Copy of Practitioner Profile: Stephanie Ray

Practitioner Profile: Stephanie Ray

Brian Flaherty | Reading time: about 5 min

Stephanie Ray is a Management Analyst with the Division of Service and Infrastructure Fulfillment (DSIF) within CCSQ/ISG. She is responsible for the strategic oversight and management of the CCSQ/ ISG HCD Center of Excellence (CoE) which aligns with and supports ISG's goals. Additionally, Stephanie provides oversight for the HIDS HCD work, which focuses on initiatives that improve experiences for HIDS users and customers.

We sat with Stephanie and asked her about her work, HCD, and what makes her tick. 

What's a typical day for you?

Wow... It's hard to say. The consistent thing about my days is that it that they tend to be full of meetings. Most days start with a standup meeting with the HCD CoE team. Because I have oversight for two teams that support work across the enterprise, the meetings that I attend throughout the day can vary quite a bit. Overall, I am likely to be participating in meetings that focus on the HCQIS Service Center, ServiceNow, Paperwork Reduction Act (PRA) initiatives or my division's strategic focus for 2021.

How does your job promote better practice of Human-Centered Design at CMS?

I have the great honor of being a constant voice for the promotion of including HCD practices in the work that ISG does in support of CCSQ's programs. I am consistently seeking opportunities to introduce or support ideas for taking a more human-centric approach to what would otherwise be very technical solutions.

Is Human-Centered Design important? Why?

Yes, Human-Centered Design is extremely important. Its presence, or lack thereof, is noticeable in our everyday lives. Have you ever walked up to a door and you could not tell whether you should push it or pull it? I know that I have. It happens all the time. Sometimes there is a handle on the door suggesting that I should pull it open. In actuality, it should have been pushed in. Of course, I did not learn this until I tried to yank it open. This scenario is all too common but it shouldn’t be. We shouldn’t have to guess what is expected of us; it should be intuitive. This example was one of the first times that I had that 'Aha' about HCD. The benefits of it shows up in the simplest of tasks. Filling out an online form can be a horrible or a great experience depending on the level of HCD user research that was involved prior to its creation.

What do you feel makes Human-Centered Design unique?

That's an interesting question. I guess I would have to say that human-centered design is unique in the way that affects solution development. It reminds organizations to remember the humans (customers) that they are creating products and services for and to approach their solutions in an empathetic manner.

Can you provide an example of HCD methodologies being applied to a project/program that has proven more successful than otherwise would have been had HCD not been applied? 

Ok… I'm going to give, what I am sure is, an unexpected answer. I am relatively new to HCD as a formal methodology. However, I've appreciated it's principles as a consumer for as long as I can remember. How so? Well, one of the most impressive examples of HCD that always comes to mind is any visit that I’ve had to Disney World. Characters aside, the thought that they put into the customer experience is unmatched in my opinion. I can say this as someone who has enjoyed the parks and resorts both with and without children. While I may be a huge Winnie the Pooh fan, I’m an even bigger fan of exceptional customer service. I’ve read that Disney’s goal is to create a seamless user experience that keeps visitors coming back year after year. I can say that they have succeeded at achieving this goal repeatedly. I’ve visited numerous theme parks and there is a reason that people say “Nobody does it like Disney!” From their attentive cast members (staff working throughout the parks and resorts) to their exceptional park experience (line management for lines and concession stands, photo delivery, convenience packaging, etc.), Disney consistently raises the bar on creating a magical vacation experience.

What do you think are the best skills that you bring to your job?

I think that being a good, active listener is one of the most important skills that I bring to my job. Problem solving for our users starts with understanding their needs. That understanding begins with listening.

What are you happiest doing, when you’re not working?

I'm happiest when I'm hanging out at the beach with my family. We don't get to go nearly as often as I would like. In my daily life, I love to cook and sing (sometimes at the same time). I also love taking photographs of my flowers in my garden.

Among Stephanie's many talents and hobbies is photography—especially of flowers growing in her garden. 

Throughout your career, who is someone you admire, acted as a mentor, and/or changed the way you perform your job?

My late mentor and friend taught me so much about navigating the professional workplace. She encouraged me to be courageous and to not be afraid to make the tough decisions when necessary.

The best piece of advice you've ever been given is...

The first thing that comes to mind is "Sometimes, it's better to ask forgiveness than permission."

Where would we likely find you on a Sunday morning?

In my kitchen, cooking my family's Sunday morning breakfast.

If you weren't so damn good at your job, what else would you probably be doing?

A hospitality manager for an event venue.

The most important thing you learned before finishing high school was...

I was stronger than I realized. This is a lesson that I continued to learn throughout the years.

My favorite person, people, or thing(s) is...

My husband and our beautiful children are my favorite people. They are my favorite husband, daughter and son. 

If you could invent a holiday, it would definitely involve...

Serenity

Flashback to when you were 10 years old. What did you want to be when you grew up?

I believe that I wanted to be an attorney (like Clair Huxtable).

What is a cause or charity that you care about?

I have a few charities that are near and dear to my heart. If I had to pick one, I would choose the Leukemia and Lymphoma Society. Someone extremely important to me suffered from lymphoma, which ultimately led to her having Chronic Lymphocytic Leukemia.

:: THANK YOU FOR SHARING STEPHANIE! ::