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B
Hey
John
just
for
awareness,
I'm,
going
to
be
voice
only
I'm
on
the
road
and
there'll
be
a
point
when
I
get
back
to
my
garage,
where
I'll
lose
signal
for
a
little
bit
and
then
I'll
be
back
on
just
just
so.
You're
tracking.
A
D
A
G
A
C
Evening,
Prescott
Richard
we're
at
six
does
that
make?
Are
we
at
a
quorum
yet.
B
Actually
I
think
Richard's,
just
in
management
mode.
B
C
We
have
10
official
rostered
members,
so
if
we're
at
six
we
have
a
quorum.
Let's
get
started.
Welcome
I'm
gonna
do
my
best
Frank
tonight
he
is
on
the
road
tonight.
We'll
call
me
into
order
and
open
it
up
for
public
comment.
Do
we
have
any
public
comment.
C
Nope,
okay,
the
vice
chairs
update,
is
not
much
we've.
We
got
some
feedback
from
Arlington
County
libraries
that
they
are
working
on,
identifying
an
author
for
our
book
club,
so
oh
here's
Jim,
so
that
is
in
work
in
progress
and
I.
Don't
really
have
any
other
updates,
so
I
think
we
can
move
into
the
main
agenda
item
for
tonight.
C
C
It's
not
something
that
government
typically
does,
but
it
is
something
that
is
very
common
in
in
the
commercial
space,
and
so
I've
asked
for
Joe
fabre
to
join
us
as
a
human
Center.
Designer
I,
know
and
brief
for
the
tech
commission
just
generally
introduce
the
topic
on
human
centered
design,
because
I'm
I'm
pretty
sure
not
everyone
is
familiar
with
it.
If
you
haven't,
if
you
haven't
been
exposed
to
it
Joe
are
you
online.
D
Opportunity
to
share
human-centered
design
as
well
John
I'm
gonna
share
my
screen,
but
I'm
gonna
have
to
go
off
camera
when
I
share.
So
give
me
a
second.
C
C
One
admin
note
while
or
just
bringing
up
his
presentation
Prescott,
would
you
mind
volunteering
taking
the
notes
for
this
session.
Taking
the
meeting
meeting
minutes
is
your
first
session
as
an
official
member.
Actually
a
little
man
on
the
totem
pole,
duties,
yeah
sure
thing
I'd
appreciate
it.
Thank
you.
Yeah.
D
Okay,
let
me
let
me
try
this
again.
Can
you
let
me
know,
can
you
see
my.
D
Right,
let's
present.
D
All
right,
thank
you.
Everyone
I
appreciate
that
again
the
opportunity,
as
John
said,
I
am
Joe.
Fabre
I
am
a
current
ux
UI
designer
that's
a
user
experience.
User
interface
designer
with
the
federal
government
I
have
been
so
for
approximately
going
over
a
little
five
years.
Now,
let's
see
I
have
I.
D
I
have
had
my
experience
with
human
centered
design
for
my
time
in
the
military
as
a
submarine
sailor
as
and
a
consumer
of
goods
and
products,
we
all
have
our
our
similar
experiences
positive
and
negative,
and
we
will
dive
into
and
explore
some
of
the
concepts.
The
high
level
concepts
of
human-centered
design.
D
I
want
to
start
off
with
a
kind
of
an
inspirational
quote
here
by
Tim
Brown.
You
can't
solve
a
problem
for
someone
you
don't
understand.
This
is
really
the
essence
of
human-centered
design,
understanding
the
human,
their
needs
their
pain
points.
D
D
It's
going
to
seek
to
create
services
and
products
that
are
more
effectively
and
efficiently
serving
the
needs
of
the
users
and
I
want
to
I
want
to
make
one
point:
human
and
user
there's
a
distinct,
a
definite
difference
between
the
human
centered
design
approach
and
a
user-centered
design
approach.
The
human
centered
design
approach
is
looking
at
the
holistic
perspective
of
the
human,
where
user
Center
design
are
looking
more
at
granular
level,
tasks
to
tasks,
activities
of
a
user,
human-centered
design,
starts
with
people
and
ends
with
innovative
solutions.
D
Keeping
with
Tim
Brown's
quote.
You
really
need
to
understand
those
you're
trying
to
reach
and
design
for
hcd
is
both
how
you
think
and
what
you
do
with
it.
D
Some
key
importance
to
use
human-centered,
design,
user
satisfaction,
increase
adaptation,
reduce
risk
and
costs,
empathy,
inclusion
and
Innovation
user
satisfaction.
We
want
to
get
the
users
the
highest
satisfaction
and
engagement
levels.
We
want
with
that
success.
We're
going
to
have
more
users,
adopt
our
Technologies
and
solutions.
D
D
Innovation,
addressing
real
user
needs,
definitely
pushes
designers
to
think
outside
the
box
and
create
and
think
of
new
Solutions
and
Technologies
to
serve
our
users.
