Intro to Human-Centered Design (Part 1)

Human-centred design is one of those disciplines that sounds abstract until you see it in action — and then it changes how you approach almost every problem. At its core, HCD is about making sure you deeply understand the people you're designing for before you start designing anything. In a contact centre or CX context, that means moving beyond surveys and assumption-driven brainstorms, and actually going out to build genuine empathy with customers.

In this Member Byte, Rob Netterfield — a human-centred design practitioner with fifteen years of experience working with organisations across a range of sectors — focuses on the empathy-building phase: the first diamond in the double diamond model. He covers four methods that teams use to build genuine understanding before they define a problem or prototype a solution.

Whether you're brand new to HCD or looking to strengthen how your team runs research, this session gives you a practical, jargon-light introduction to the methods, the mindset, and the common mistakes to avoid — including the ones that trip up even experienced practitioners.