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Continual User Participation in Human-Centered Research and Design 

Meaghan Hudak | Reading time: 4 minutes

Many of those who receive health coverage from CMS are some of the most socioeconomically vulnerable populations in the United States. Their right to high quality healthcare is heavily reliant on the ability of CMS and associated healthcare workers to provide effective support for its program beneficiaries and health providers. Ventera provides innovative solutions to continuously improve this support system by centering user feedback in its product development and improvement processes.

We learned about two custom designed and developed CMS products: HCQIS Access Roles and Profile (HARP) and Program Resource System (PRS 2.0). This case study highlights the importance of incorporating human-centered research and design throughout the entire lifecycle of product development. 

Attendees learned: 

• Continual user research with stakeholder/end-user participation in the product development lifecycle leads to relevant and timely user experience (UX) design and increased user investment towards product success,
• Flexibly shifting between having a leadership mindset and a team player mindset in a cross-functional team is key, and
• From creating a minimum viable product to adding value to an MVP, the focus of UX research often changes, but the human-centered approach does not end when each project milestone is reached.

If you missed the case study presentation, check out the transcript and recording on the CCSQ World Usability Daypage. This page also includes an archive of transcripts and recordings of speaker presentations, session materials, and event photos. For more information about the Human-Centered Design Center of Excellence, refer to the HCD CoE Confluence page.