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| WelcomeIntroducing the HCD Playbook for digital innovation at CCSQ, a valuable resource tailored to stakeholders at the Centers for Medicare and Medicaid Services (CMS) Center for Clinical Standards and Quality (CCSQ). This playbook offers a comprehensive guide to applying human-centered design principles in public healthcare, aligning with key principles for innovation. This playbook offers guidance on essential topics that are pivotal to fostering a thriving community and achieving success in customer research at CCSQ. Within this playbook, stakeholders will find practical guidance and tools that empower them to embrace customer-centered approaches. |
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| IMMERSEThe second phase of the HCD process, in which a research plan is developed and the team immerses themselves in the customer's experience. It's intended to generate empathy by talking to and observing your customers. | Panel |
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BackgroundThe Centers for Medicare & Medicaid Services (CMS) wants all teams working on digital projects to build consistent, responsive, and accessible experiences. According to Scott Weber, Managing Staff Designer for the CMS Design System, “A design system is a collection of reusable components both in design and in code, guided by clear documentation and standards, that can be assembled together to build web experiences and can be easily updated within products.”
Scott argues that CMS’ design system is important because it: - Allows designers and developers to create quickly and at scale.
- Allows product teams to focus on larger, more complex problems.
- It creates a unified language within and between cross-functional teams and products.
- It creates visual consistency across products, departments, and experiences.
- It can serve as a tool and reference for junior-level product team members.
Further, in a government setting like CMS governed by many isolated contracts, adherence to a design system can increase public trust while reducing taxpayer resource costs. Getting StartedWe encourage you to review the the CMS Design System resources for developers and designers and consider watching an overview presentation from Scott at our May 2022 Community of Practice event. If you need help sharing this resource with your teams or determining best practices for leveraging and contributing to the design system, please reach out to us.
For more information on the CMS Design System, please visit our Design System page click here | Panel |
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| Empathy lies at the heart of human centered design because people are at the center of human centered design. It’s about understanding. In order to have true human centered design, you need to understand the people you are designing for. |
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Field Observations with Fresh Eyes | Tom Kelley Expand |
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| IDEO's General Manager, Tom Kelley, shares a case study demonstrating value opportunities that arise when designers, innovators, and entrepreneurs see with fresh eyes. He cites his company's challenge to design a new children's toothbrush. Rather than relying on industry assumptions, his team did hands-on field research and discovered new ideas on how children actually go about brushing their teeth. Subsequently, IDEO's new take on an old product became a bestseller for their client, and caused an industry-wide re-design by other toothbrush manufacturers. (Stanford eCorner | 6/8/2011) |
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Customer Journey Maps – the Why and What of Journey Maps (2018) Expand |
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| Customer journey maps are an important tool to improve customer experience with a product, service or brand. In this video you learn how you can use customer journey maps to better understand your customer and to trigger product innovations. You learn the most important basics of customer journey mapping and get to know some of the essential details of journey maps. (More than Metrics | 12/19/2017)
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| A short description on how to conduct a user interview from by Google Ventures.
