - although I could have used the original platform suggested by my customer, this experience served as a powerful affirmation that prioritizing human elements leads to more effective and harmonious outcomes. In our field, particularly in a company like mine, it works to go beyond the norm, this human-centered mindset is what drives exceptional results.

It’s not just about using the most sophisticated tools; it’s about how these tools are used to enhance human interaction and achieve the project's objectives.

It's a reminder that in the end, the success of any project lies in how well we understand and respond to the human element within it.