Human Centred Design that Translates Insight into Impact

What is Human Centred Design?

Human Centred Design (HCD) is a creative and evidence-based approach to problem-solving that starts with the people you’re designing for and ends with solutions that meet their needs. It deeply engages users and stakeholders to uncover pain points, define opportunities, and design intuitive services that are both effective and meaningful.

At CTO Consulting, we embed Human Centred Design into every phase of digital transformation, helping you co-design better outcomes with your users and stakeholders.

The CTOC Approach to Human Centred Design.

Our Approach to Human Centred Design

We apply a structured, research-led HCD approach built on proven methods used across Australian Government and large-scale transformation projects:

Discovery and Engagement

  • Conduct workshops, interviews and reviews to understand your users, services, and experience ecosystem.

Empathy and Insight

  • Develop personas, journey maps, and job stories to uncover the needs, behaviours, and challenges of users.

Co-design and Ideation

  • Facilitate collaborative design sessions to generate, test, and refine ideas and experience concepts.

Prototype and Validate

  • Rapidly prototype key concepts, validate with users and refine based on real-world feedback.

Strategy and Roadmap

  • Translate findings into a channel strategy, prioritised roadmap, and actionable artefacts to guide delivery.

CTO Consulting embeds Human Centred Design into every phase of digital transformation.

Problems We Solve

  • Fragmented digital services and inconsistent user journeys

  • Unclear user needs, personas, or pain points

  • Low engagement or satisfaction with digital products

  • Transitioning legacy service models to modern, digital-first experiences

  • Lack of alignment between internal stakeholders and user experience outcomes

Why CTO Consulting for Human Centred Design?

  • Extensive Government Experience delivering HCD-led service transformation for clients including Home Affairs, DFAT, ATO, FWC, Questacon, and the National Archives

  • Proven HCD Capability through Discovery research, journey mapping, co-design, prototyping, and usability testing

  • Partnership Model that brings together CTOC’s delivery and business architecture with Hide and Seek Digital’s design and research expertise

  • Outcome-Oriented Approach that goes beyond research to deliver strategies, artefacts, and roadmaps that inform real delivery

  • Cross-Disciplinary Expertise across service design, UX, content design, and digital ecosystems

Our team applies the same rigour to each engagement: from stakeholder interviews to persona development to future-state mapping and roadmaps. We don’t just uncover insights; we turn them into strategies that shape how services are delivered.

Together with our partners, CTO Consulting makes Human Centred Design the bridge between the current state and meaningful transformation.

Get Started with CTO Consulting

Partnering with CTO Consulting enables your organisation to design and deliver services that truly reflect user needs and expectations. We align people, processes, technology, and design thinking to create intuitive experiences that improve engagement, adoption, and satisfaction.

Our expert-led approach embeds Human Centred Design across every phase of transformation. By uncovering user insights, facilitating co-design, and validating through real-world feedback, we ensure solutions are practical, inclusive, and effective. With clear roadmaps, proven methods, and collaborative delivery, we reduce design risk while building long-term capability to deliver services that make a measurable impact.

  • Kate is a business transformation leader with deep expertise across strategy, service delivery, and organisational change. She bridges technical and executive teams to deliver complex programs, drive engagement, and unlock value. Known for her collaborative leadership, she enables lasting performance and innovation.

  • Jan Esman is a seasoned digital advisory leader with extensive experience in IT strategy, enterprise architecture, and digital transformation. His expertise in aligning technology solutions with business objectives ensures that CTO Consulting clients benefit from strategic insights and effective digital initiatives.

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