Adopting a “User First” Methodology – How to Create a Technology Focussed Culture and Promote Effective Change Management
Technology adoption succeeds or fails at the point where people decide whether it genuinely helps them do their job. This panel brought the conversation firmly back to that reality, exploring why AI initiatives stall when users are treated as recipients of change rather than active participants in shaping it.
The discussion highlighted adoption and activation as distinct but inseparable challenges. Panellists shared how even powerful tools can underperform if users lack confidence, basic familiarity, or clarity on how technology fits into their daily workflows. Seemingly small barriers, such as not knowing where to start or what problem a tool is meant to solve, were shown to have an outsized impact on trust and uptake.
A strong emphasis was placed on education before enforcement. Rather than mandating use, the panel advocated meeting users where they are, recognising differences in digital maturity, risk tolerance, and motivation. Practical examples illustrated how co creation, listening sessions, and early wins can build momentum, turning sceptics into advocates through lived experience rather than persuasion alone.
Change management was repeatedly reframed as change enablement. Panellists stressed the importance of defining what success looks like for different roles, clarifying the consequences of mistakes, and addressing the “what’s in it for me” question across organisational levels. By anchoring technology initiatives in real user needs and investing time upfront, the panel concluded that organisations can create cultures where adoption feels natural, sustained, and ultimately self reinforcing.
Speakers
- Lisa Sacco , Global Venture and Digital Transformation Leader
- Dr. Jackie Behles , Catalyst and Process Development R&T Manager, Chevron Phillips Chemical Company
- Julie Thyne , Global Improvement Director, Dow
- Raj Rapaka , Business Transformation Advisor, ExxonMobil
- Donna King , CEO, Energy Point Consulting
- Habeib Al-Hashimi , Sr. Innovation & PMO Manager, Noble Corporation
Moderator