D
Here
are
some
of
the
phases
and
we'll
go
into
this
a
little
bit
more.
We
have
a
discovery
phase
where
we
learn
about
our
customers.
We
Define
once
we
understand
our
users
with
an
idea
brainstorm.
This
is
where
we
come
up
with
the
solutions.
We
then
take
that
concept
prototype
it
test
it
with
the
users
we
get
feedback
and
then
we
implement
the
solution.
D
D
How
we
incorporate
user
Center
design,
I'm,
sorry,
human
Center,
designed
the
processes
we
emphasize
or
discover
we
Engage
The
users
through
interviews,
surveys,
observations
we
get
into
the
user
space
to
understand
how
they're
satisfying
a
problem
without
the
technology
or
solution
we're
trying
to
develop.
We
look
at
their
needs,
their
pain
points,
We,
Gather,
all
that
information.
As
a
group,
we
come
back.
We
synthesize
that
data
or
information
and
look
at
common
themes,
common
problems,
and
then
we
come
up
with
a
solution
or
a
statement
that
we're
trying
to
address.
D
Once
we
have
that
problem
statement,
we
start
to
brainstorm
or
ideate.
This
is
where
we
take
solutions
from
the
best
to
the
worst
ideas.
We
just
throw
everything
out
there.
We
think
we
we
come
up
with
many
ideas
and
then
we've
picked
the
best
one,
and
then
we
will
work
to
develop
that
that
solution.
E
It
might
be
interesting
if
you
so
this
Miranda,
if
you
could
elaborate
a
little
bit
for
the
group
on
what
makes
something
the
best.
D
It's
a
great
question,
so
what
we
do
is
when
we
go
Engage
The
users,
we
we
listen
to
their
needs,
we
get
their
feedback
and
we
we
look
at
the
ideas
and
we're
going
to
go
over
a
couple
case
studies
but
or
one
case
study,
but
what
it
does,
for
example,
is
what
is
the
best
solution?
It
has
to
kind
of
meet
the
needs
of
the
Cross
group.
It
can't
meet
the
needs
of
one
particular
group.
It
satisfies
the
goals.
Can
we
get
a
particular
task
or
objective
accomplish
for
our
our
user
community?
E
H
Yes,
so
I
think
it
would
also
help,
although
I
think
I
know
what
you're
talking
about
and
I
think
I've
even
been
through
this
process.
If
you
would
give
people
an
idea
of
what
some
of
the
concrete
factors
are
that
you
look
at
so
chairs
lighting,
sound,
you
know
kind
of
what's
the
universe
of
things
that
you're,
considering
in
your
toolbox
that
you
can
adjust.
That's.
D
An
excellent
point-
and
you
know
from
my
perspective-
and
this
is
great
feedback,
as
you
know,
developing
or
creating
this
PowerPoint
I'm
thinking
more
of
I.T
Solutions,
so
I'm
thinking,
pixels
Mouse
clicks
keys,
but
you
brought
up
a
great
point
when
we
think
about
human-centered
design
or
developing
for
our
user
base.
We
have
to
think
about
the
their
environment
as
well.
D
If
I
were
to
create
access
to
a
community
center
for
to
receive
information
or
a
presentation,
I
would
want
to
make
sure
that
there
was
a
ramp
for
those
who
have
Ada
requirement
needs
I,
want
to
make
sure
that
there's
interpreters
or
sign
language
interpreters
for
for
the
death
does.
H
That
make
sense.
So
if
we're
talking
mostly
about
I.T
I
guess,
maybe
if
you
could
give
me
an
example
of
the
scope
of
things,
you
know
concrete
examples
of
what
the
scope
of
the
palette
is
you're
working
with
I
mean.
Are
you
looking
at?
Do
people
understand
the
icons
or
are
you
looking
at
screen
resolution.
H
Speed
of
you
know,
download
upload,
speed
and
patience.
What
kinds
of
things
are
you
looking
at.
D
Again,
an
excellent
question
from
an
I.T
perspective.
Well,
once
we
understand
our
user
Community,
we
kind
of
understand
their
system
needs
every
user
or
human
is
going
to
be
operating
at
different
system.
Mac
versus
Windows
there's
going
to
be
different.
Some
people
still
on
dial
up
a
satellite
means
of
communicating
the
information.
D
So
we
take
a
look
at
at
the
big
swath
of
of
the
user
environment.
There
could
be
again,
I
said
language
barriers.
We
try
to
what
we
say
is
is
communicate
a
plain
language
at
a
level
that's
at
a
10th
11th
grade
reading
level.
So
we
take
those
things
into
consideration.
You
talked
about
color
and
fonts
that
build
want
to
make
sure.
B
Hey
this
is
norin,
so
if
I
can
add
to
it
a
little
bit
so
from
my
perspective,
with
the
user
experience
customer
experience,
what
you're
looking
at
is,
like
you
know,
high
level
usability
accessibility,
as
he
just
talked
about
performance
security,
consistency,
mobile
responsiveness
such
as
mobile
apps,
any
type
of
personalization
and
error
handling.
