This course helps you embed human-centered design (HCD) into your organization’s everyday work. You’ll explore how leadership behaviors, decision-making, and organizational culture influence customer experience. You’ll also assess your organization’s HCD maturity and learn practical ways to align teams, support change, and strengthen your HCD practice over time.

Performance Objectives: After completing this class, you should be able to:

• Explain the organizational value of a human-centered approach.
• Assess HCD maturity and define target states.
• Integrate customer needs into leadership decisions.
• Adapt processes and pivot based on new insights.
• Reduce silos and enable cross-team collaboration.
• Model leadership behaviors that sustain HCD practice.

Prerequisites: You should complete Foundations of Human-Centered Design and Customer Experience or have the same level of knowledge about HCD and CX principles, before enrolling in this course.

Intended Audience: State agency leaders, program managers, and senior staff guiding teams or initiatives to embed HCD practices across their organization and build a human-centered culture and mindset.

Sales Tax Notice: Effective October 1, 2025
In accordance with Washington State law (ESSB 5814), sales tax will be applied to all training services. In addition to the course cost, sales tax will be calculated based on your agency's location and added to your final invoice after the class is completed.