Kickoff

Roni Garland-Wynegar, Acting Director of the Division of User Experience and Support Services (DUXSS) with CMS, welcomes attendees and

speaks to how integral trust is to what we do every day in creating and maintaining a positive customer experience.

Navigating the Complexity of Trust  

Carol J. Smith, Sr. Research Scientist in Human-Machine Interaction for the AI Division of Carnegie Mellon University's Software Engineering

Institute, starts off the day by provoking attendees to think about what trust really is. 

Customer Engagements Using Human-Centered Design

Morgan Taylor, Technical Advisor for the Customer-Focused Research Group for CMS, provides an overview of the Customer Focused Research

Group's human-centered design work. 

Giveaways

The wheel of names is spun and the winner is announced for several prizes throughout the day.

Accessible Insights: Democratizing User Research with Jira and Confluence 

Lesley Humphreys, Human-Centered Design Lead with Bellese Technologies, and Fan Huang, Senior Researcher for Ad Hoc, LLC, detail how to

create a research repository using Confluence and Jira. 

In What We Trust?

Cupid Chan, Co-founder and CEO of Pistevo Decision, discusses the opportunities and risks of new technology available to us and in what we

should place our trust.

Eroding and Rebuilding Trust: What We Can Learn from Dark Patterns and Selfish Design

Rob Fay, Lead Design Strategist with Tantus Technologies, moderates a panel discussion on bad design that we interact with regularly and how

empathy-driven design can help build trust. Panelists include Kati Driscoll, UX Researcher and Designer with Bellese Technologies, Danita Patel,

Human-Centered Design Analyst with Ventech Solutions, Antione RJ Wright, Founder of Avanceé, and Chelsea Hunt, Senior Human-Centered

Design Strategist with Tantus Technologies.

World Usability Day 2021 Playlist

The trust-themed playlist provides entertainment during breaks.

Losing Patients: Trust, Compliance, and the Patient Journey

Hunter Whitney, Principal Human-Centered Design Strategist at eSimplicity, and Mehlika Toy, Ph.D., Epidemiologist and Instructor at Stanford

University, School of Medicine, present a case study on hepatitis B patients and discuss patient-centered tools to better understand non-

compliance from the patient perspective. 

Your Chart is a Bigot: Ethical Data Visualization in Public Health 

Edward O’Connor, Health Division Director at ManTech International, points out common ethical issues in data visualizations and describes how

to correct or mitigate them.

Content Strategy: Building Trust Through Thoughtful Communication 

Julie Stromberg, Sr. Content Strategist for Fearless, explains how agile teams can benefit from HCD content strategy.

Wrapping Things Up 

Rob Fay (Tantus Technologies) closes out the day by thanking the speakers and attendees.