IT has always taken human factors into consideration to some extent, as there’s generally a human impacted by, and responsible for, the technologies we create and maintain. In recent years this has crystallized into disciplines like human centered design (HCD) and customer experience (CX). While this progress has been impressive, in some cases it’s still perceived as window dressing or costly fluff. At the end of the day, we ignore or delay human factors at our own peril. With program management having matured, the grand technology failures of years past are far less likely than an even greater peril: the project that’s completed on time, and on budget, that no one actually uses or benefits from.