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HUMAN-CENTRED DESIGN · HUMAN X LAB

Start with people, then shape the technology

Illustrative co-design workshop with people listening and mapping a service journey
Illustrative image.

A useful digital service starts with a real situation: someone has a question, needs support or wants to take the next step.

Before choosing an avatar, interface or AI model, map that situation with the people who experience it. Ask what they are trying to do, which words they use and where the existing process becomes difficult. Invite frontline staff into the conversation too: they see the questions that rarely fit neatly into a form.

Make the first prototype small

Choose one service journey and test a short conversation. Can a person understand what the assistant can do? Can they correct a misunderstanding, change language or reach a staff member? Observe the experience with permission, and give participants a way to offer feedback privately.

Let feedback change the design

Co-design needs room for decisions to change. Keep a record of what participants raised, what you adjusted and which questions still need work. Revisit the experience with the community before expanding its scope.

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