How does human-centered design work in government? Here, Presidential Innovation Fellow Nina Walia talks about what it takes to “hardwire” personalized customer experience (CX) across the federal government with our agency partner Barbara C. Morton, Deputy Chief of the Veterans Experience Office at U.S. Department of Veterans Affairs. Human-centered design (HCD) principles are a huge part of this work, and the result of HCD is powerful: trust. Watch the video here.
Source: TTS Impact Summit Series (Kickoff), August 12, 2020. GSA via YouTube.
