Designing a great solution is just the beginning. Making it work in the real world—that’s the hard part.
Public institutions invest time and resources into human-centered design, aiming to improve services for the people they serve. But too often, promising ideas stall in the gap between design and reality. Complex policies, technical constraints, shifting leadership, and bureaucratic hurdles can make implementation feel like an uphill battle.
This interactive workshop focuses on the crucial but often-overlooked implementation phase—the process of bringing human-centered solutions to life at scale. Together, we’ll dig into the behind-the-scenes work of what it really takes to translate ideas into lasting impact.
Who is this workshop for?
This session is designed for public-sector employees working on customer experience (CX) improvements who need to navigate practical implementation challenges—from leadership buy-in to policy and technical roadblocks.
What you’ll take away:
- A framework for understanding the Implementation phase
- Real-world examples that demonstrate ways to address common roadblocks
- A chance to connect with peers in other institutions who share similar challenges and goals
What to know:
- One week before the session, you’ll receive a short, 15 minute Prep Assignment to complete prior to the workshop.
- Space is limited to foster active participation and meaningful conversations.
- There will be breakout sessions. Plan to spend some time in active conversation with other attendees, preferably with your camera on.
