The Employment and Training Administration (ETA) at the U.S. Department of Labor (DOL) began a Customer Centered Design (CCD) initiative in July 2015. DOL launched CCD with a kick-off webinar, which has now been viewed over 10,000 times! The webinar describes what customer (or human) centered design is, and how it can be used to improve customer experience and customer outcomes in the implementation of the Workforce Innovation and Opportunity Act (WIOA). Since its 2015 inception, DOL has sponsored four (4) rounds of a free 7-week online CCD class, and over 1,200 people across the country have participated in learning and using human centered design.
DOL issued challenges for teams to design new ways to be customer focused, to design services with and for its customers, and to experience program design from a new perspective. Interested teams – comprised of workforce development organizations, community partner organizations, and others – registered to be a part of the challenge. For example, previously-participating CCD teams focused on out-of-school youth as the central customer for their youth programs, employers as the central customer for their career pathways and sector strategies, and how to improve customer experience and outcomes for other target populations such as formerly incarcerated individuals, people with disabilities, and English language learners.
This CCD Community site is designed to help you start a human centered project.
Practice human centered designThe terms here Customer Centered Design and human centered design are used interchangeably. IDEO.org, an architect of human centered design, defines human centered design as “a creative approach to problem solving … It's a process that starts with the people you're designing for and ends with new solutions that are tailor-made to suit their needs.” For the workforce development community, human centered design can easily translate into better customer experience whether in-person at a One Stop, an online form, or feedback loop to improve customer relations. While the concept is not new to the workforce development field, there is increased momentum to learn and implement through creative processes.