The document discusses the Human Centered Design (HCD) Toolkit from IDEO, which provides guidance on designing solutions for an audience. It outlines three phases - HEAR, CREATE, and DELIVER. The HEAR phase involves understanding an audience's wants, frustrations, and realities through stories, observations, and identifying needs. The toolkit also describes three lenses of HCD - desirability, feasibility, and viability - and that the overlap of these lenses leads to successful implementation. Research in the HEAR phase must capture an audience's stories, observations, and deeper understanding of needs.

1. Human Centered DesignMatch Your Purpose to Your Audience

2. The HCD ToolkitFrom IDEO, perhaps the foremost design corporation in the worldHEAR: this section helps you to prepare to do design research for your purposeCREATE: this section helps you take what you’ve learned from your research and turn it into solutions for your audienceDELIVER: this section helps you turn prototypes into implemented solutions

3. Three Lenses of HCDDesirability: What does your audience want, and what are their frustrations?Feasibility: What is technically and organizationally possible?Viability: What is sustainably possible?The overlap of the three lenses is the arena of implementation success

4. HEAROur audience research must result in:Hearing people’s storiesObservations of people’s realitiesA deeper understanding of people’s needs, barriers to change, and environmental constraintsOur planning for the research must explain how we will get all three kinds of informationThink Person Centered Planning