Why we must design technology for societal benefit

The pandemic has led to unprecedented social and economic change, with the most vulnerable in society having been impacted the hardest. While unemployment has fallen, the cost of living continues to rise, alongside the possibility of a recession and an escalating energy crisis which are continuing to impact economies worldwide.

With many now looking at where the responsibility for social and economic inequality should lie, organisations have a duty to ensure technology products and services are designed in a way which tackles complex challenges, such as ethical practices, head on. While this is no easy feat, cutting corners by implementing easy, short-term fixes simply won’t work. Those designing technology must focus on truly sustainable innovation, and devise long-term solutions to implement positive societal change.

A new era of social value

In recent months the rising cost of living, spiralling inflation, and the prospect of a recession has forced a transition towards an era of social value – one where businesses are increasingly measured and defined by their environmental, social and governance (ESG) criteria. While the expansion of digital technologies has helped organisations become more productive, technology now must play a key role in facilitating this shift.

In recent years, technology has broadened access to critical services, for example the What3Words app allows those needing medical care to quickly disclose their location to emergency services. Advances in telemedicine have also improved emergency access to medical treatment for those living in remote locations. While this shows promising signs of progress, there is arguably further potential for technology to combat important issues, such as climate change and unequal access to healthcare.

For those responsible for designing technology products and services, it can be difficult to know where to start.

1. Collecting user research 

When designing technology and services to benefit society, it’s important to begin the design process with detailed up-front user research. This will provide insight into the bigger issues which matter to users and stakeholders, allowing the product or service to be designed in a way that addresses their needs and expectations.

This can also help contribute towards a better understanding of how the product or service will truly benefit society in the long-term, while informing the short-term delivery of a single or specific outcome.

2. Prioritising accessibility and inclusivity 

Accessibility and inclusivity is a key part of designing technology for societal benefit. Around 5% of people living in the UK still don’t have access to the internet, for example. How then can specific technologies and solutions reach them? These questions need to be addressed and accessibility and inclusivity prioritised from the onset of the design process.

As a start, providers must guarantee all users are represented when conducting user research, allowing the solution to address the needs of wider society without diminishing the value the technology provides for the businesses and organisations deploying them.

3. Ensuring accountability and transparency

Organisations must be open and transparent about how they use the information they receive from their user research. This could mean educating users about the different types of data being collected, and explaining how it will inform the overall design of the product or service.

Doing so will empower citizens to make proactive decisions about the information they share, increasing public trust and confidence in technology. It will also allow organisations to remain compliant with existing regulations.

4. Taking a user-centric approach 

Taking a user-centric approach is vital. Assessing the specific needs of an individual, business, or sector can provide valuable insight into the issues affecting users and wider society on a day-to-day basis, helping to support the creation of sustainable long-term solutions.

As part of this, organisations must adopt an ethical approach towards designing technology. Only by considering the potential unintended consequences of data use and collection – including bias and the spread of misinformation – and ensuring data is collected and used in an ethical way, can businesses design technology and services with the user at the centre.

Final thoughts

As we continue to feel the impact of ongoing social and economic change, we have a responsibility to design products and services that truly benefit society in the long-term. Making transparency, accountability and fairness core to the development and design process is the first step to doing this.

Andy Whitehurst is chief technology officer at Sopra Steria UK