Human-Centered Design

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HCD 101 - An Introduction to HCD for CCSQ

Human-Centered Design (HCD) is the process we use to understand the people for whom we are writing policies and creating programs and services for at CMS. The successful practice of HCD means we are meeting the mission of CMS: "to ensure that the voices and needs of the populations we represent are present as the agency is developing, implementing, and evaluating its programs and policies." HCD can be applied to any type of work at CMS, including products, services, and even policy.

Following the six-step HCD process that we use at CMS, the training workshop will introduce you to HCD and reinforce knowledge with activity-based group learning.

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HCD 102 - Personas: Gain Empathy for Improved Ideation and Implementation for CCSQ

Understanding your customers is foundational to human-centered design (HCD). How do you create a shared understanding of your customers across a team and leverage customer research? Personas, a fictitious yet realistic representation of your target customers, can help you do just that.

During this online training, attendees will learn the benefits of using personas to drive creativity in their roles at CMS or the HCQIS Community. They will finish the course with the skills needed to use personas to develop empathy for their customers and power ideation for product features and customer experience improvements.

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HCD 103 - Site Analytics Training for CCSQ

Human-centered design (HCD) practices should be applied iteratively throughout a product’s development and delivery lifecycle, even after functionality has been released. When working towards continuous improvement, site analytics tools can help you gather both qualitative and quantitative usability data and make informed iterative improvements.

During this online training, attendees will learn how site analytics can help teams improve the design and functionality of product solutions. They will finish the course with the skills to use common site analytics tools to improve customer satisfaction.

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