Our own Robert Grashuis had the pleasure of writing an article for Federal News Network on Human-Centered Design (HCD) and Customer Experience (CX).
The terms Human Centered Design (HCD) and Customer Experience (CX) are just now starting to be heard within Federal circles. HCD is the overarching practice of designing solutions in the service of people, which is inclusive of CX. CX is all about understanding customers and citizens to help inform decision-making and IT solutions. HCD is the process by which you implement sound CX initiatives through a series of process steps, which are outlined below.
Here’s the link to the article. Enjoy!