You
know
just
along
those
lines,
really
high
level
of
what
I
would
think
he's
probably
going
to
talk
towards,
at
least
from
my
perspective,
what
we're?
Looking
for?
For
a
user
experience
or
chief
experience,
officer,
type
role,.
A
C
Thanks
for
that,
Norm
and
Jackie
from
from
my
experience
with
this
in
Miranda,
even
piping,
if
you
please
it
depends
on
the
brief
right,
you
want
there's
nothing,
that's
off
limits,
but
you
can't
look
at
absolutely
everything.
So
you
make
a
you,
make
a
scoping
decision
when
you
design
the
design
brief
to
say
what
are
we
going
to
look
at
and
you're
you're
trying
to
understand
the
things
that
are
most
likely
going
to
impact
the
the
product
or
service
that
you're.
G
B
B
H
I
get
the
targeting,
but
it's
such
the
targeting
is
such
a
bride,
a
broad
range
from
the
person
sitting
on
a
chair,
that's
uncomfortable
to
they.
They
can't
see
with
the
resolution
and
adjusting
the
resolution
you
know
or
adjusting
the
size
of
the
print
is
difficult
or
yeah.
You
know
so
it's
it's
at
the
level
of
technical
use,
and
maybe
you
say
you're
looking
at
all
of
that.
E
Yeah
so
Jack,
if
you
roll
it
back
a
little
bit,
I'm
sorry
I'm,
not
sure
how
I'm
interrupting
here.
Oh,
if
you
roll
it
back
a
little
bit.
Usability
is
more
of
a
requirement
right.
Anything
that
you
that
you
build
is
to
be
used
by
people
on
on
online
needs
to
be
usability.
So
it's
not
really
that's
not
really
a
consideration.
That's
a
must-have!
E
Something
that's
more
of
a
consideration
is
if,
if
it
would
be
better
to
communicate
in
pictures
or
words
or
what
elements
go
on
the
screen
and
that
type
of
thing,
and
it's
really
you're,
starting
with
the
problem
statement
of
like
people
may
say,
I
need
a
better
way
to
pay
for
something
but
the.
What
does
that
really
mean?
And
how
do
we
make
that
actually
come
to
life
using
human-centered
design,
instead
of
just
using
whatever
comes
out
of
the
box
with
Shopify
or
another
payment
processor
I,
don't
know
is
that.
H
D
I
think
you
know
one
thing
I
appreciate
that
input.
One
thing
I
want
to
to
have
everyone
focus
on
is
so
when
we're
talking,
there's
going
to
be
the
a
business
requirement,
there's
also
going
to
be
a
user
requirement
and
we're
trying
to
ensure
that
we
capture
both
of
those
those
needs
from
the
stakeholders
as
well
as
our
end
users,
the
inhuman
user
does.
H
Yes,
yes,
it
does
I
mean
I'm,
more
I'm,
working,
for
example,
on
a
contract.
Right
now,
that's
looking
at
you
know,
testing
various
apps
and
how
they
work
for
different
audiences.
Like
people
with
you
know,
Vision
issues
or
access
or
deaf
or
colorblind
or
whatever
is
that
is
that
an
example
of
things
and
also
like
do
elderly
read?
You
know
icons,
so
those
look
so
am
I
in
the
right
ballpark.
That's.
D
Absolutely
that's
that
is,
and
that's
things
that
we
take
into
consideration
for
myself.
I
was
a
prior
accessibility
tester,
so
as
part
of
and
you'll
see
in
a
later
slide,
you'll
build
up
a
diverse
group
of
individuals
that
make
up
your
design
team
for
the
human
centered
design
process.
We
have
these
cross-spectrum
talents
and
we
come
to
the
table
to
kind
of
fill
in
gaps.
For
example,
I
would
speak
to
the
accessibility.
That
is
a
a
law
that
is
a
requirement
that
we
must
meet.
D
All
right,
I
think
moving
on
the
last
I
was
talking
about,
so
let's
go
back
one
more
slide:
Ida
Ida,
the
design,
the
human
Center
design
process
is
a
continuous
ideation
of
improvements,
but
once
we
get
to
the
ideation
stage,
this
is
where
again
where
we
are
going
to
develop
the
solution.
D
As
you
see
in
the
slide,
it's
going
to
be
with
that
diverse
group
to
encourage
and
avoid
premature
judgment.
This
is
so
that
all
ideas
are
fresh.
All
ideas
get
get
on
the
table.
Once
we
pick
that
quote-unquote
best
solution,
we
start
creating
a
low,
Fidelity,
mock-up
or
representation
of
what
that
solution
is
that's
something
that
we
want
to
present
to
the
user
Community
a
test
group
so
that
we
can
get
feedback.
