Human-Centric IT

Human-Centric IT is defined as an approach to IT Experience Management that prioritizes the needs, experiences, and efficiency of the employees within an organization.


What is Human-Centric IT?

Human-Centric IT is a strategic approach to managing the experiences that employees are having with IT. It places a strong emphasis on meeting the needs, enhancing the experiences, and boosting the efficiency of the employees within the organization.

Human-Centric IT involves using data on how employees Experience IT services to make informed decisions that enhance their productivity and happiness. This approach shifts the focus from traditional IT metrics, like service level agreements (SLAs) and technical performance indicators, to the actual value IT creates for its users.

Key aspects of Human-Centric IT, include:

  • Understanding Employees' Experiences: Gaining insights into what makes employees efficient and identifying the pain points they are having with IT.
  • The Watermelon Effect: Addressing the discrepancy between IT's internal performance metrics (which may appear positive) and the actual user experience (which may be negative), thereby ensuring that IT services genuinely meet user needs.
  • Prioritizing Experience Data in Decision Making: Incorporating feedback and experience data from end-users into the IT decision-making process, thereby leading to more informed and user-centric decisions.
  • Motivating IT Teams with User-Centric Targets: Setting targets for IT teams, vendors, and partners that are based on improving user experience, rather than merely achieving technical objectives.
  • Proactive Business Engagement: Encouraging proactive communication and collaboration with business stakeholders to understand and address the needs of employees, thereby enhancing their productivity and satisfaction.
  • Value Creation for Business Units: Transforming the IT department from being seen as a cost center to a value creator by focusing on delivering services that enhance business operations and employee experiences.


For IT, Human-Centric IT not only improves the motivation and efficiency of IT personnel by focusing on meaningful outcomes but also fosters a more value-driven relationship between IT and other business units, enhancing overall organizational performance.

Basics in 1 minute

People, Process, Technology... in that order


Human-Centric IT involves prioritizing the experiences People are having with IT, understanding the big picture issue to solve and then use Process and Technology metrics and tools to solve those problems. Instead of solely measuring IT system performance, organizations should prioritize understanding how employees feel about the IT services and how these services impact their efficiency and happiness. This approach recognizes that people are the best sensors of their own experiences and are essential to understanding the effectiveness of the IT services provided to them.

On-Demand Webinar: Why Human-Centric IT Matters

This webinar discusses Human-Centric IT Experience Management and its importance in understanding how employees feel about IT and what makes them efficient. The concept of the watermelon effect is introduced, highlighting the need to focus on employee experience rather than just IT metrics. The shift from managing to leading IT is emphasized, along with the benefits of using experience data to make informed decisions. The webinar also explores the outcomes of human-centric IT, including happier end users and increased productivity. Steps to achieve a human-centric culture and resources for learning more about IT experience management are provided.
  • Human-centric IT experience management focuses on understanding how employees feel about IT and what makes them efficient.
  • The watermelon effect highlights the need to focus on employee experience rather than just IT metrics.
  • Using experience data allows IT to make informed decisions and become a proactive partner in the organization.
  • Human-centric IT leads to happier end users, better focus and decision making, and increased productivity.



Leading Human-Centric IT Experience Management Platform

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As an IT professional, you’re expected not only to ensure smooth operations, but also to deliver exceptional experiences for end-users and drive business outcomes. HappySignals enables you to truly place your end-users at the center of IT, by putting the IT Experience Management Framework
into practice.

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