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The process of human-centred observation

By understanding how you can add digital value to your clients and customers, you can define your own digital strategy. Your organisation’s digital solutions will come about through a process of human-centred observation and engagement of your own customers’ needs.

Your customer is always right. Right?

Some of our clients believe that their clients aren’t being considered enough when it comes to digitisation. They feel that not all digital developments go far enough to understand today’s constantly changing end user demands. Ultimately, end user experience is what matters and so it’s essential that the expectations of the client and their well-informed end users aren’t only listened to but also acted upon.

Your customer is always right. Right?

The rise of the prosumer

We found a consistent theme of expectations management from clients and end users alike. The technology cannot keep up with expectations. Their customers want everything now, perfect and personalised – as they have become so accustomed to this in their personal digital experiences. Therefore, business must keep up with the pace of digital change in society.

The rise of the prosumer

What you see is what you get

Our clients felt that the visualisation tools that digital technologies bring help to bridge the knowledge and language barriers and create transparency in the design process. They reduce construction risks by improving pre-building design, enabling rapid prototyping and testing of ideas as well as knowledge transfer. 

What you see is what you get

The following sections give details of what we’ve learnt about digitisation and ‘digital’ from the interviews with our clients:

Digital possibilities

From the way we consume entertainment in our homes to how smart phones navigate us around the world, the way digitisation has changed people’s lives for the better is there for everyone to see. How you choose to harness this digital power in the future will be key to the success of your organisation.

Digital inertia

When something moves as fast as the world of digital technologies, there’s bound to be a degree of nervousness around uptake. You might worry if there’s ever a ‘right time’ to make your move but there’s a far stronger argument that the longer you delay your commitment to digital readiness, the more exposed you become to the threat of digital disruption.

It’s people, not tech

People are the agents of digital transformation. Without their input, nothing will change. When this digital change does happen, it will have a ripple effect throughout your organisation. Some people will, to continue with this same metaphorical theme, take to it like a duck to water, while others will feel like they’re sinking. With foresight, nobody will drown.

Our Digital Futures - start page

To better understand how we can help our clients take charge of their digital futures, we spoke at length to a broad group of professionals across many organisations, industries and countries and asked them to share their thoughts on how digital technologies would shape and change their organisations in the future.
Andrew Maher, Chief Digital Officer, Aurecon

Andrew Maher

Group Managing Principal, Eminence, Digital & Innovation
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