Human Centered Design Featured ArticleThe Voice of the Client
SUMMARY:
Co-authored a three-part article showcasing the value of human-centered design (HCD) in the government sector.
The series highlights how my team at ICF uses HCD to support federal agencies in their digital modernization efforts. By focusing on the Voice of the Client (VoC)—users’ needs, preferences, and pain points—my team ensures that solutions are intuitive, accessible, and aligned with client goals. Through a SAFe Agile framework, my team rapidly prototypes, tests, and refines products with continuous user feedback. This approach not only boosts user satisfaction and adoption but also delivers measurable results, such as reduced operational costs, improved system usability, and increased overall efficiency.
CLIENT:
ICF partners with government industries to tackle complex challenges head on. As part of their HCD team, I collaborate with developers, engineers, product owners, and client partners to research and design intuitive digital products.
ROLE:
Co-Author, Designer, 2024-25
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How the ‘Voice of the Client’ drives efficiency
Human-centered design (HCD) helps government agencies maximize the value of digital modernization by focusing on user needs through continuous feedback and collaboration. By prioritizing the Voice of the Client (VoC), agencies can create more efficient, user-friendly solutions that lead to higher adoption rates and long-term cost savings.
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How the ‘Voice of the Client’ sparks innovation
This article, the second in a three-part series, details how ICF uses human-centered design (HCD) and the Voice of the Client (VoC) within a SAFe Agile framework to create intuitive, accessible, and scalable government systems. By applying usability principles, rapid prototyping, and continuous user feedback, ICF helped a federal agency significantly improve efficiency—reducing clicks by 43% and response times by 85% on a modernized platform.
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How the ‘Voice of the Client’ delivers value
This final article highlights how integrating human-centered design (HCD) with the Voice of the Client (VoC) enables government agencies to modernize digital systems effectively, resulting in scalable, cost-efficient solutions that align with user needs and mission goals. By embedding VoC into system architecture and leveraging AI, agencies can drive continuous innovation, personalize user experiences, and enhance service delivery with measurable operational and financial benefits.