ABSTRACT

This white paper explores the integration of human-centered design (HCD) principles and methodologies within the public sector to improve service delivery and enhance citizen satisfaction. It delves into the key concepts and strategies illustrating successful HCD implementation in government agencies.

INTRODUCTION

Human-centered design (HCD) is an approach that helps address many challenges that enterprises face today amidst the changing landscape of customer preferences. It is a method where product and experience creators understand and prioritize the needs, motives, and frame of mind of end-users and all others impacted by it.