ISG Playbook
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Our Mission
The HCD CoE's Vision firmly aligns with and promotes ISG's Goals. We serve CMS by demonstrating how design thinking leads to better products and services for its customers. This human-centered approach to innovative problem solving is achieved through education, coaching, maintaining best practices, and providing resources to reduce burdens and increase customer satisfaction.
Where are we going?
The HCD Center of Excellence is helping CCSQ to achieve a new future where:
- CMS is a champion of fulfilling the charge of OMB Circular A-11 Section 280 (i.e., “Managing Customer Experience and Service Delivery”)
- CCSQ fully idealize their UX maturity goals and design thinking permeates all aspects of the organization.
- Process is in place to track the quality of user experience throughout design projects and across releases.
- Find ways to measure the ROI of UX and how it is maps to the organization's mission. (Cost Reduction, Cost Savings, Modernization.)
- Design thinking is applied in the broadest perspective possible to drive consistent customer experience.
- UX processes are connected and integrated with other organization processes that enable individuals to work together to create the user experience of the product(s) and service(s).
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