Anthro-Tech’s Founder & CEO, Suzanne Boyd authored the article, “Leading Your Organization to be More Human-Centered: 6 Reasons Why Most Fail,” in FedHealthIT’s (now FORUM) national annual magazine. As this year’s sole female author in the magazine, Suzanne dives into her more than 25 years of experience in leading human-centered design and customer experience initiatives for Government Agencies and enterprises.
Suzanne’s article is a must-read for the 35 High-Impact Service Providers (HISPs) who are impacted by President Biden’s Executive Order, “Transforming Federal Customer Experience and Service Delivery to Rebuild Trust in Government.” Not only has it become a federal mission to improve the customer’s experience with government, but it is up to the HISPs to carry out this task within their own agency. This article showcases how to do just that. By learning about common missteps and mistakes coupled with real-life case studies, Suzanne’s expertise lays the foundation for how to implement Human-Centered Design in a sustainable fashion in your agency.