How would you handle a stakeholder who lacks understanding of the technical aspects of process automation?

When explaining process automation to stakeholders, I like to use the analogy of a smart home system. Just as smart thermostats and lights automatically adjust to save energy and increase convenience, automated business processes streamline operations, reduce manual effort, and enhance efficiency. This comparison helps stakeholders see the practicality and benefits of automation in a familiar context!

Abstraction of process and clarity of outcome or benefit should be the main focus of this process. Once this is clear to the client their questions become more tailored as to how the benefit will be achieved. This allows one to direct the conversation at a pace and level of detail that is understandable even while going into technical details.

Start by simplifying the basics—show how automation can handle repetitive tasks and let teams focus on more strategic work. Use clear, jargon-free language and support your points with visual aids like flowcharts or diagrams. This approach helps demystify the technology, making it easier for stakeholders to understand its practical benefits. By building their knowledge gradually, you empower them to make informed decisions and support the automation process more effectively.

It’s important to clearly explain what automation can and cannot achieve, making it clear that while it boosts efficiency, it’s not a cure-all for every issue. Discuss timelines and potential challenges openly, and emphasize that implementing automation is an iterative process. This transparency helps manage their expectations and avoids disappointment or frustration later on. By being upfront about the capabilities and limitations of automation, you build trust and pave the way for smoother implementation.

Start by actively listening to their concerns and goals, and involve them in the process by asking which areas they think could benefit from automation. This approach not only makes them feel valued but also gives you valuable insights into where automation can have the greatest impact. Engaging them in this way encourages a sense of ownership, which can lead to more enthusiastic support and smoother adoption of automated solutions.

It’s important to be readily available to answer their questions and assist them as they adapt to new automated processes. Setting up clear communication channels for support and creating resources like FAQs or training sessions can address common concerns and demonstrate how to use the new systems effectively. Offering continuous support helps build their confidence and ensures a smoother transition, making them feel more comfortable and engaged with the automation changes.