Human-Centered Design

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Customer Empathy Through Journey Mapping

Overview

Understanding the customers’ holistic experience with CMS can help you identify both customer pain points and opportunities for improving the customer experience. Journey maps, a commonly used human-centered design (HCD) tool, create empathy by depicting the customers’ perspective as they interact with different touchpoints throughout their experience with CMS. 

Learning Objectives

During this online, four-hour training, participants will gain valuable insights into the effective use of journey maps as a human-centered design tool. Equipped with new skills, attendees will learn to create and leverage journey maps to communicate insights, foster collaboration across departments, and drive change based on the findings derived from this tool. By the end of the session, participants will be empowered to advocate for the benefits of journey mapping as a research method and decision-making tool, understand its practical applications in product development, and implement actionable tips to enhance team collaboration and ideation.  

Details

 Contact us at HCD@cms.hhs.gov for questions about the training.

Who Will Benefit?


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NEWBIE




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TECHNOLOGIST



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PROFESSIONAL



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LEADERSHIP


Achieve Your Certification

To earn a Certificate of Completion from CCSQ’s Human-Centered Design Center of Excellence, participants must complete the full duration of the training course and you will receive a dated and verified Electronic Certificate (PDF). Certificates are sent to your email within two weeks of completion. Time spent learning contributes to your continued education/training tracker and enhances your proficiency in Human-Centered Design. Upon completion of your certificate, showcase it on your resume and LinkedIn profile to demonstrate your expertise. 

Duration of learning: 4 hours / 240mins 

Earn your CCSQ HCD certification today and register for upcoming training courses.


Related Courses

Testimonials
  • "The speakers were entertaining and very knowledgeable. They made the training fun."
  • "The breakout rooms were very beneficial. It helped reinforce the concepts that were being presented."
  • "The exercises were thought-provoking and easy to apply in day-to-day work tasks."
  • "I enjoyed the activities that gave us an opportunity to pilot some of the strategies we were learning."
  • "The exercises were thought-provoking and easy to apply in day-to-day work tasks."


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