Level Up Your Leadership with Human-Centered Design Crystal Yan @crystalcy

Agenda 1. Leveling up into leadership 2. Scaling impact & influence 3. Mastering three key skills

Leveling up into leadership 1 /

Hi, I’m Crystal Yan. United States Digital Service usds.gov New Initiatives at Remitly remitly.com

Scaling Impact & Influence 2 /

1. Designing better products → designing better services 2. Human-centered hiring 3. Developing interdisciplinary teams 4. Designing human-centered policy & business models SCALING IMPACT & INFLUENCE

Designing better products → designing better services

● Designing with immigrants and asylum seekers to make it easier to navigate the immigration and asylum application process ● Designing with researchers to make it easier to access healthcare data DESIGNING BETTER PRODUCTS → DESIGNING BETTER SERVICES

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Inquiry forms at the Arlington asylum office

Launched January 10, 2019, in the middle of the government shutdown

“What can I do in this stage of the process? What status can I expect next and when?” “What is a receipt number? It is different from the ‘A #’? And what is the ‘RCPT #’?”

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Human-centered hiring

DURING NEW EMPLOYEE ONBOARDING: DESIGN SPRINT TO REDESIGN HIRING 1 Conduct Research Have new hires interview each other. Map Candidate Experience Use research insights to journey map. 2 Prototype Solutions Keep it simple. Paper or PPT is fine. 3 Launch & Iterate Partner with Talent to launch. Rinse & repeat. 4

● Design intentional, inclusive hiring processes ○ Custom journey maps, interview guides, and note-taking templates help interviewers assess more effectively (& cut the bias) ● Cut the bias, design a great candidate experience, and get to yes HUMAN-CENTERED HIRING

Developing interdisciplinary teams

● Lead interactive workshops to demonstrate the value of different methods and perspectives ● Instead of one longer workshop, consider bite-sized lessons over time (e.g. a 15 minute exercise once a week for four weeks, rather than one 1 hour workshop) DEVELOPING INTERDISCIPLINARY TEAMS

● Read a customer quote: “I take my grandparent to this clinic that’s in my neighborhood. They accept us even though we don’t have insurance coverage for certain services. Every time, we fill out this form...” ○ Listen: What follow-up questions would you ask? What could make it a better question? ○ Learn: What insights do you hear? Why? How would you test that hypothesis? SAMPLE CUSTOMER RESEARCH EXERCISE (15 MIN)

Designing human-centered policy & business models

● Illustrating different policy opinions with wireframes ● Changing how clinicians get paid to better align business and patient incentives: qpp.cms.gov ● Building a financial services business that makes more money by empowering its customers to make more money DESIGNING HUMAN-CENTERED POLICY & BUSINESS MODELS

Mastering Three Key Skills 3 /

Bridging Disciplines

Systems Thinking

Presenting to Executives

Now let’s take action.

Write down one action you’ll take in the next week to level up your leadership.

Thank you. Join me in building financial services for immigrants. We’re hiring at Remitly: https://grnh.se/f3190b1c1 Questions? @crystalcy