Human-Centeredness is More Than Skin Deep
Human-centeredness is not merely a front-stage achievement, but a perspective that pervades organizational culture and operations. To provide a truly human-centered experience for their customers, organizations must first engage their own employees by empowering them to think critically and work flexibly. This equips them to address the user better than any customer engagement handbook ever could.
Originally published in PARACHUTES: Instructions for Landing in the 21st Century