Versions Compared
Key
- This line was added.
- This line was removed.
- Formatting was changed.
Date
June 25, 2021
Attendees
Topic
Struggles and Successes on Our Way to Operationalizing HCD Research - A Case Study from QPP
Image Removed
Image Added
Program
Struggles and Successes on Our Way to Operationalizing HCD Research - A Case Study from QPP
User research provides a critical design strategy foundation that allows you to understand and empathize with customers to design valuable products and services. Something this important does not come easy. At times, conducting user research can feel as though it is full of barriers, but it can be easier to manage with some upfront organization.
Join us for a case study of how the recently centralized The Quality Payment Program’s (QPP) human-centered design team learned to be effective by scaling and streamlining presented a case study about their efforts to scale and streamline the research processes. Highlights will include lessons learned when setting up a user research panel in Salesforce, creating a research repository in EnjoyHQ, and measuring the experience with a modified version of Forester’s Customer Experience Index. Experience Experience Research Lead Eva Floyd and Researcher and Designer Kiel McLaughlin from Agile Six, and HCD Researcher Christina Brandon from Huge will share shared their excitement, challenges, and frustrations to get it all set up for quality insights.
The session will includeincluded:
- Strategies to create a steady stream of research panel participants.
- The legal and ethical considerations that affect our governance process, from consent forms to handling personally identifiable information (PII).
- Tips for connecting the dots between multiple research studies using a user research repository.
- How the Customer Experience Index can help make a more holistic choice.
Resources
- Recording
- Slide Deck deck - Handout
- Service Blueprint
- Quality Improvement Journey Map
- Data Submissions Journey Map
- Security and Access Journey Map
- handout
- QPP's research repository: EnjoyHQ
What's Next
- The next community of practice is Friday, July 30 August 27 at 1 PM ET : Struggles and Success on Our Way to Operationalizing HCD Research for the Quality Payment Program(topic to be announced).
- CCSQ World Usability Day - Save the Date: Wednesday, November 20, 2021.
The HCD CoE recently launched a newsletter: embedded: empowering innovation through human-centric strategies and solutions. Read the Empathy issue now.
- Please tell us about your experience with the HCD CoP by completing a brief survey: https://forms.office.com/Pages/ResponsePage.aspx?id=0I9lsYan-kq_nul-3blymHLpvBx3yxtOsMM-JSSd3ytUNTAyNjFEMkNSMVZTWDlRMVkzVjRSTUtETS4uShare your perspectives and knowledge with the HCD Community of Practice: https://forms.office.com/Pages/ResponsePage.aspx?id=0I9lsYan-kq_nul-3blymHLpvBx3yxtOsMM-JSSd3ytUOVY4REJSWk9NVko3RlFHRTJTRDIwQVJCTC4u