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Human-Centered Design (HCD) is a required core competency for the future of CMS. It places the needs of our customers at the heart of decision-making, allowing us to deliver meaningful solutions quickly.

Although the Human-Centered Design Center of Excellence (CoE) primarily focuses on strategy services,  they also provide operational support for ISG teams in need of HCD resources, while working to advance their HCD maturity. Our team of Senior Human-Centered Design Strategists have a wide range of tactical specialties in the fields of research and design:

Research

Research is a cornerstone to HCD and involves connecting directly with the customer to evaluate and construct an experience, service, or even policy.  Research methods and activities inform the business about their customers / users needs and goals and the usability of its information systems and business processes. Some common research methods include surveys, interviews, card sorting, and usability testing.

Design

Design leverages research to lay the groundwork for a visual representation of an experience, service, or policy. Design methods and activities create solutions that ensure information systems meet the needs and goals of target end users

Some common design methods include information architecture, prototyping, visual design, and instructional design.

If you’re interested in partnering with the HCD team, please send an email to: HCD@cms.hhs.gov