Session Description
In this session, Camy Naasz, Director of Human-Centered Design at Anthro-Tech, will show how human-centered design helps public agencies identify customer experience (CX) problems, understand the needs and behaviors behind them, and design more effective services.
Attendees will learn a practical five-step approach for observing customers’ experiences, developing solutions collaboratively, creating and testing prototypes, and launching improvements with a plan for measurement and communication.
Real-world case studies will show how research, iterative design, and testing can turn customer insights into measurable CX improvements.
Learning Objectives
- Recognize and measure customer experience problems.
- Explain the values and principles of human-centered design.
- Apply human-centered design practices to improve a customer experience.
Presenter Information
Camy Naasz is a seasoned usability and human-centered design expert who helps organizations make better decisions about their customers’ digital and physical experiences. At Anthro-Tech, she leads research and design initiatives that turn complex systems into clear, practical solutions. She excels at bringing people together, translating strategy and jargon into plain language, and guiding teams through collaborative design processes grounded in customer needs.