ISG Playbook
APIs
Attendees will experience the creative process of using personas to develop empathy for their customers and power ideation.
Understanding your customers is foundational to human-centered design (HCD). How do you create a shared understanding of your customers across a team and leverage customer research? Personas, a fictitious yet realistic representation of your target customers, can help you do just that.
During this online, three-hour training, attendees will learn the benefits of using personas to drive creativity in their roles at CMS or the HCQIS Community. They will finish the course with the skills needed to use personas to develop empathy for their customers and power ideation for product features and customer experience improvements.
All CMS CCSQ users are encouraged to obtain access to CCSQ QualityNet Atlassian and Slack to enhance collaboration. When we all use the same collaboration tools, we increase transparency across CCSQ while eliminating redundancy. Some of the benefits of using CCSQ QualityNet Atlassian and Slack include reducing meetings, reducing version control issues, cutting down on email, and ultimately connecting people with the information they need when they need it.
Get started today by accessing the *NEW* CMS User Collaboration page on Confluence, which outlines steps CMS users should take to create their HARP account and request access to CCSQ QualityNet Atlassian and Slack.
Join us on Friday, June 25, for a case study about understanding Hospital Quality Reporting (HQR) as a multifaceted service. Service design requires understanding the customer experience and how an organization’s resources (people, processes, and systems) affect the customer journey. Two critical service design tools are journey maps, which visualize a customer’s experience of a product or service from their vantage point, and service blueprints, which allow you to understand and imagine all the intricate components that make up the service.
In this joint presentation, three HQR Human-Centered Design User Research team members will share the service blueprint and user journey maps they created to understand how healthcare providers and quality improvement stakeholders experience CMS’s HQR system.