Schedule

With an exciting line-up of engaging speakers and diverse topics about systems that provide healthcare in all its many forms, you will not want to miss anything! Do you have a busy day, or an upcoming deadline? We get it. That is why the Zoom event is an open-house format with sessions throughout the day and breaks in between sessions.

8:30 - 8:35  |  Welcome & Overview from the HCD CoE Team

8:35 - 8:45  |  Welcome Address from CMS

Introductory Remarks: Mark Plaugher – Acting Director, CCSQ/ISG

8:45 - 9:45  |  Keynote Presentation: Remote-Ivate: Better Collaboration in a Virtual World

[INTERACTIVE SESSION]

Presenter: Dr. Tharaka Gunarathne, MBChB 

Keynote Presentation 

Join us for an interactive, dynamic, science-based session on boosting the psychology of collaboration in Virtual Team meetings. Align on why collaboration is essential, challenging in a virtual world and can to be done better. You will understand the negative effects of poor collaboration on health, productivity and engagement and then learn actionable and practical ways to improve virtual meeting collaboration - it can be done!!

• • • How to positively adjust your position on the Competition-Collaboration Spectrum: get out of enemy, rival, neighbor and friend mode, and move to collaborator! 
    • How to avoid common biases like the Bike Shedding Bias and the Distance Bias: how to navigate the number one type of procrastination in team meetings and also skews in virtual decision-making  
    • How to use The Four D’s of meeting communications: Divulge, Discuss, Decipher, Decide - this will help keep people on the same page 

Areas of interest: Psychology, Science, Self-Help, Leadership, Cognitive Bias

9:45 - 10:00  |  Break

10:00 - 10:30  |  Unlocking Cross-Team Collaboration with Quantitative Metrics

[INTERACTIVE SESSION]

Presenters: Chantal Ramirez, PhD and Meghan Nichols

Presentation 

Join us as we delve into leveraging quantitative metrics to foster collaborative efforts in elevating user experience (UX) across digital platforms. By employing measurable criteria to assess user satisfaction and engagement, we showcase how metrics serve as a unifying language and help bridge diverse teams. The talk navigates metric selection aligned with shared goals and offers a framework for cross-team implementation. Attendees will leave equipped with strategies to strengthen collaboration and drive impactful enhancements to user experience.

Areas of interest: Quantitative Research, Data-driven, Measurement, Metrics, User Experience 

10:30 - 10:45  |  Break

10:45 - 11:15  |  Cognitive Load Workshop

[INTERACTIVE SESSION]

Presenters:  Robert Hunziker

Presentation

Join us as we explore accessible design and development practices and they ways in which they can help us build inclusive, barrier-free experiences.  Too narrow a focus can exclude people, blocking access and leading to further marginalization. In this workshop we will better understand 4 common cognitive barriers, which refer to the amount of mental effort required to complete a particular task, how these affect users, and how to avoid or solve for them using HCD. Digital accessibility sometimes focuses on specific disabilities, neglecting the broad spectrum of disabilities and experiences. Learning about cognitive loads improves understanding of the wider experience of humans.     

Areas of interest: Product, Accessibility, UX, Development, Interaction, Usability, Cognition, Testing

11:15 - 11:30  |  Break

11:30 - 12:15 | Morning Plenary Session: Connecting the Dots Towards an Emerging CMS Customer Experience

Presenters: Ariele Faber

Morning Plenary Session 

Join this pre-recorded session as Ariele Faber discusses and charts the CX strategic pathway over the past two years to successful Customer Experience across the CMS enterprise. Ariele engages in how enterprise teams and divisions have collaborated in establishing the CMS Experience Portfolio, what are the success factors for Customer Experience at CMS, while revealing the CX Delivery Actions for the future.

Areas of interest: Customer Experience, CMS Enterprise, Service Design, Strategy, Government 

12:15 - 1:00  |  Lunch Break

1:00 - 1:45  |  Afternoon Plenary Session: How Collaboration Between Policy Experts and Service Designers Can Reshape Product Development

Presenters: Rebecca Bruno and Sara Camnasio

Afternoon Plenary Session 

This session will provide the audience with specific design and messaging tools that were successful for storytelling and building trust and buy-in with business owners and users. They will come away with some key strategies for getting a product unstuck.

Areas of interest: Policy Design Thinking, Service Design, Development, UX & Research, Process 

1:45 - 2:00  |  Break

2:00 - 3:00  |  Visual Collaboration in the Lucid Suite

[INTERACTIVE SESSION]

Presenters: Matt Murphy, Bryan Stallings, Jarom Chung, and Jessica Guistolise

Panel Discussion

Join the Lucid team as they present on the Lucid Suite and how our product enables better collaboration. 

Areas of interest: Development, Technology, User Experience, Collaboration, Process

3:00 - 3:15  |  Break

3:15 - 3:55  |  Solving User Problems Outside the Product Box

Presenter: Leslie Garner Franklin & Laura King

Presentation 

In this session, we'll introduce the Service Design mindset and an overview of essential techniques. If you're using (or trying) modern product practices today, these will feel familiar, and they'll fit neatly into your existing toolbox. You'll leave with a fresh perspective on your own backlog and how to tackle the organizational silos standing between you and your next great outcome. 

Areas of interest: Service Design, Process, Development, User Experience, Customer Experience 

3:55 - 4:00  |  Closing Remarks