In 2014, brands will need to be digital first -- and we need to help them change

The director of information architecture at agency Nomensa details the biggest design trend for 2014.

The shift into a new phase of 'digital' is well known to designers, technologists and most businesses. From Mobile First, to Big Data, Cloud Computing and the Internet of Things, the data carried via digital channels is more pervasive than ever. Our experience over the past year however has seen a new request emerge from organisations: 'We know we need a great website and mobile experience but how do we transform our business to put digital first?'

Many factors speak to this development: organisational maturity, the economic pressures of the last five years and increasing market saturation. More specifically, the polite hat tip to digital channels (while the main of business remains unchanged) has become insufficient for the growing volumes and efficiencies provided by digital, both internally and externally. Digital channels crucial to develop and impossible to ignore.

Joining the dots

The shift in perspective from micro to macro, from website to ecosystem, from process to people and product to service requires a rethink of the role of digital. Business is starting to see the untapped benefits it can provide. Of course 'digital' exists in many forms in companies already: databases, automated processes, telephony, intranets and customer-facing channels such as websites, apps and social media. The challenge is how to join these dots together.

Where digital first emerged within IT and then extended into marketing, it is now settling into the space of business. And you don't need to be ecommerce enabled to do business online. The growing expectation, from both staff and customers, is that business is online and digital in all respects. So while digital now warrants standing shoulder to shoulder with IT, sales or marketing as a further organisational silo, its pervasiveness cries out not to be siloed at all. Besides which, it doesn't feel like an organisational function anyway. It's a more fundamental shift: a layer running horizontally through the hierarchy, slicing across silos, and out the other side into society.

The challenge to design

If you believe, as I do, that everything is design then leaving this evolution of digital to either technologists or management consultants is more than worrying. I feel strongly that we have reached a turning point where people are looking for vastly more meaningful experiences in their personal lives as well as in their day-to-day jobs. And digital remains the upstart: the disruptor that blurs the boundaries between home and work, organisation and marketplace, inside and outside, water cooler and social network.

So the question is, how should this macro experience be designed? And by whom? How can we encourage the design to embrace more than efficiency, profitability and market dominance? It seems to me that the answer lies in human-centred design at the structural, systemic level. We need the information architects of the 2000's, the people who were joining the dots between users, the medium, programmers, marketers and business for websites; doing the same thing at the macro level where the needs of people, business and society are better balanced.

Join the newsletter!

Or

Sign up to gain exclusive access to email subscriptions, event invitations, competitions, giveaways, and much more.

Membership is free, and your security and privacy remain protected. View our privacy policy before signing up.

Error: Please check your email address.
Show Comments
cmo-xs-promo

Latest Videos

More Videos

Anyone can become a victim of the sophisticated schemes set up by these scam websites. It's not about being smart; I don't consider mysel...

Mathieu Lecompte

ACCC takes Meta to court over scam cryptocurrency advertising

Read more

Nice blog!Blog is really informative , valuable.keep updating us with such amazing blogs.influencer agency in Melbourne

Rajat Kumar

Why flipping Status Quo Bias is the key to B2B marketing success

Read more

good this information are very helpful for millions of peoples customer loyalty Consultant is an important part of every business.

Tom Devid

Report: 4 ways to generate customer loyalty

Read more

Great post, thanks for sharing such a informative content.

CodeWare Limited

APAC software company brings on first VP of growth

Read more

This article highlights Gartner’s latest digital experience platforms report and how they are influencing content operations ecosystems. ...

vikram Roy

Gartner 2022 Digital Experience Platforms reveals leading vendor players

Read more

Blog Posts

​Why we need to look at the whole brand puzzle, not just play with the pieces

Creating meaningful brands should be a holistic and considered process. However, all too frequently it’s one that is disparate and reactive, where one objective is prioritized at the expense of all others. So, what are the key pieces to the ‘good’ brand puzzle?

Marketing overseas? 4 ways to make your message stick

Companies encounter a variety of challenges when it comes to marketing overseas. Marketing departments often don’t know much about the business and cultural context of the international audiences they are trying to reach. Sometimes they are also unsure about what kind of marketing they should be doing.

Cynthia Dearin

Author, business strategist, advisor

From unconscious to reflective: What level of data user are you?

Using data is a hot topic right now. Leaders are realising data can no longer just be the responsibility of dedicated analysts or staff with ‘data’ in their title or role description.

Dr Selena Fisk

Data expert, author

Sign in