D
G
D
Where
they
will
develop,
build
and
then
put
the
product
into
production
once
in
production,
we
still
have
a
continuous
improvement
process,
We
Gather
feedback
from
the
users
in
real
time
to
see
where
we
can
improve
the
product.
D
As
I
said,
human
centered
design
is
iterative,
so
we
start
our
Discovery
phase
again
we're
learning
about
the
user,
their
needs
we
move
into
the
Define.
We
start
to
problem
solve
we
ideate.
If
at
this
point,
we're
unsure
we'll
go
back
to
the
beginning
in
the
discovery
phase
to
gather
more
questions
and
understanding.
D
If
we
pass
on
to
prototyping
and
test,
we
have
two
paths:
we're
going
to
take
for
feedback
loops,
the
tweaking
of
the
Prototype.
If
they're
technical
changes
that
are
needed,
pixels
colors
functionality,
however,
we
will
go
back
to
the
Discovery
phase.
If
we
we
are,
as
the
team,
don't
really
understand
our
users.
So
this
is
this
iterative
process
we're
speaking
about
once.
We
have
satisfied
those
requirements,
we'll
move
to
implement
and
then
again
there's
a
continuous
feedback
loop
for
continuous
process,
Improvement
incorporating
the
human
centered
design
and
I
spoke
about
this.
D
We
want
to
get
a
diverse
team.
We
can't
develop
an
Innovative
solution
with
one
skill
set.
We
need
a
cross-function
of
various
backgrounds,
expertise
and
perspectives.
We'll
take
that
team,
we'll
go
out
conduct
our
research
observations.
Gather
data
come
back
to
iterate
right.
This
is
where
we
kind
of
synthesize.
The
information
come
up
with
our
themes,
our
common
problem
and
again
this
is
real,
repetitive,
prototyping
and
testing.
D
All
right,
this
is
a
kind
of
a
high
level
generic
case
study
for
a
local
government.
The
background
was
a
local
government
wanted
to
improve
its
communication
engagement
with
the
citizens,
so
what
it
did
is
it
pretty
much
commissioned
a
group
to
go
out
and
find
a
application
that
would
provide
ease
of
use,
would
provide
accessible
information
for
users
and
what
they
wanted
was
a
mobile
app
so
going
through
the
phases
of
the
case
study,
the
design
team
went
out,
they
conducted
their
interviews
with
focus
groups
right.
D
D
Oh,
we
move
into
phase
two
that
research
highlighted
common
pain
points
right,
difficulty,
finding
relevant
information,
lack
of
clarity,
service
offerings,
limited
channels
providing
feedback
for
the
users.
The
users
within
this
particular
Community
had
no
voice
to
provide
feedback
to
their
local
community
or
local
government.
D
The
team
also
identified
a
need
for
that
app
that
would
offer
user-friendly
interface,
comprehensive
information
and
interactive
features.
D
Foreign
once
got
together
and
they
started
to
ideate.
This
is
where
they
came
up
with
various
ideas
and
Concepts.
They
considered
user-friendly
interface,
personalized
notifications,
easy
access
to
government
services.
What
does
that
mean?
Well,
there
was
no
need
or
means
to
access
information,
so
making
this
app
available
potentially
would
provide
an
ease
of
access
to
services,
and
the
key
thing
that
they
looked
at
was
the
feedback
mechanism
for
the
users.
D
Prototyping
they
built
the
low
Fidelity
mock-up
of
the
app
and
put
it
in
front
of
the
users
to
test
the
prototypes
included.
The
features
that
they
sought
during
the
ideation
phage
request,
form
event.
Calendars,
live
chat,
support
and
easily
searchable
knowledge
base.
These
are
addressing
all
the
pain
points
that
were
found
in
the
discovery
phase.
D
D
That
next
phase
the
group
took
that
feedback
analyzed
it
and
made
necessary
changes.
The
handoff
to
the
development
team
to
build
the
conceptual
idea
to
a
real
world
location.
D
Some
key
results
from
this
case
study:
the
government
did
receive
positive
feedback
from
citizens,
they
were
able
to
develop
and
design
the
user
friendly
interface
and
it
encouraged
the
key
thing:
it
encouraged
user
engagement
and
there
was
sustainability
of
use.
D
C
I'm,
assuming
Joe
that
this
Bears
any
any
resemblance
that
this
Bears
to
an
actual
municipality
is
purely
coincidence.
D
John
I'm
glad
you
said
that
there
there
was
a
and
it's
similar
to
some
solutions.
I've
seen
worked
on,
so
this
is
more
of
a
a
mock
scenario.
However,
it
does
resonate
with
real
world
Solutions
banking
apps
to
Emergency
Management
communication
systems
like.
G
D
That
oh
go
ahead,
sir.
No
go
ahead.
Yeah
pain
points
was
was
something
that
like
requirements
was,
was
drilled
into
me.
Yes,
pain
points,
the
users
as
we
go
along
a
journey
as
a
user
right
or
what?
What
is
it
that
frustrates
me
along
that
Journey?
