Identifying a clear purpose, scope, and theory of change and metrics to drive system and tool development is important in any effort, but it is particularly critical when seeking to support workers and jobseekers who are economically marginalized and have experienced bias and structural racism. To address underlying problems that have led to bias and marginalization and improve services for underserved populations requires facing up to what’s wrong with the system, what can be improved and for whom, and how the changes can be made effectively and clearly apparent to target communities. This clarity in purpose is particularly important to human-centered design processes that, by definition, involve a deep understanding of and collaborative work with the segment(s) of the workforce you seek to help and with key partners who know and support those workers.

Measures for success should focus on improvement in users’ lives rather than simply on improvement in the service or tool itself. If systems are to lead to improvements in people’s lives, measures need to include outcomes-based indicators that identify how tools, products, or services made a difference in those lives, including leading, even in short or intermediate term, to better well-being, jobs, career opportunities, and earnings. And just as tools and services need to evolve to meet the needs of workers and jobseekers, metrics need to evolve to regularly gather accurate and useful feedback that will lead to continuous improvement.