A "Do No Harm" Approach to Technology Decisions
Just as in medicine, where the principle of “do no harm” guides every decision, when it comes to technology, you need to make sure that what helps one department doesn’t inadvertently create problems for another.
Walk in Their Shoes
Walking in the shoes of your colleagues begins with recognizing that some experiences are difficult—if not impossible—to fully understand unless you’ve lived through something similar yourself. Try to imagine what they feel in moments of threat or uncertainty: the tension of an aggressive approach, the fear of escalation, and the split second of wondering whether help will arrive in time. These moments are often intensified by prior traumatic experiences and ambient stress, shaping how danger is perceived and processed.
Now imagine how technology enters that experience. Consider the problem it is intended to solve, while also being mindful of the work it may create for others—whether that means additional steps, new responsibilities, or added complexity. Also consider its cultural impact: how it shapes trust, expectations, communication, and a sense of autonomy. Thoughtfully designed technology can balance these tradeoffs, supporting people by reinforcing shared norms and helping them feel capable, respected, and supported in high-stress situations.
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