Where
do
I
find
challenges,
obstacles?
What's
stopping
me
from
obtaining
satisfaction
of
completing
a
task?
So
those
are
the
the
the
pain
Point.
Yes,
is
a
is
a
common
term
that
we
use.
F
So
when
you're
doing
your
research
and
and
when
you're
getting
feedback
you're,
whatever
the
method,
whether
it's
survey
or
focus
group
or
interview
or
observation,
there's
a
a
priority
to
noticing
what
is
causing
people
pain
is.
D
That
correct
yes,
so
what
we
do
is
we
so
I
love
what
you
said
about
the
different
means
of
how
we
would
gather
that
information
when
we're
looking
at
our
users,
so
we
can
go
back
and
do
qualitative
or
quantitative
research.
What
we
like
to
do
is
when
we're
observing
a
user,
we
kind
of
listen
watch
over
the
shoulder.
We
listen
for
frustrations
triggers
as
a
user's
using
a
product.
We
look
at
surveys,
we
look
at
common
commonality
of
of
Trends
and
and
we
kind
of
assess
that
information
for
us.
D
The
basic
question
is:
what
task
are
you
trying
to
accomplish?
How
are
you
accomplishing
it
today
and
what
challenges
are
you
met
with
the
current
tool
that
you
have?
Those
are
three
basic
questions
that
I
would
ask
and
then
observe,
watch
and
then
bring
that
information
back
to
the
team
and
then
share
with
the
team,
as
each
individual
may
have
observed
or
review
their
users
during
their
groups.
Does
that
answer
your
question,
sir?.
F
Yeah
I
mean
that
that
seems
to
be
what's
distinctive
about
this
human-centered
design
process
to
me
and
it
it
seems
like
a
a
good
Focus
I
get
I'm
old
I
get
frustrated
all
the
time
and
I
would
love
to
have
people
who
work
in
design
help
me
get
past.
My
pain
points,
I.
Think
it's
a
it's
a
it's
a
neat,
integrating
concept.
D
Yeah
it
it
comments,
sir
I'm
just
really
going
to
say
this.
Human-Centered
design
is
not
a
complex
process
right.
It
is
really
understanding
your
users
going
through
an
iterative
process
of
understanding
the
user
collecting
that
information
building
upon
that
and
then
seeing
if
you
met
their
needs
right,
it's
it's
I
mean
it's
easier
said
than
done
for
me,
I
I
get
it
it's
not
complicated.
D
So
just
imagine
a
group
of
how
do
I
want
to
say
this.
If
I
have
a
younger
User
Group
only
developing
something
for
a
wide
audience,
we're
probably
not
going
to
get
the
best
solution
right.
So
that
speaks
that's
going
to
speak
to
to
having
a
a
diverse
team.
We
really
have
to
understand
the
users
you
mentioned
a
a
different
demographic
may
have
understanding
of
technology
different.
There
may
be
difference
in
lingual
concepts
of
of
ideas.
How
business
is
done
so
does
that
make
sense?
Sir.
F
Well,
yeah
I
mean
I,
I,
think
you're
being
nice
to
me.
I
I
am
of
a
I'm
I'm,
a
digital
migrant,
not
a
digital
native
and
I,
get
frustrated
very
fast
and
I
would
love
it
if
designers
and
it
and
tech
support
were
attuned
to
my
special
needs
as
or
and
I'm
not
I'm,
not
trying
to
make
a
pun.
F
I
I
recognize
special
needs
as
a
a
specific
meaning
with
respect
to
disability
and
I
I
totally
I
totally
respect
that,
but
if
you're
trying
to
get
the
people
of
Arlington
to
make
heavier
and
more
efficient
and
more
effective
use
of
I.T,
affordances
I
think
having
a
team
that
focuses
on
their
pain
points
would
be
a
very
good
idea.
C
So
Mike,
this
is
one
of
the
reasons
why
I
really
wanted
to
bring
this
topic
to
the
to
the
tech
commission
right
because,
in
the
commercial
space
businesses
get
to
pick
their
Market
segment,
they
get
to
decide
as
part
of
their
business
strategy
who
they're
going
after
and
they
don't
have
to
go
after
everybody.
They
have.
They
can
pick.
You
know.
Socioeconomic
demographics
age
ranges
right.
They
can
pick
their
Market
segment
for
their
product.
C
Government
is
a
product
and
a
set
of
products
and
services
that
has
to
be
for
everybody
right
and
so
I
think
I
think
it's
all
the
more
important
for
governments
to
be
using
human-centered
design
when
designing
their
services,
because
because
there's
a
diversity
of
experience
out
there,
there's
a
diversity
of
the
perspectives
out
there
and
the
team.
That's
actually
implementing
the
thing
or
designing.
