Nitin Nadukandy, CEO of HTS Interiors, highlights the importance of balancing technology with human creativity and personal relationships in design
Nitin Nadukandy, Founder and CEO of HTS Interiors, underscores the need for a balance between technology and human expertise in design. He emphasises that while digital tools enhance efficiency, personal relationships, and creativity remain essential to successful outcomes.
Like many sectors, the design and fit-out industry has seen incredible innovations over the past few years, significantly benefiting firms and their clients. However, relying too much on technology and software tools at the expense of core elements, such as customer relationships, client experience, and problem-solving, can be damaging. Recently, I have seen more new companies, in particular, investing in expensive technology to overcome challenges without always understanding its limitations. But, unless you strike the right balance, it is a costly exercise that can create more problems later on.
How Technology Transforms
Technology has revolutionised how design and fit-out firms operate internally and deliver projects. Tools like Building Information Modeling (BIM), AI-generated designs, and cloud-based project management platforms have transformed workflows, increased efficiency, and enhanced project outcomes.
According to The Construction Pulse survey, 57% of industry leaders in the Gulf region see artificial intelligence (AI) as the most transformative trend shaping the future of construction and design. Additionally, sustainability-focused technologies, such as energy simulation software, are helping firms align with global green building standards.
AI and machine learning have made planning and resource allocation more precise, reducing costs and waste. Cloud-based platforms enable seamless collaboration across teams and locations, which has been particularly valuable in a post-pandemic world. Elsewhere, drone technology is now commonly used for site surveys and construction monitoring, increasing speed and precision.
These advancements have undeniably helped firms streamline their operations, improve accuracy, and deliver better client results. However, while the benefits are clear, careful management is crucial because digital tools cannot fully replicate the human touch, intuition, and creativity.
What are the Risks?
Excessive reliance on technology can erode critical thinking and problem-solving skills within teams. For example, automation in project management might lead to a loss of hands-on experience in addressing unexpected challenges.
Storing sensitive client and project data on digital platforms exposes firms to potential cyberattacks. A single data breach could not only disrupt operations but also damage a firm’s reputation. While tools like BIM are highly effective, they are not immune to errors. A software misconfiguration can amplify mistakes, leading to costly delays or rework. For instance, a BIM error in a high-profile project can cause material misestimations that significantly impact timelines and budgets.
Tasks Tech Shouldn’t Take Over
Certain aspects of the business should remain firmly in human hands. Building trust and understanding client needs requires empathy, active listening, and adaptability—qualities that technology cannot offer. Personal interactions are crucial for creating tailored solutions that exceed client expectations. Consequently, I have noticed potential clients looking for more reassurance in this area and asking which personnel will be involved in their project and how the communication flow will play out.
Creative problem-solving often involves nuanced judgment and out-of-the-box thinking, which AI lacks. Human teams are better equipped to navigate unforeseen challenges, whether it’s resolving design conflicts or managing on-site issues. While analytics can provide valuable insights, strategic planning requires a combination of data interpretation and visionary thinking. Relying solely on algorithms risks losing the bigger picture.
In our experience, human intuition is essential for understanding the unique cultural and aesthetic preferences of clients, especially in a diverse region like the UAE. Tailoring solutions to these needs ensure a more personalised and impactful outcome.
Getting the Balance Right
Firms should use technology as an enabler, not a replacement, by leveraging digital tools to enhance efficiency and accuracy while maintaining human oversight for critical tasks. It is also essential to invest in training teams to use technology effectively, as a well-trained workforce can maximize the benefits of digital tools while minimising risks.
Adopting scalable technologies that align with business goals is a prudent approach. Firms should avoid overinvesting in tools that might not deliver tangible value. Furthermore, implementing robust cybersecurity measures is crucial for protecting sensitive data and ensuring business continuity in the face of potential threats. Finally, firms must prioritize keeping clients at the center of their operations, ensuring that technology never overshadows the importance of client relationships and personalized service.
Technology offers unprecedented opportunities for innovation and growth. However, it is not a cure-all. By balancing the use of digital tools with a strong emphasis on human relationships, creativity, and judgment, firms can ensure they remain adaptable and client-focussed in an ever-evolving landscape.
As we look to the future, it’s important to remember that the true essence of this industry lies not in algorithms or software, but in the people who turn visions into reality.
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