Human Centered Design (HCD) is a collaborative process for solving complex problems from the perspective of the people experiencing those problems. HCD empowers organizations to invent digital products and experiences that are useful, functional, aesthetically appealing, and affordable. SDLC Partners ensures that your consumer-facing products and internal-facing tools are the engines that drive your company forward and delight users. Our seasoned HCD team improves the customer and employee experience by infusing the right design methods at critical points across your innovation lifecycle.
Problems Human Centered Design Solves | Use Cases
Organizations want digital products and experiences that engage users, not frustrate them. SDLC Partners solves product adoption and customer experience problems while building more significant equity with users who want to buy more, stay loyal, and influence others to purchase and use.
Runaway Project Costs and Development Churn
When digital projects require significant rework, user interface code is often the culprit. User interface code accounts for 47-66% of a project’s total code, and 40% of the development effort, but equals 80% of required fixes. Tapping into HCD validates your users’ desires in lo-fidelity prototypes before you invest in expensive coding. Read Case Study
Few or Low Customer Service Ratings
For many companies, the absence of negative feedback is a sign of satisfaction, but research shows that this is not necessarily true. In most cases, customers don’t tell you they’re unhappy and only one in 26 unhappy customers complain. The rest just leave.
Net Promoter (NPR) scores, poor online ratings, and negative customer feedback indicate problems that go far deeper than the few customers who choose to provide ratings. HCD can directly improve your customer touchpoints and positively influence your customers’ experiences. Read Case Study
Downward Price Pressure
Buyers are willing to pay more for a great customer experience. If your customers are demanding that you lower your prices, there is a good chance that customer experience is to blame. Trends indicate that customer experience will overtake price and product as your most valuable brand differentiator. HCD can improve your customer’s experience whether it’s delivered via self-service or highly personal and interactive.
Difficulty Retaining Existing Customers
Customers no longer base their loyalty on price or product. Instead, they stay loyal to companies because their experience validates the value received. A recent consumer survey found that one in three customers will leave a brand they love after just one bad experience. At the same time, 92% would completely abandon a company after two or three negative interactions. When studies show that it costs between five and 25 times more to attract new customers than to retain existing ones, keeping good customers is a wise investment.
Read Case Study
SDLC Partners Leads with Human Centered Design
Business and technology leaders look to SDLC Partners for expertise and a proven track record of helping organizations make operations more efficient, broadening their customer outreach and achieving true innovation at the intersection of functionality, technological capability, and utility. We collaboratively deliver HCD solutions to solve complex problems from the perspective of the people experiencing those problems…your customers, employees, users. We believe that great design is based on observed human need, solves a root cause, and leverages continuous learning in an agile approach.
Learn more about our Human Centered Design offerings:
We work with clients to define a customer-centric innovation strategy by orchestrating groups of complementary collaborators (yours and ours) through a defined process that maximizes the outcomes from interdisciplinary teams. Debate and dialog are essential to collaborative solutions, but are only effective when the team is working from a common understanding. We drive your company’s innovations by aligning critical stakeholders from every silo with your customers’ goals.
We facilitate your innovation through services like Innovation Strategy, Innovation Session Facilitation, and Design Sprint Facilitation.
Managing Employee Engagement through Service Design
We improve your customer experience by elevating the experience of your most important touchpoint…your employees. Most organizational resources — time, budget, and logistics — are spent on customer-facing outputs, while internal processes, including the employee experience, are overlooked. We offer service design to facilitate planning and organizing your resources to improve the employee experience directly, which affects the customer experience.
Using HCD to improve the employee experience will increase productivity by:
- Making frequently-used features more accessible
- Empowering employees to create better solutions, faster
- Reducing opportunities for employees to make mistakes
- Increasing employee engagement, satisfaction, joy, and happiness
Amplifying Your Design Team’s Impact At-Scale through DesignOps
We follow a standard, repeatable approach to delivering design and we help our clients elevate their design processes maturity. Our Design Operations engagements focus on specific outcomes, including:
- Standardizing tools and methods across your design teams
- Providing governance — rules and oversight — to the design process
- Defining and documenting the design delivery process
- Establishing the administrative processes that enable designers to focus on design
- Measuring and evangelizing design’s impact within your organization
- Improving design quality and repeatability
We provide DesignOps through services like establishing a Design Center of Excellence, integrating Design into Agile Development, developing a Design System, and cataloging reusable Qualitative Research.
Human Centered Design Drives User Adoption, Satisfaction & Sales
Companies choose SDLC Partners to create products and experiences that better meet user needs and build a stronger reputation, leading to higher demand. Studies show that, across industries, every dollar spent on UX yields $2 with $100 in return. The most significant value coming from initiatives to turn around inferior user experiences. Together, we can prioritize your human centered design spend and avoid development wasted on features, products, and services that your customers don’t want.
Better Experiences Translate into Revenue
Customers are willing to pay more for a great customer experience, and that increase in value is reflected in the bottom line. A 2018 study found that companies that earn $1 billion annually can expect to earn, on average, an additional $700 million within three years of investing in customer experience. Read Case Study
Did you know that 65% of buyers find a positive experience with a brand to be more influential than great advertising? Creating a well-designed product is easier to adopt, which encourages new customers to become ongoing users and brand advocates. Read Case Study
Building loyalty with demanding, modern customers starts with creating the best customer experience. One study found that 94% of consumers who give a company a “very good” experience rating are “very likely” to purchase more products or services from that company in the future. HCD is a critical component to ensuring experience matches expectations. Read Case Study
Reduce Support and Acquisition Costs
Consistent, long-term investment in excellent user experiences significantly reduces your support and customer acquisition costs. Users who are happy with your product or service will require less help desk support and, because good UX fosters loyalty, they will share feedback and report bugs and errors to you rather than leave a bad review. Read Case Study
Improve Employee Satisfaction and Engagement
How does your customer experience affect employee engagement? Employees who are proud of their customer experience are more engaged. Trying to sell a product that delights the prospective customer is more fun and purposeful than one that’s difficult or cumbersome to demonstrate or explain. Your HCD investment can yield double the benefit by engaging customers and drawing your employees closer to your product vision. Read Case Study
Let’s Connect and Discuss the Benefits of Implementing Human Centered Design
How do you want to drive innovation at the intersection of efficiency, tech capabilities, and utility? Talk to an HCD expert and level-up your customer and employee experiences.