C
The
thing
doesn't
have
all
that
experience
and
if
you
don't
have
a
rigorous
approach
to
go,
understand
your
customers
and
understand
the
people
that
you
are
delivering
these
services
for
you're,
going
to
make
a
whole
bunch
of
assumptions
that
are
wrong
and
and
you're
going
to
spend
money
on
things
that
don't
work
very
well.
Because.
F
Think
that's
a
really
important
distinction,
because
I
first
learned
the
phrase
pain
points
from
listening
to
marketers
and
they
want
to
increase
pain
points.
F
No,
it's
true
to
close
the
sale-
and
this
is
a
this-
is
a
different
domain
of
life
as
you've,
just
as
you've
just
said
so
so
any
any
process
that
sets
out
to
ameliorate,
to
identify
and
and
and
reduce
pain
points
as
opposed
to
identify
and
sharpen
them
until
you're
you're,
desperate
to
buy
the
product.
I
think
that's!
That's
really
good.
H
Yes,
I'm
sorry,
I
have
so
many
questions,
so
would
this
would
a
potential
application
be
to
look
at
a
website
during
development
or
to
look
at
a
website
after
development
to
see
if
people
navigate
the
site
the
way
it
was
intended
or
if
there
are
issues
in
navigation
and,
of
course,
I
raise
that
with
the
follow-up
question
is
to
our
DTS
folks
is:
is
that
something
that's
been
part
of
the
website
development
process,
or
is
it
something
that
we
might
want
to
be
considering
you
know
now
that
we've
reached
the
fixing
the
link
stage,
I
mean
we've
gone
beyond
the
fixing
the
link
stage.
B
It's
fine,
so
we
we
do
have
some
folks
actually
on
Richard's
team
working
with
some
other
teams
to
address
some
of
the
accessibility
issues
for
enhancements.
Specifically
to
that
point,
so
there's
the
project
that
we
have
working
at
right
now.
D
Yes,
and
so,
as
I
understood,
the
first
question
is:
is
really
we're
talking
about
navigating
a
site,
and
so
at
the
beginning,
let
me
even
back
up
there.
We
may
find
a
problem
like
there
may
not
be
a
text
solution
right.
There
may
be
nothing
we're
starting
from
scratch
right.
So
we
find
that
there's
a
problem.
We
have
a
need.
We
need
to
fill
and
satisfy
we
kind
of
gather
our
requirements.
How
are
people
doing
things
today
without
text
solution,
We,
Gather,
that
information
as
a
team?
D
We
bring
it
back
and
then
we,
as
a
cross-function
team,
start
to
develop
this
new
I.T
solution,
be
it
a
website,
a
web
app,
be
it
a
a
pamphlet
literature
right.
So
what
we're
talking
we'll
talk,
this
app?
We
put
together
these
mock-ups,
what
we
think-
and
you
have
a
team
of
designers-
information
architectures
that
that
start
to
build
this
prototype.
How
does
how
would
a
user
journey
through
this
app?
So
there
there
is
a
a
phase
that
we
go
through
when
we
start
developing
the
screenshots
of
a
particular
page.
D
We
want
to
make
sure
that
we
can
navigate
smoothly
through
and
once
we
get
those
prototypes
again,
we
test
with
users
to
start
fine-tuning.
So
there's
two
things:
you
can
come
from
a
solution
that
exists
to
improve
upon.
H
Sorry
I'm
slow
on
the
button.
Yes,
it
does,
and
and
and
of
course
our
inside
team
answered
the
question
which
was
where
I
was
getting
at
as
this
sounds
great
and
how
how
when
we
look
at
our
Arlington
some
of
our
Arlington
systems
that
interface
with
the
public
is
this
something
that
we
incorporate
into
our
process.
D
Yes
and
I'm
glad
you
said
that
let
me
get
to
my
slides
here,
sorry
about
that,
so
the
challenges
of
human-centered
design,
the
challenges
of
human-centered
design,
as
as
all
projects,
there's
limited
funds,
there's
going
to
be
time,
constraints
and
there's
going
to
be
resistance
to
change
right,
and
so
those
are
some
of
the
challenges
that
we're
faced
as
we
start
going
through
the
human
centered
design
process
and
we
try
to
as
best
as
we
can
address
all
needs
with
the
time
we
have
with
the
funds
available
with
the
resources
available
right
and
hopefully,
this
second
bullet
point.
D
The
long-term
benefits
will
clearly
outweigh
or
should
outweigh
these
obstacles.
D
C
Thanks
Joe
any
questions
for
Joe
before
we
take
the
discussion
to
the
to
the
commission.
A
C
A
D
Yeah,
so
it
was,
it
really
was
a
generic.
It
was
a
generic
app.
That
would
be
that
I
was
using
as
an
example.
One
thing
I
I
did
have
a
link
to
some
real
world,
some
real
world
kind
of
case
studies
that
I
did
provide
in
the
slides
as
well.
D
Let
me
see
if
I
can
get
those
notes
pulled
up
and
then
I'll
screen
share
some
of
those.
