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Human-Centered Design: 
Improving the Delivery of Government Services 
Amanda Levinson 
and 
Erika Lowe
In 50 Minutes¡­. 
¡ñCrash course in HCD 
¡ñHow governments are using HCD 
¡ñHands-on exercise
What is human-centered design? 
Designing solutions 
to authentic social 
problems with the users¡¯ needs and feedback at the center.
Why use human-centered design for the delivery of government services? 
1.People affected by problem central to process 
2.Small scale tests before implementing big changes 
3.More sustainable 
4.Applicable to all fields 
5.Fun and creative process
Philly¡¯s Problem
Vermont Connected -  Human Centered Design
Vermont Connected -  Human Centered Design
Vermont Connected -  Human Centered Design
Interview and Observe
Ideate
Prototype
Iterate
Vermont Connected -  Human Centered Design
Burlington 
and 
Winooski
Let¡¯s try on a HCD mindset.

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