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| SYNTHESIZEThe third phase of the HCD process, in which analysis & interpretation of data occurs, and themes, insights, and customer pain points are identified. It involves sense-making by gathering available research, data, information to find themes, organizing into patterns and discovering insights. |
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| In this video, Jamal Nichols explains Mental Models, a core concept in User Centered Design. (Jamal Nichols | 3/25/17) |
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How to Make a Mind Map - The Basics? Expand |
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| This clip, provided by MacGrercy Consultants () shows you the basics of how to make a mind map. The intention is to show you the main points to get you started. Further clips with more details and examples will soon be added. (MacGrercy Consultants | 5/6/2009) |
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| IDEATEHere we explore ideas without limits. It's in the fourth phase of the HCD process, where you dream up many potential solutions, generating ideas via sketching, and co-designing with users and other stakeholders. |
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IDEO: Brainstorming and Other Ideation Techniques | David and Tom Kelley Expand |
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| David and Tom Kelley of IDEO discuss alternatives to traditional brainstorming. (Stanford Biodesign | 2/6/2016) |
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Course UX Design: 4 Ideation | Chris Nodder, LinkedIn Learning instructor Expand |
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| In this installment of UX Design Techniques, Chris Nodder explores a variety of ideation techniques. Chris explains how to brainstorm in a way that lets all members of a team, not just the designers, contribute to a product's overall direction. (Chris Nodder | Linkedin Learning) |
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| PROTOTYPEThe fifth phase of the HCD process is where we create an interactive solution that simulates how things should actually work, to elicit feedback, refine and test. Reduce your ideas to those that are desirable, feasible and viable, and make as interactive as possible so you can get feedback about the experience. |
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User Testing: Why & How Expand |
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| There is no excuse for not performing usability studies. They’re fast and cheap, and very convincing. Test with representative customers using realistic task, then be amazed by what you observe. (Jakob Nielsen, NNgroup |5/25/2018) |
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Usability Testing w. 5 Users: Design Process | Jakob Nielsen Expand |
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| Formative usability testing is best done with a small number of study participants, so that you have time and budget to test more design iterations of the user interface.
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| This clip provided by NN/g, describes how storyboards fit within the UX design process, and the steps needed to make a successful storyboard to visualize a workflow, customer journey, or user story. (Nielsen Norman Group(NN/g) | 8/19/16) |
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Low fidelity prototype testing of the Youtube website Expand |
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| The paper based prototype was created to test the initial concept and improved interface. Solutions were developed using a range of UX methodologies and techniques. (UX Playground | Jun 11, 2015) |
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| IMPLEMENTYou're not done just yet! Continue to iterate, refine and enhance based on user feedback and metrics. The last phase of the HCD process is intended to develop a solution, track metrics, manage and communicate change, and improve roll-out. |
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The New Change Management Expand |
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| Illustrations animated from Dick Axelrod's new book - Terms of Engagement. Chapter 2: The New Change Management Joe Lafferty | 9/19/2010 |
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How to Measure Usability & UX Expand |
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| This webinar will explain the advantages of the 3 most recognized methods for measuring Usability & User Experience of a product or service: SUS (System Usability Scale), Supr -- Q and UX Score. (UserZoom, 3/14/14)This webinar will explain the advantages of the 3 most recognized methods for measuring Usability & User Experience of a product or service: SUS (System Usability Scale), Supr -- Q and UX Score. (UserZoom, 3/14/14) |
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Statistical Significance in UX
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| IMPLEMENTYou're not done just yet! Continue to iterate, refine and enhance based on user feedback and metrics. The last phase of the HCD process is intended to develop a solution, track metrics, manage and communicate change, and improve roll-out. |
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| Illustrations animated from Dick Axelrod's new book - Terms of Engagement. Chapter 2: The New Change Management Joe Lafferty | 9/19/2010 |
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How to Measure Usability & UX Expand |
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| This webinar will explain the advantages of the 3 most recognized methods for measuring Usability & User Experience of a product or service: SUS (System Usability Scale), Supr -- Q and UX Score. (UserZoom, 3/14/14)This webinar will explain the advantages of the 3 most recognized methods for measuring Usability & User Experience of a product or service: SUS (System Usability Scale), Supr -- Q and UX Score. (UserZoom, 3/14/14) |
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| Illustrations animated from Dick Axelrod's new book - Terms of Engagement. Chapter 2: The New Change Management Joe Lafferty | 9/19/2010 |
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| This webinar will explain the advantages of the 3 most recognized methods for measuring Usability & User Experience of a product or service: SUS (System Usability Scale), Supr -- Q and UX Score. (UserZoom, 3/14/14)This webinar will explain the advantages of the 3 most recognized methods for measuring Usability & User Experience of a product or service: SUS (System Usability Scale), Supr -- Q and UX Score. (UserZoom, 3/14/14) |
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