This site provides six important tips to ue when prototyping a service. Prototyping is the creation of a model of what a design will look like in order to test its workability.  It is such a powerful tool because a team can organize a service around the needs of the end consumer.

Prototyping is a process in program design which involves producing an early, inexpensive, and scaled down version of the product or service in order to reveal any problems with the current design. Prototyping offers designers the opportunity to bring their ideas to life, test the practicability of the current design, and to potentially investigate how a sample of users think and feel about a product.

This toolkit is a set of activities and methods that enables groups of people anywhere to organize, collaborate, and create solutions for problems affecting their community.  

This article describes empathy as the first step in human-centered development. In a general sense, empathy is our ability to see the world through other people's eyes, to see what they see, feel what they feel, and experience things as they do.