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    "title" : "HCD principles |Digital.gov",
    "description": "HCD principles",
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    {"title" :"HCD principles","date" : "2023-07-24T09:00:00-05:00","date_modified" : "2025-01-27T19:42:55-05:00","primary_image" : { "uid" : "hcd-guide-intro", "alt" :
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      "filename" :"principles.md",
      
      "filepath" :"guides/hcd/introduction/principles.md",
      "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/guides/hcd/introduction/principles.md",
      "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/guides/hcd/introduction/principles.md","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/guides/hcd/introduction/principles/","content" :"\u003cp\u003e\u003cstrong\u003eThe guiding principles of human-centered design include:\u003c/strong\u003e\u003c/p\u003e\n\u003cul\u003e\n\u003cli\u003eEmpathy\u003c/li\u003e\n\u003cli\u003eNo wrong ideas\u003c/li\u003e\n\u003cli\u003eYes, and\u003c/li\u003e\n\u003cli\u003eCollaboration\u003c/li\u003e\n\u003cli\u003eInclusion\u003c/li\u003e\n\u003cli\u003eInnovation\u003c/li\u003e\n\u003cli\u003eIteration\u003c/li\u003e\n\u003c/ul\u003e\n\u003cp\u003e\u003cstrong\u003eWhen engaging in HCD research:\u003c/strong\u003e\u003c/p\u003e\n\u003col\u003e\n\u003cli\u003eListen deeply for what people say they want and need, and how they may be creating workarounds to meet their needs.\u003c/li\u003e\n\u003cli\u003eListen for the root causes that inform the attitudes, behaviors, and beliefs of the people you’re interviewing.\u003c/li\u003e\n\u003cli\u003eBe aware of your own internal biases or judgments.\u003c/li\u003e\n\u003cli\u003eFail early; fail fast; fail small. Know that iteration is learning.\u003c/li\u003e\n\u003cli\u003eLearn first, don’t jump to solutions.\u003c/li\u003e\n\u003cli\u003eBe inclusive and seek out multiple perspectives from both researchers and research subjects.\u003c/li\u003e\n\u003cli\u003eBe flexible in your thinking and plans. Adapt to changing conditions. Sometimes unexpected events or even kinks in the process can open the door to key insights.\u003c/li\u003e\n\u003c/ol\u003e\n\u003ch2 id=\"hcd-in-practice\"\u003eHCD in practice\u003c/h2\u003e\n\u003cp\u003eHCD allows us to understand the types of experiences customers want from a system, product, or service. We refer to the customers’ desired experience as the “frontstage” of the design effort. HCD helps us craft the processes that create those desired experiences. We refer to this behind-the-scenes work as “the backstage\u0026rsquo;\u0026rsquo; of the design effort. By tending to both the front and back stages, HCD allows us to put the customer at the center of our design development.\u003c/p\u003e\n\n\n\n\n\n\n\u003carticle class=\"dg-ring\" aria-labelledby=\"b6dfa40d6ab91377a6986950b4158f1d\"\u003e\n  \u003ch2 id=\"b6dfa40d6ab91377a6986950b4158f1d\" class=\"dg-ring__title\"\u003eCase in point\u003c/h2\u003e\n  An example of HCD in practice involves rethinking USDA’s application process for free and reduced lunch for low-income students. By leveraging HCD techniques to identify issues and simplify the form from five pages to one, USDA anticipated a system-wide savings of $600M over five years. USDA used rapid iteration through a challenge platform to create a digital prototype that school districts nationwide tested to create even greater cost savings and efficiency, as well as a better experience for parents and program administrators.\n\u003c/article\u003e\n\n\u003cp\u003eThe HCD approach has already created immense value for agencies. For example, a redesign of USAJOBS (the hub for federal hiring with nearly 1 billion job searches annually by over 180 million people) resulted in a 30% reduction in help desk tickets after the first round of improvements. This reflects an easier experience for users, and creates savings in support costs.\u003c/p\u003e\n"}
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