The Value of Human-Centred Design
Often organisations focus primarily on a new product’s feasibility and viability.
Human-Centred Design rebalances the focus by adding desirability.
So, what exactly is Human-Centred Design? Simply put, it is a design philosophy that puts people at the heart of the process. It is about understanding the needs, wants, and limitations of the users of your products and services. By focusing on the human aspect, we ensure that technology is designed with people in mind, making it more accessible, intuitive, and beneficial for us and our planet.
One of my favourite examples is the Dutch national Corona Check App we have helped put live in just three months. Through constant iterations with users, stakeholders and the entire project team, we ensured the app was accessible and inclusive of everyone – including the elderly, blind, low literate and digitally less savvy people. It proved to be a success story compared to the solutions of other countries.
Another great example is Eurocross, where we digitised a European medical insurance service – by using a radical human-centred design approach. We improved the patient experience by streamlining the process of seeking medical
help in foreign countries and providing a user-friendly platform for both patients and healthcare providers. Setting up a digital patient portal to support Eurocross’ services, provides patients a way to stay up-to-date about the status of their case file. By digitising the system, we optimised the already high-scored customer experience by reducing 23% of the time spent and stress caused by it. How? The patient dossier allows more transparent and faster operation, mitigating the communication overload, by creating a single source of truth.