Empathy-Led Tech: Unlocking Readiness
Understanding how your workforce is feeling about the transition prior to the introduction of a digital technology is key to smoother transitions. In this research we applied an empathy-led approach to digitalisation. In doing so we help organisations to create supportive environments that empower employees as technology reshapes their roles..
Organisations in architecture, construction, and urban planning face challenges when integrating digital technologies like Building Information Management (BIM), augmented reality (AR), and virtual reality (VR). While these technologies offer benefits such as improved collaboration, efficiency, and visualisation, the workforce's emotional responses to digital change are often less understood. Employees may feel anxious, resistant, or uncertain about their roles in a tech-driven future. If unaddressed, these emotional barriers can significantly slow adoption, create workflow friction, and reduce productivity.
Recognising this, the research project 'Informing Empathy-Led Change Management,' funded by InterAct (ESRC), was initiated to proactively explore the emotional dynamics behind digital technology adoption. The project specifically focused on emerging technologies like AR / VR and robotics in the built environment. Its aim was to identify and understand the emotions that impact readiness to adopt new technologies before such technologies are introduced.
As part of the research, we conducted a workshop with 36 attendees (23 of whom consented to participate) from diverse roles across architecture, construction, and the built environment, including recent graduates. The session was divided into three sections:
Empathy-Based Storytelling: Through storytelling, participants were encouraged to visualise and experience future scenarios on how technology integration could affect their roles and responsibilities.
Perception-Action Model (PAM): This model helped the participants perceive the effect of technology on their emotion and subsequent actions toward adoption.
Empathy Mapping: Participants mapped out their action, thoughts, feelings, and concerns about emerging technologies, providing insight into their emotional readiness.
The Insights
The study revealed that people experience a broad spectrum of emotional responses that can either support or hinder the adoption of digital technologies. The study identifies key positive emotions, such as excitement, curiosity, and hope, which can drive technology adoption and innovation, demonstrating that professionals and graduates are keen on new technology and see it as potential opportunity for learning. Conversely, negative emotions like anxiety and overwhelm accentuate the complexity of navigating technological change and its implications for individuals' roles and career trajectories. It is important to note that negative emotions were not solely tied to the technology itself but also associated with broader professional concerns such as career progression and skill development.
When asked how they felt about advanced technologies becoming the norm in the future, the participants expressed mixed emotions including feeling curious (n=17), excited (n=13), anxious (n=7), and challenged (n=8).
However, participants felt more positive than negative about the prospect of actively using advanced technology as part of their job role. When asked to consider their emotional attitudes towards using an emerging technology participants expressed feeling excited (n=17), curious (n=12), hopeful (n=5), challenged (n=6), and motivated (all n=10).
This nuanced understanding underlines the importance of holistic approaches to addressing emotional barriers and promoting a positive organisational culture. We have captured the range of emotions related to digitalisation in an infographic.
In response to the insights gained through this study we identify four key actions organisations can take when introducing digital technology:
Tailored Interventions: Understanding that emotional responses vary widely, organisations should develop targeted support mechanisms, such as personalised training programs, to address specific concerns.
Open Communication: Creating a culture of transparency where employees can voice their concerns and ask questions about the impact of new technologies fosters trust and emotional readiness.
Professional Development: Continuous opportunities for skill development and career growth ensure that employees feel secure and empowered to adapt to technological changes.
Empathy-Led Change Management: By applying empathy in the change management process, businesses can create a supportive environment that addresses emotional barriers and promotes smoother transitions to digital tools like BIM.
Final words
The project demonstrated that understanding emotional readiness is crucial for successful digitalisation. Organisations that acknowledge and empathise with the emotional concerns of their workforce are more likely to create a positive organisational culture conducive to innovation. By taking a people-led approach, businesses can ensure a smoother transition to digital technologies, foster greater resilience to change, and ultimately empower their teams to thrive in the digital era.
Additional Resources
Infographic: Readiness Emotions
Author’s profile
Dr Mersha Aftab, a Senior Lecturer at Birmingham City University, is integral to the Urban Cultures Research Cluster’s initiative on “Informing Empathy-Led Change Management.” Her expertise in design management and leadership underpins her contributions to research that focuses on incorporating empathy into change strategies within Architecture and Built Environment. Dr Aftab’s work bridges theoretical insights and practical applications, enhancing the understanding of how empathy can foster effective organisational change. She prioritises human-centric design, reinforcing the commitment to impactful, interdisciplinary research that benefits people-led digitalisation within organisations and communities.
If you would like further information on this research please email: p-ld@bath.ac.uk
