This podcast features two practitioners who discuss how they used the customer-centered design approach to create a unique participant intake process.  They note that they develop plans in a different way, not with the law and regulations in the center, but with the customer and his/her individual needs in the center.


In this podcast, Robin Purdy and Diane Ferrari detail how they used the customer-centered design approach step-by-step to create a participant intake process that resembles the speed dating concept. The focus is on engaging the customer so that they can take ownership over their own plan while the staff acts as guides or coaches to help them get to the places they want to go.

Participants include Robin Purdy, Consultant, California Workforce Investment Board and Diane Ferrari, Chief, Northern Division, California Employment Development Department.

Graphic showing ideas and information being transmitted from one mind to another


"One of the cool things about this customer-centered design that we went through is that they teach you tools for not shutting down somebody else's idea, but to add a "yes, and" instead of a "no, but…" -Diane Ferrari

"We wanted to make sure that we did not degrade our service delivery at all, but still focused on the customer and made sure that the experience was what they needed…"-Robin Purdy