Creating HCD learning materials for local government teams
Context
I worked with a government team working on the re-platforming of a legacy traffic system. I was asked to improve their understanding of human centred design across product and delivery teams.
The work supported both a UX strategy and a broader need to build capability within teams responsible for designing and delivering services.
The situation
Many stakeholders had limited experience with human centred design and were responsible for shaping teams and making decisions about UX, UI, and CX without a clear understanding of these disciplines.
This created confusion around roles, responsibilities, and how experience practices should be applied in practice.
There was a need to build a shared foundation that could support better decision making and more effective team structures.
The work
I designed a set of learning materials to provide a clear and practical introduction to human centred design.
This included creating a comprehensive training pack that explained the history of UX, the distinction between CX, UX, and UI, and the typical activities and deliverables across each phase of the double diamond.
The materials were designed to function as learning modules, making it easier for teams to engage with the content and apply it in their work.
I also embedded this learning approach within broader strategy work, ensuring that stakeholders could connect foundational knowledge to real organisational challenges.
What changed
The work improved understanding of human centred design across the organisation, providing teams with a clearer view of how different experience practices contribute to service delivery.
It also helped stakeholders make more informed decisions about team structure, capability, and the role of design within the organisation.
The materials contributed to a greater appreciation of the depth and rigour behind UX practice, supporting a more informed and aligned approach to experience design.
What this demonstrates
The ability to design foundational learning experiences that build organisational understanding of human centred design and support better decision making.
