From Resistance to Buy-In: Doug Roerden’s Playbook for Leading Human-Centered Change in Legacy Organizations

Send a textIn 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 HighlightsTransforming traditional organizations into human-centered practicesBuilding trust and alignment across diverse stakeholdersThe evolution of user research and design practicesLeading with a servant leadership approachMeasuring the impact of experience design initiativesKey InsightsHow to navigate resistance to organizational changeBuilding effective cross-functional relationshipsThe role of healthy conflict in transformationApproaches to measuring design impactBalancing different stakeholder needsAbout Doug RoerdenDoug 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 MentionedStages of UX Maturity Nielsen Norman Group: The 6 Levels of UX MaturityJared Spool: The Five Stages of UX Design MaturityExperience DesignInteraction Design Foundation: What is Design Thinking and Why Is It So Popular?What are the Five Whys? A Tool For Root Cause AnalysisLeadership & Stakeholder ManagementGoogle’s highly effective team studyTeamwork: The Five Dysfunctions of a TeamTen Characteristics of Servant LeadersConnect with Our GuestLinkedInGet in TouchHave 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 inspire personal growth and drive innovation.