This course focuses on framing the right problems and organizing work to support learning and iteration. You will explore how to plan Human-Centered Design (HCD) projects, engage stakeholders, and manage scope, timelines, and collaboration. The course emphasizes practical application in real organizational contexts.

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

• Frame customer-centered problems and customer experience (CX) outcomes.
• Prioritize, scope, and scale projects based on evidence.
• Identify stakeholders and assess roles and readiness.
• Plan HCD activities within real-world constraints.
• Support cross-disciplinary collaboration and iteration.
• Apply change-management strategies to support adoption.

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: Staff who plan, manage, or support customer experience work. Project managers and leads looking to combine traditional project management with a human-centered approach.

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.