Is there a digital architect present?

BY THOMAS RIISGAARD HANSEN, DIRECTOR OF DIGITAL RESEARCH CENTRE DENMARK

In the Danish TV program “Is there an architect present?”, Ane Cortsen asks: How could an architect design such a controversial building? The same question can be posed about many IT solutions being rolled out in Denmark. Was there an IT architect present?

There are many parallels between building design and IT development. Just as glass, stone, concrete, and steel can be combined into beautiful and inspiring structures — or the complete opposite — software can be developed to either simplify our lives or create frustrating user experiences that may lead us to abandon the digital solution entirely, if that’s even possible.

The Danish architect Jan Gehl is renowned for his human-centered approach to urban planning and the interaction between people. Similarly, it is crucial to incorporate the human element in technology design.

The best solutions 

The best IT solutions are those where technology seamlessly integrates into the background, helping us accomplish the tasks we need. It is the smartphone that unlocks automatically with advanced facial recognition software, the payment app that facilitates transactions easily via the phone, the health card always available on the phone, and the many online shops that allow us to order items with just a few clicks.

Unfortunately, there are also many counter-examples. Recently, I had to pay a library fine of 20 DKK. From the moment I clicked the payment link and was asked to log in with MitID, I had to navigate through the municipality’s debt collection system before finally being redirected to MobilePay, where I could transfer the 20 DKK. The media are full of similar examples.

Unlike a building, a digital solution can be rolled out to a large group of people in a very short time. Thus, both good and bad solutions quickly impact many users. To ensure that all of Denmark benefits from the digitalisation wave, the primary challenge is not necessarily the digital technology itself but the lack of user involvement and thoughtful design before a new digital solution is implemented.

Where is the architect?

In Denmark, we have more than 40 years of experience in designing digital solutions with a human-centered approach as an academic discipline at our universities. Now is the time to leverage all that knowledge and experience and include the users’ perspectives from start to finish, as they possess the in-depth domain knowledge, experiences, insights, and skills crucial for creating successful IT solutions.

Our experience in researching user-centered digital design can become a unique competitive advantage, positioning Denmark as one of the leading nations in Europe for developing new digital products.

Our goal should be to develop IT solutions and technologies that are not just technological achievements but primarily aim to make our daily lives easier and more efficient.

We should celebrate the user-friendly digital solutions we currently have in Denmark because, unfortunately, there are enough poorly designed solutions to warrant a new program titled: “Is there a digital architect present?”

This column was featured in ITWatch on 15 May 2024.