In this episode, we explore what it takes to build truly human-centered organizations with Doug Roerden, who brings over 25 years of experience leading customer and user experience transformations. From Fidelity Investments to FM Global, Doug shares insights on organizational change, stakeholder management, and the evolution of experience design.
Episode Highlights
- Transforming traditional organizations into human-centered practices
- Building trust and alignment across diverse stakeholders
- The evolution of user research and design practices
- Leading with a servant leadership approach
- Measuring the impact of experience design initiatives
Key Insights
- How to navigate resistance to organizational change
- Building effective cross-functional relationships
- The role of healthy conflict in transformation
- Approaches to measuring design impact
- Balancing different stakeholder needs
About Doug Roerden
Doug most recently served as Head of Experience Design at FM Global, where he transformed a traditional requirements-to-applications process into a human-centered approach for improving client, broker, partner, and employee experiences. Previously, he led experience design teams at Fidelity Investments across personal, workplace, and institutional investing, driving significant improvements in user accuracy, efficiency, and satisfaction.
Resources Mentioned
Stages of UX Maturity
- Nielsen Norman Group: The 6 Levels of UX Maturity
- Jared Spool: The Five Stages of UX Design Maturity
Experience Design
- Interaction Design Foundation: What is Design Thinking and Why Is It So Popular?
- What are the Five Whys? A Tool For Root Cause Analysis
Leadership & Stakeholder Management
- Google’s highly effective team study
- Teamwork: The Five Dysfunctions of a Team
- Ten Characteristics of Servant Leaders
Connect with Our Guest
Get in Touch
Have thoughts about this episode? Connect with Dr. Michelle Handy on LinkedIn and follow Deep Thoughts for more insights at the intersection of behavioral science, tech, and design.
Deep Thoughts with Michelle Handy explores the intersections of behavioral science, tech, and design through engaging conversations with thought leaders. Whether you're building products, leading teams, or navigating your own career journey, each episode delivers practical insights to
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