Meant to Serve the People
I had a discussion with a friend the other day about my frustration dealing organizations who do not value human-centered approaches. This has sparked a further exploration of the topic - serving the people.

The purpose of having a business is to serve the customer by providing a value proposition (product/service). I call it servicing a customer through transaction of buy and sell. Keep customers happy and they will return to buy more. What happens they are not happy? Generally it’s due to inadequate quality of value proposition and/or poor customer service.
Large organizations will always have a Human Resource Department which is meant to manage the employees by ensuring that the manpower is able to facilitate the achievement of organizational objectives. This means that HR employees need to possess “soft skills” to deal with people. But, in many traditional organizations, the “soft skills” aspect is diminished which leaves them to manage employees like automaton.
The police is meant to serve and protect the country and its people. What if they are the one who makes them lose in trust from the citizens? G20 around the world for example, where riots typically break out have always put the police and security as the villains. This is because they’re operating under policy and protocols that are written without regarding human’s soft aspect (behavior, motivation, etc) in mind. Thus, endless suing by the citizens to the police.
What do they all have in common? They’re lacking human-centered values in their principles and policies. They operate on principles and policies that are based on efficiency and personal/political agendas. They forget that their duty is to serve the people, not against and/or be oblivious about them.
Fortunately, there are organizations and groups that integrate and embed human-centered values as their core business strategies. It has been proven over and over again that this is very effective. Take a look at the Virgin empire and their amazing customer service, or Apple and their focus on building tangible and intangible experiences for customers enabling them to be a cult. Hence, it makes sense to embed human-centered values in to the organizations and groups. Immense level of change needs to be designed both from the bottom-up, not only from top-down. Design’s potential is powerful in that sense.




