If
you
want
to
see
but
other
than
that
yeah
the
app
was
was
fictitious
right
during
my
my
course
of
study,
when
I
was
coming
through
design
school
at
George
Washington,
we
were
given
a
problem
set.
You
have
a
community
that
you're
trying
to
solve
a
problem
for
and
then
you
go
out
and
you
go
through
this
human-centered
design
process
and
phase
and
collect
information
meet
the
users
talk
to
the
users.
D
C
All
right,
Joe
really
appreciate
you
coming
and
join
tonight,
and
sharing
the
good
news
about
human
Center
design.
I
think
the
broader
we
can
spread
it.
The
better
you're
welcome
to
hang
out
and
listen
and
and
contribute
to
the
conversation,
but
you
have
fulfilled
your
your
promise
to
me
to
to
come
and
brief
us
tonight
so
I
appreciate
it.
Thank
you,
sir
yeah.
C
All
right
so
I
think
you
know
the
the
challenges
that
Joe
laid
out
for
human
Center
design
are
very
real
for
organizations
that
are
not
designed
native
organizations
explaining
and
getting
leadership
buy-in
about
prioritizing
resources
to
bring
design
resources
and
make
human-centered
design
a
normal
part
of
operations
is
difficult
and
it's
the
first
hurdle,
because
you
know
I,
I,
try
and
practice
human
Center
design,
but
I'm,
not
an
expert
and
there's
a
difference
between
experts
who
have
been
trained
and
do
it
all
the
time
and
people
who
are
practitioners
and
are
trying
to
use
the
techniques
but,
but
maybe
are
are
that
expert
I
would
say
from
my
experience
the
most
valuable
piece
of
it
is
the
stuff
that
you
don't
build
and
waste
money
on,
because
you
find
out
early
that
it's
not
going
to
work.
E
100
I
mean
sometimes
when
you
take
the
the
this
approach
you
end
up
in,
like
90
degrees
or
even
180,
from
where
you
thought
you
needed
to
be
I.
Think
a
lot
of
the
people
talk
about
the
problem
dissolved
right.
So
if
you
start
there
rather
than
what
you
think
you
need
to
build,
but
you
actually
spend
the
time
doing
a
lot
of
This
research
and
and
discovery
that
that
we've
been
discussing
you
end
up
with
something
that
sometimes
looks
nothing
like
what
you
originally
thought.
A
C
C
You
know
this
is
relatively
new
to
government.
The
the
Biden
Administration
recently
released
the
executive
order
on
customer
experience,
so
it
is,
is
government's
starting
to
catch
up.
B
Yeah,
please
so
I'm
getting
ahead
of
the
what
does
DTS
have
for
the
group.
So,
as
some
of
you
may
have
seen,
we
have
actually
advertised
it's
out
there
right
now,
there's
an
announcement
for
a
chief
customer
experience
officer,
so
it
is
focused
on
exactly
everything
was
briefed
this
evening.
So
we
created
that
role
as
a
division,
Chief
level
role.
So
it's
an
executive
role,
that's
going
to
take
all
the
most
customer
facing
teams
and
DTS
and
they're
all
fond
of
this
individual.
So
we
are.
We
are
heading
towards
that
direction.
B
Everything
is
being
heard.
We've
heard
this
before
this
is
some
of
the
based
off
of
some
of
the
research
I
did
when
I
initially
came
on
board
a
deputy
director
and
just
moving
forward
with
that.
So
County
managers
bought
off
on
it.
We've
created
the
role
and
it's
out
there
just
wanted
to
go
ahead
and
pass
that
on.
A
D
Yeah
one
thing:
when
I
was
looking
up:
you.
G
D
Forgot
it
was
Arlington,
you
know
I'm
from
Fairfax
John.
Well
it
wasn't
on
Fairfax.
So
but
I
was
looking
at
your
strategic
goals
and
your
strategic
goals
speaks
to.
It
speaks
to
and
touches
on,
human-centered
design.
It
doesn't
come
out
and
say
it
explicitly,
but
it
does
speak
to
the
the
basic
premise
of
human-centered
design.
C
That's
awesome:
maybe
we
can
get
the
rest
of
the
the
help.
Help
encourage
the
rest
of
the
County
government
to
adopt
some
of
these
practices
as
well,
because
I
think
you
know
oftentimes
what
you
find
is
there's
not
a
technical
solution
to
the
thing
it's.
A
The
problem
that
your
users
have
in
it
and
it's
really
their
non-technical
solutions
to
how
other
things
are
organized
that
can
really
break
down
barriers
for
for
the
people
involved.
Jackie.
H
Yes,
I
a
personal
experience,
I'm
working
as
an
SME,
but
in
a
different
area,
not
that
area
so
more
of
a
practitioner
on
the
development
of
a
an
a
mobile
app.
