This is why human-centered design (HCD) must be at the heart of the HR 2.0 initiative. HR 2.0 is built around a commercial off-the-shelf (COTS) product operating on an aggressive implementation timeline. The HR 2.0 initiative builds on this history. However, unlike previous efforts focused on standards or pilots, HR 2.0 will embed design choices into a governmentwide COTS platform. If HR 2.0 delivers a seamless, responsive experience, it can subtly, but powerfully, reset expectations across government.