Applying Human-Centered Design to Improve Workforce Services

The Los Angeles County Department of Workforce Development, Aging & Community Service (WDACS) is working to connect its most vulnerable populations with high-quality jobs and careers. Partnering with the America’s Job Centers of California (AJCC) branch, FUSE executive fellow Patrick Koppula employed a human-centered design approach to help it deliver integrated workforce services that are directly responsive to the needs of customers. He helped devise new concepts for service delivery, taking a human perspective in all steps of the problem-solving process. The aim is to improve the customer experience and satisfaction, while strengthening educational and employment opportunities. Patrick is now helping AJCC implement these new concepts and incorporate the ideas into its service delivery process. He is recommending how to prioritize proposals, keeping in mind which will best benefit the customer. The result should help AJCC make human-centered design a routine consideration for service delivery, while reducing employment barriers for its customers. The framework should also be adaptable to future workforce programming, enabling an integrated services delivery system that can be used throughout AJCC and WDACS.