At the last two sessions of The QoE, we’ve been exploring the emerging concept of ‘human
middleware’. The aim of these sessions has been to first define the concept, and then determine
how it might help us tackle issues of organisational complexity.

We’ve found that human middleware provides a valuable tool in the toolbox of operational design.
Below, we build on the insight of QoE participants to respond to the main questions that enable us
to develop a clearer understanding of human middleware. We also consider its implications for
long-term organisational sustainability, and the changing impact it is having on the people working
in our companies.

So what is human middleware?
• a temporary bridge between people, systems or processes
• a way to generate new ideas through horizon scanning and looking outward
• the glue that holds everything together while new systems and processes are developed
• a buffer between the company and its customers

Human middleware can be understood primarily as the action(s) of an employee to enable essential
communication between people, systems or processes that would otherwise not connect. It is
a capability that fits into many positions within the end-to-end service experience.

Download our white paper on human middleware to read the full output, or why not listen to the discussion on our ExperienceCast podcast?