Posted 1/16/2018 4:41 PM by Katherine Limon
We are pleased to announce the launch of the Consumer Centered Design Community of Practice. This online community is the place for you to learn about, study, and practice Consumer Centered Design as well as collaborate and create new knowledge to improve workforce development programs.
Welcome! We are pleased to announce the launch of the Consumer Centered Design Community of Practice. This online community is the place for you to learn about, study, and practice Consumer Centered Design as well as collaborate and create new knowledge to improve workforce development programs.
The term Customer Centered Design (CCD) is synonymous with human centered design, a way of doing business that has been around for a while. Human centered design is a generative process that methodically starts with people and ends with answers that put customers’ needs at the center of service delivery. The Department of Labor refers to its human centered design projects aimed at improving the public workforce system as Customer Centered Design. Design thinking is increasingly being used in all industries, by different types of organizations, around the world. We hope to bring you helpful information about its use within and outside of the workforce development field.
The Department of Labor became interested in human centered design as a new way to help implement the Workforce Innovation and Opportunity Act (WIOA), a law aimed to inspire innovative approaches to providing integrated services for customers. Since 2015, DOL has trained over 1,000 people around the country in this process. We are committed to building a movement of people in the workforce system who use CCD to do their work serving our constituents.
So, what is Customer Centered Design?
At its core, CCD is simply starting with people and, through research, acquiring a deep understanding of what people need and want, such as the needs and wants of job seekers visiting an American Job Center. Then, you, the service design team, can look at what it would take to satisfy their needs and wants. This happens through a period of brainstorming and considering diverse points of view to create possibilities you may not have thought about before – what we call ideation. The last two steps of the process are prototyping and testing. An important part of the CCD methodology is asking the question, “how might we?” This question is critical because it implies that solutions exist and that we will solve the problem as a team.
This is the first of many blogs that we will post (and encourage you to post) about using the CCD process in your work. We hope to bring you the expertise and knowledge of community members as well as subject matter experts and other thought leaders. Use this site to engage with us and each other to develop promising practices that further your work.
We want to hear from you! Please join the conversation!