The 'Reiwa-era IT Department' might just be a psychological counselor. The art of turning on-site frustration into DX

"The IT department made annoying rules again."
"Isn't security just getting in the way of our work?"

If you are a corporate IT staff member, or what is known as an "IT department" employee, you have likely felt this kind of gaze at least once.
Or, if you work on the front lines, you might have sighed when a new IT tool was introduced, thinking, "Do I have to learn something new again?"

The IT department of the past was like a gatekeeper guarding the castle walls. Their job was to protect the company with iron discipline, saying, "No means no," and "Please follow the rules because they are the rules."

However, the role required of the Reiwa-era IT department is gradually changing. Today, I would like to tell you the story of how the "on-site frustration" I experienced at a certain small-to-medium enterprise turned into the "ultimate DX (Digital Transformation)."

1. Frustration in the form of "screams" from the front lines

One day, a blunt message arrived in my chat tool from a sales department leader.

"Mobie-san, because of that new security setting, sales efficiency is at its worst. Everyone is frustrated. Please do something about it."

At that company, they had just introduced complex smartphone passcodes and settings that locked the device every few minutes as a measure against information leaks. It was the "correct" decision to protect the company. However, the reality on the front lines was different.

Carrying luggage in both hands, having to type in a complex passcode in front of a client over and over. Struggling with a screen that won't recognize your touch because your fingers are wet in the rain. "Is it justice to make the customer wait for the sake of security?"

Their words were not mere selfishness, but desperate "screams."

2. First, discard the "technology" and pull up a "chair"

In a situation like this, the old me might have just sent them a manual saying, "This is the industry standard," and left it at that.

However, I am different now.

I first closed the management console and headed to the front lines. And I started by having them vent all of their "annoyances."

"What is the biggest stress?" "At what moment do you want to throw your smartphone away?"

The job of the IT department is not just to introduce technology.It is to use technology to remove the stress of the people working.To do that, I first needed the stance of a "psychological counselor" who empathizes with the other person's emotions.

I remember the sales leader's expression softening just a little when I finished listening to all their complaints.

"There is someone who listens to me."Just by having that, the resistance to IT becomes surprisingly small.

3. [Concrete Steps] A prescription for solving frustration through "systems"

Behind every feeling of 'this is a hassle' lies a 'useless procedure.'
Based on the results of my counseling, I fundamentally reviewed the settings using the following three steps.

Step 1: Relaxing authentication based on context (situation)

Being 'strictly uniform everywhere' is inefficient.

• Leveraging location: If inside the office (under a trusted Wi-Fi network), set the lock time to be slightly longer.

• Full utilization of biometric authentication: Re-instruct on the latest facial and fingerprint recognition settings that respond easily even when wearing masks or gloves, and adjust policies on the MDM (device management tool) side to minimize passcode entry.

Step 2: The benefits of 'complete automation' of kitting

What the field hates most is 'setup work'.

• When handing out a new device, I built a system (zero-touch enrollment) where all work apps are ready just by taking it out of the box and turning it on.

• I reduced the psychological hurdle of 'setting it up yourself' to zero.

Step 3: Introduction of SSO (Single Sign-On)

In response to the feedback that 'entering an ID and password for every app is painful,' I set up a system where you can log in to all tools with a single authentication.

4. Security: From 'something forced' to 'something that protects'

A few weeks after introducing the improvements, I received a thank-you message from the sales leader who had been so dissatisfied. The members also said that sales preparation had become smoother and they no longer had trouble at client sites.

'Mobie-san, with the current settings, it doesn't get in the way at all. In fact, I can now work on the go with peace of mind.'

At that moment, I was convinced. If you only force 'correct rules' on people, they will try to bypass them. Things that defeat the purpose, like writing passwords on sticky notes and sticking them to the back of smartphones, will happen.

However, when you empathize with the 'hassle' of the field and take on that burden with technology, security finally turns into 'a precious culture that everyone protects'.

5. Three 'counseling skills' for the Reiwa-era IT department

If you are currently struggling with friction with the field, please try these three things starting tomorrow.

1. Ask 'what is painful' instead of 'why can't you do it' Do not start with denial; first, 100% validate the other person's inconvenience.

2. Translate technical jargon Instead of saying 'changing the MDM policy,' say 'I'll adjust the settings so you don't have to unlock your phone as often.'

3. Create small 'success experiences' immediately Provide trivial but daily-felt conveniences, such as 'now you can connect to Wi-Fi with a single button.'

Technology is merely a tool. Understanding the pain of the 'hands' that hold those tools—that is the stance that Mobitech Solution values.

Conclusion: We can be kinder to people through the power of IT

The term DX (Digital Transformation) has a somewhat cold, inorganic ring to it.
However, its essence should be 'a transformation for people to work more humanely and happily.'

The IT department is no longer a craftsman hiding in a server room. It is a counselor that listens to the voices on the front lines, empathizes with their hearts, and provides the prescription of technology.

We want to continue listening to the voices that say things are 'a hassle.'
Because hidden within those voices, there must be a new 'just-right answer.'