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HCD is...
- the process we use to understand the people for whom we are writing policies and creating programs and services
- the application of systems and design thinking to identify the cross-functional policy, products, and services that define the customer experience, with the goal of improving this experience.
- reframing problems and challenging business assumptions by observing and speaking to customers
- a philosophy that you can effectively meet the needs and goals of your customers by balancing business viability, technical feasibility, and customer desirability
HCD is not...
- just about a user interface (it's about the experience, which can encompass many digital and non-digital touch points)
- just about technology (it's about the people)
- the concern of only one person or group (its a collective responsibility)