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The Human-Centered Design (HCD) Guide Series from Digital.gov provides federal staff and partners with actionable strategies for improving services by focusing on the needs, behaviors, and experiences of the people they serve. The series presents...

The National Institute of Standards and Technology (NIST) defines human‑centered design (HCD) as an approach to systems development that prioritizes the needs, requirements, and well-being of users. Aligned with the ISO 9241-210:2010(E) standard,...

This podcast features two practitioners who discuss how they used the principles of customer centered design in the development of participant workshops and the positive impact that these workshops have on their job seeker customers. In addition...

Customer-Centered Design (CCD) is an amazingly generative process that starts with people and ends with surprising answers tailor-made to put our customers' needs at the center of service delivery, processes and customer flow.

Find additional resources on case management strategies and promising practices.

WIOA includes many provisions intended to strengthen the role of ES Staff in supporting UI claimants throughout their job search and reemployment. This page identifies strategies, research, and resources that can be linked and braided together to...

AJC Customer Flow Scenarios – A Novel Approach to Staff Training Many states and local areas have expressed a need for staff development tools that help train AJC staff, while enabling them to work collaboratively and seamlessly across...

Under the Workforce Innovation and Opportunity Act (WIOA), which was signed into law in 2014, long-term unemployed (LTU) individuals receive training, supportive services and reemployment services to help them overcome extensive barriers that are...

Community auditing is often referred to interchangeably as asset mapping or resource mapping. It is a type of inventorying or environmental scanning that builds system capacity to allocate resources efficiently and maximize a region's ability to...

The strength of the one-stop career center system is its basic premise that workforce development services can be integrated in one place for easy access to customers, and delivered as efficiently and as streamlined as a business would. ...