When I worked on a support desk many years ago, we had a derogatory acronym that was used frequently when resolving problems. It was P.I.C.N.I.C., which stood for Problem in Chair Not in Computer, and was (along with PEBKAC, Code ID-1OT, and “wetware issue”) our way of saying that IT was running fine and that’s where our responsibility ended.

While I’m sure these — and other ones I’m too old to have heard of — are still in use today, it does show the tendency for some of us in IT to find it very easy to focus solely on the technical side of our roles while discounting (or outright disparaging) the human side.

This can be especially obvious when planning desktop transformations. We’re good at asking the technical questions (What hardware do we need? How long will it take? How much will it cost?) while often ignoring the non-technical (How will users react to this? Will they like the new environment? What can I do to make it easy for them?).

It’s a shame since end-user happiness feeds directly into workplace morale, productivity, and employee retention, so it’s definitely something IT should take into account when doing digital transformation project planning. With this in mind, here are three steps that can help ensure the process considers every facet — hardware, software, and also “wetware.”