The use of artificial intelligence in the workplace is growing. 92% of companies plan to increase their AI investments over the next three years, but only 1% of leaders believe their organizations are “AI mature.” This dissonance indicates the growing problem – business leaders must develop sustainable AI implementation and end-user adoption strategies.
The long-term opportunity for GenAI is estimated to be $4.4 trillion in productivity gains for enterprise use cases. This potential can only be tapped by focusing on artificial intelligence to complement human productivity. Adapting company culture and preparing employees is vital as business leaders continue finding new ways to improve their businesses with AI.
In this article, we will explain the importance of having a people-first AI strategy, provide some tips for establishing human-centered AI for your organization, and provide examples we’ve found of successful implementation.
Why Do Organizations Need a People-First AI Strategy?
By aligning AI practices and governance with the needs of employees and other users, business leaders can promote sustainable growth while improving user experience across the board.
A recent study showed that 25% of companies have implemented GenAI technologies broadly across their offices – with another 25% having targeted plans to rollout GenAI in the coming months. Yet, only 10% of employees use these tools weekly, and only 15% believe their organization has a clear plan for successfully integrating GenAI into their business strategy. This leaves room for increased implementation and development of human-centered AI strategies.
As Soumitra Dutta, professor at the Cornell SC Johnson College of Business, says, “We have to use technology, not because technology exists, but because it helps us to become better individuals. When organizations deploy AI inside their work processes or systems, we must explicitly focus on putting people first.”
Maximizing the effectiveness of AI in the workplace depends on reframing the conversation around AI from the macro to the micro, from the robot taking over the workforce to a working companion that handles certain types of tasks.
For example, generative AI can automate tasks and analyze data, but it takes a human to process the products of AI and consider them within real-world contexts, experiences, and history. This partnership, when developed thoughtfully, maximizes the benefits AI can bring to a business and to employees’ careers.
This means that business leaders must structure teams and design processes that center humans as much as possible. This framing prioritizes human agency, which empowers employees to make better decisions, work more productively, and experiment with AI’s many possibilities.
Employees may be less hesitant to engage with AI tools when presented in this way. From there, it is up to managers and other business leaders to prepare their workforce to embrace artificial intelligence at work. Managers need to ensure that employees do not feel their value is in question or being undercut.
Securing full-scale AI adoption requires support through reskilling, upskilling, and disseminating information that can help employees adapt to new perspectives in work, productivity, and success.
How to Create a People-First AI Adoption Approach
Developing a human-centric approach to artificial intelligence requires prioritizing humans in every aspect of implementation and use. Here are some key actions leaders must take to build an AI adoption approach that puts people first.
Showcase contextual AI use cases on how it improves the quality of work
Generative AI is redefining workplace productivity. By automating tasks and helping people make data-driven decisions. This technology enables workers to accomplish tasks more efficiently and effectively.
By automating tasks that are more tedious or repetitive, AI gives employees more time to exercise their creativity and talent. As a result, this can lead to improved employee experience, increased confidence, and a renewed motivation to excel at work.
Here are some impressive ways AI is improving productivity in the workplace:
- Resolving routine support inquiries and providing links to relevant support resources.
- Automating business processes such as data entry, schedule optimization, and manufacturing workflows.
- Analyzing data to forecast trends and predict outcomes.
- Personalizing user interactions based on historical or behavioral data.
- Generating or improving content for marketing campaigns or internal announcements.
Notice that these use cases do not completely overlap with the core purpose of employee roles. Rather, they lay the foundation that empowers employees to do the work they are passionate about, and it gives them the time they need to refine their talents and produce exemplary work.
Create a frictionless UI for GenAI products
Optimal user experience is a key aspect of human-centered design. Employees already have their plates full, so when it comes to embracing AI tools, a smooth experience is essential. Ensure that AI interfaces are intuitive and easy to navigate. A frictionless UI eliminates frustration and keeps employees focused and in the moment.