That
is
an
emergency
notification,
app,
that's
combined
with
preparedness
and
that's
an
example
of
where
you
absolutely
have
to
see
how
those
Dynamics
work
for
people
to
know
whether
or
not
you're
going
to
have
any
Synergy
between
alerts
and
preparedness,
for
example,
and
and
it's
the
kind
of
thing
where
you're
talking
about
the
audiences
you're
trying
to
reach.
H
If
they
find
something
difficult,
they
don't
ever
go
back
to
it
so
and
they
don't
use
the
app
then
either.
So
it's
it
can
these.
What
might
seem
subtle
can
be
all
or
nothing
issues
for
many
users.
C
F
It
seems
to
me
a
great
way
to
sell
something
new
like
this
is
through
a
demonstration
project
and
by
a
demonstration
project.
I
mean
Gathering,
a
few
Arlington
citizens
and
members
of
the
board
and
finding
one
of
these
one
or
two
of
these
experts
and
leading
them
through
a
design
review
process
of
one
particular
aspect
of
of
the
Arlington
website.
Demonstration
is
the
best
teacher
I.
A
D
This
will
be
my
last
comment:
John
promise
sub,
so
the
young
lady
who
just
spoke
on
her
personal
experience,
I,
can
say
coming
on
to
my
agency,
the
government
agency.
We
took
a
supply
chain
solution
from
pen
and
paper
and
you
had
a
user
Community
who
was
so
set
on
using
their
pen
paper,
their
Excel
spreadsheets
and
not
using
the
the
solution
we
were
developing,
so
it
was
challenging
to
have
that
that
change
management
was
really
a
hard
process.
So
getting
your
right
Executives
on
board
early
is
definitely
going
to
be
key
in.
D
In
my
opinion,
that
was
one
thing:
John
I
wanted
to
add.
A
C
Right
well,
I
think
we
might
take
a
crack
at
at
writing
something
up
supporting
the
customer
experience
position
Lauren
and
the
the
county
government's
moving.
C
The
managers
move
in
that
direction
to
let
the
board
know
that
we're
in
agreement
with
with
that
that
always
helps
other
than
that
I
think
we
can
close
this
member
item
of
the
agent
agenda
item
and
move,
hopefully
to
see
the
U.S
women's
World
Cup
team
defeat
the
Netherlands
starting
at
9pm
tonight
I
do
have
from
Frank
his
legislative
update.
C
Congratulations
to
Arlington
again
having
been
named
the
number
one
digital
County
for
2023
by
the
center
for
digital
government
and
the
National
Association
of
counties
in
the
150
000
to
250
000
population,
category,
congratulations!
Norm
to
you
and
your
team.
C
Comcast
and
Verizon
were
top
level
sponsors
of
net
inclusion.
The
premier
National
digital
Equity
conference
organized
by
the
national
digital
inclusion
Alliance.
The
FCC
is
partnering
with
the
U.S
Department
of
Justice,
the
Federal
Trade
Commission
and
State
Attorney
General
to
launch
operation.
Stop
scam,
calls
to
fight
junk
calls
to
protect
consumers.
The
city
of
Baltimore
announced
implementation
of
its
next
Generation
emergency
9-1-1
program,
incorporating
Advanced
AI
technology
to
automatically
translate
texts
into
140
languages
using
Advanced,
Geo
mapping.
C
C
C
In
addition,
focusing
on
a
universal
service
standard,
the
notice
of
inquiry
proposes
to
increase
the
national
fixed
Broadband
standard
to
a
hundred
megabits
per
second
for
download
and
20
megabits
per
second
for
upload
and
proposes
a
separate
National
goal
of
one
gigabit
per
second
down
500
megabits
per
second
for
the
future,
so
heading
in
the
direction
of
the
which
that's
nice.
C
It
aligns
with
the
Broadband
St
the
study
that
we
feasibility
study
and
need
study
that
we
were
briefed
on
I
believe
last
month,
so
100
100
Access
to
Affordable
broadband,
and
that
is
the
legislative
update,
any
questions
or
items
from
anybody
else
before
we
move
to
a
DTS
update.
C
I
saw
that
Jackie
I
wanted
to
follow
up
with
you
at
offline
about
that.
Okay.
C
Yeah
DTS
update,
Nora
and
Richard
have
anything
to
share.
B
C
Well,
Mr
Hurley
stole
the
Thunder
when
he
posted
on
LinkedIn.
So
true,
true,
true.
C
All
right,
I,
don't
know
that
we
got
the
meeting
minutes
circulated
from
last
week.
That's
last
month.
That's
probably
my
my
fault
for
the
administrative
delay
and.
H
C
C
Do
I
have
a
motion
to
to
approve
the
minutes,
or
do
we
want
to
defer.
C
Right,
we
have
a
motion.
Second
Jim
Smith
seconds,
all
in
favor,
I.
A
C
Gary,
no
any
opposed.
C
All
right,
Gary
might
be
having
some
technical
difficulties.
We
will
leave
him
as
not
voting.
The
minutes
are
approved
by
both
of
five
to
zero.
Anything
for
good
of
the
order.