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Effective technology enablement starts and ends with understanding the user

There is so much focus around “innovation” in the professional services industry at the moment, and I have written about many of the challenges with this. These include the technologies people are exploring, the methods being used, the changing needs of clients or the way in which collaboration has an essential role to play. Arguably though this all counts for nothing if the technology in question is not deployed effectively and successfully adopted by the end user.

Over the previous months numerous people have contributed articles around this topic exploring the different aspects from law, accounting, property and in-house. What I can say with certainty having reviewed them all is that there is more consensus on approaches and importance than any other topic. Rather than link across to the many excellent articles which I would encourage you to read, instead I will draw out ten takeaways from across the articles, adding my own perspectives and challenges to each.

Takeaway 1: Always start and end with the user

It sounds so obvious and yet it is so often overlooked. Involving the end user in the process right from the outset will ensure that they are bought into the need to change.

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Simon Drane

Simon Drane

earlsferry advisory
Simon has held numerous positions within the professional services sector over the last 25 years, at a FTSE 100 legal information solution provider, a legal technology consultancy, a law firm, an accounting firm, and a legal membership organisation. Simon has qualifications in law and tax, and deep experience in commercial product strategy. Simon has board level experience of both executive and non-executive roles, and as CEO of a technology startup. He has a strong track record in creating innovative product strategies resulting in multiple new multimillion pound high growth lines of business. Simon led the new investments product strategy area at LexisNexis and created and launched many of the next generation content and workflow product offerings for lawyers. At the Law Society Simon ran the commercial arm of the organisation and restructured a set of commercial investments through taking board seats. He also implemented a new commercial strategy including a significant shift in focus to legal technology innovation including the launch of a legal tech focused Barclays EagleLab accelerator. Simon has also held senior knowledge management roles in both law and accounting firms. Simon established earlsferry advisory towards the end of 2018 to help people with their product strategies, whether they are technology businesses, professional services businesses or investors into these spaces.