Here are some essential aspects of people-first AI UI:
- A simple, uncluttered interface allows employees to move through AI workflows without thinking twice about their next move.
- Personalized experiences keep employees engaged and ensure that employees emerge from learning experiences feeling their time was well-spent.
- Embedded feedback mechanisms have double the usual benefits, helping users adjust behaviors in real time and empowering them to review the usefulness of various AI features within the flow of work.
By prioritizing user interface design, business leaders can ensure that employees can learn new AI tools with fewer obstacles and make the most of their new tools more quickly.
Provide hands-on AI training and user onboarding
Experiential learning has become increasingly prevalent in recent years, and for good reason. People tend to learn more quickly and retain more information when they learn by doing. This principle also applies to AI adoption.
Many organizations use the 70-20-10 model to optimize workplace learning through a hybrid, but experience-heavy approach. With this model, employees absorb 70% of information from hands-on learning experiences, 20% from person-to-person interaction, and just 10% from traditional education activities.
Modern digital adoption platforms, like Whatfix, support employees in the flow of work through in-app guidance, proactive help, and contextual assistance. With Whatfix Mirror, teams can build interactive software environments for risk-free training activities and application experimentation. Tools like this empower users to learn in realistic environments without the stress of impacting live data.
Support end-users in the flow of work
By embedding user onboarding and training for new tools into application environments, leaders can help employees learn new tools and workflows on their own terms, without losing productivity. With a digital adoption platform like Whatfix, managers can enhance user adoption by delivering relevant messages and tutorials that guide learners through the process. These messages can be custom-tailored to meet individual user needs, delivering support for best practices. It can also help users understand significant risks and the importance of data security related to AI tools.
By providing in-depth and comprehensive support within the flow of work, leaders can ensure that employees have the support they need to feel prepared and confident as they begin using generative AI at work.
Collect feedback on how to improve AI to better meet user needs
People-first AI adoption keeps human experience at the forefront from start to finish. As employees navigate new tools, provide ample feedback opportunities. By collecting feedback and making improvements accordingly, leaders can demonstrate their commitment to employee support while further maximizing the potential impact of AI integration on business.
End-user feedback opportunities can come in many different forms, from post-training surveys to manager check-ins. Here are some questions to ask employees to provide a better AI adoption experience:
- How comfortable were you with AI before beginning this training, and has that comfort level changed?
- Did you find the messaging in this training engaging and relevant?
- Was anything about this experience confusing or frustrating?
- Are there any resources you wish you had before starting this training?
- How do you feel this AI tool will impact your work?
Examples of a People-First AI Strategy
Here are some examples of major brands implementing people-first AI strategies.
- Microsoft helped U.K. oncologists use machine learning to analyze MRI scans, freeing up precious time and energy to spend more time with patients and providing heartfelt support.
- Freshworks uses a people-first strategy to integrate AI into engineering processes, leading to 61% of its engineers saying they produce better code with fewer defects.
- McKinsey partnered with the global bank, ING, to launch an AI-powered chatbot to enhance customer service, expand support functions, and protect sensitive customer data.
- Canada has recently rolled out a human-centered AI strategy for its federal public sector to maximize the amount of time government employees can spend handling complex tasks that serve Canadians.
AI Adoption Clicks Better With Whatfix
AI has the potential to amplify the value of the work employees do every day. This is made possible through proper training and support. With Whatfix digital adoption platform, employees receive hands-on training and moment-of-need support as they learn to use new AI features within the flow of work.
Whatfix Digital Adoption Platform is embedded within the applications your employees use every day to provide step-by-step guidance, relevant tooltips, and self-help tools. The best part? No coding necessary. Whatfix has pre-built widgets you can customize and deploy at relevant points throughout user journeys.
Whatfix Mirror provides even more in-depth hands-on learning experiences with simulated application environments. Employees can experiment and learn within these risk-free environments, leading to higher proficiency levels and boosted confidence.
Ready to learn more about Whatfix for AI Adoption? Request a free demo with us today!
