ISG Playbook
APIsPROGRAM SCHEDULE
TIME | TOPIC | PRESENTERS |
10:00 AM | Welcome | Rob Fay, Human Centered Design Strategy Lead, PM3 |
10:05 AM | ISG and Usability | Adam Heller, Division of Services and Infrastructure Fulfillment (DSIF), CMS |
10:15 AM | Human-Centered Design: What’s Going on at CMS? The talk will include discussion related to:
| Kayenda Johnson, Human-Centered Design Specialist, CMS |
10:45 AM | Case Study: How QPP Iterates and Designs With Participants It’s easy to create a website from the inside out and end up with a result that makes more sense to CMS employees than it does for its intended end users. However, designing the QPP site for and with program participants allowed us to create one that works for them. We'll discuss some ways that we've worked with participants to gain insights and how participants can participate in the future. |
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11:15 AM | Break | Enjoy snacks and view the UX Wall of Fame |
11:30 AM | Flexibly Imperfect: A Panel on Future-Proofing Technology, Mental Models and Services within Civic Tech HCD practitioners partner with CMS to share their insights into the challenges, success stories, and opportunities in modernizing legacy health IT systems, and discuss whether improving government services today can preempt technological challenges for the communities of tomorrow. | Moderator Panel
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12:30 PM | Untangling Wicked Problems Using Human-Centered Design: Best Practices from the HHS Office of the Chief Technology Officer HCD is a valuable approach for validating problems and designing government policies, programs, and services that meet the needs of the people we serve. The Office of the Chief Technology Officer’s IDEA Lab and Business Optimization programs have championed the application of human-centered design for improving the way HHS delivers its mission. Hear lessons learned on applying human-centered design in government, including stories from the HHS Ignite Accelerator and from the Indian Health Service Health IT Modernization project. |
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1:00 PM | Event concludes | Rob Fay, HCD Lead - HCD Center of Excellence, ISG (Tantus) |
SPEAKERS AND PANELISTS
| Margeaux Akazawa, Director, Internal Innovation Programs, Health and Human Services (HHS) | Margeaux Akazawa, MPH leads internal innovation programs within the Office of the Chief Technology Officer (CTO) at HHS. In this role, she works to build a culture of innovation within the Department by empowering HHS staff with the tools and skills to nimbly and creatively address mission critical challenges. Before joining CTO, Margeaux worked in the Office of the National Coordinator for Health IT (ONC), where she advanced patient’s access to their electronic health information and led Health IT strategies to address the opioid epidemic. Margeaux has extensive experience in design thinking and has facilitated a number of workshops to help partners creatively solve pressing problems, including the National Academies of Sciences, Engineering, and Medicine and the General Services Administration. Margeaux holds a Masters of Public Health from Emory University and a BA in Anthropology from UC Berkeley. |
| Nichole Carelock, Principal Researcher, HQR (AdHoc LLC) | (Information coming soon) |
| Kristen Carlson, Project Manager, QPP (HUGE) | Kristen is an experienced Project Manager with a demonstrated history of working in the information technology and design industry. Over the past six years, Kristen has worked with clients such as Pilot Flying J, DowDupont, Corteva, Cambridge Associates, Bed Bath and Beyond, Travelers Insurance, and CMS. Prior to Huge, Kristen was a Project Manager with SapientRazorfish. At Huge, Kristen is a project manager and over the past year has managed the design and research teams on products within QPP such as Analytics and Reporting, Web Interface, and is now the project manager for the QPP HCD contract. She is skilled in project management, agile software development and is passionate about delivering projects with a mission driven purpose. Kristen holds a Bachelor of Science degree in Biological Sciences from Virginia Tech. |
Shane Close, Human-Centered Design Lead, iQIES (Ventera) | (Information coming soon) |
Adam Heller, Director, Division of Services and Infrastructure Fulfillment (DSIF), Centers for Medicare & Medicaid Services (CMS) | (Information coming soon) |
Kayenda Johnson, Human-Centered Design Specialist, Centers for Medicare & Medicaid Services (CMS) | (Information coming soon) |
| Maia Z. Laing, Senior Business Consultant, Health and Human Services (HHS) | In her role, Maia identifies innovative solutions to complex challenges within HHS. Prior to joining the Office of the CTO, Maia worked for the Center for Medicare and Medicaid Services on an enterprise effort to implement a process improvement mindset across the center. Maia holds a deep passion for improving health outcomes for underserved populations and has worked on projects in both federal government and non-profit settings; including U.S. News and World Report top 10 ranked Brigham and Women’s Hospital in Boston, MA. |
| Lesley Ropp, Senior UX Professional, QPP (HUGE) | Lesley is a senior UX professional whose background flexes across a variety of skill sets including user experience, audience research and testing, IA, content strategy and design. Her experience spans more than a decade, across an extensive client roster including Stantec, Turner Broadcasting, Fiserv Financial Technology Service, Mohawk Flooring, Lowes, Pulte Homes, JCPenny, Bed Bath & Beyond, and Levi’s. While on QPP, Lesley has led the UX & Design efforts for Submission/Feedback as well as Analytics/Reporting. She is now the Lead Experience Designer for the QPP HCD contract. Lesley holds a Bachelors of Science (BS) degrees focused in Information Technology, with an emphasis in Human Centered Design from Juniata College. |
| Eric Smallwood, Human-Centered Design Lead, HQR (Bellese Technologies) | A Human Centered Design Lead with 15+ years of experience in UX, software development, multimedia, collaborative arts research, and educational outreach. His collaborations include partners such as the Center for Medicare & Medicaid Services (CMS), the Baltimore Museum of Art, the National Science Foundation, and NASA. Eric holds an M.F.A in Imaging and Digital Art from the University of Maryland Baltimore County, is a 2014 Maryland Innovation Initiative Award recipient, as well a 2019 CMS honors award recipient for his work on the Hospital Quality Reporting program. |
Jordan Watts, User Experience Design Director (Fearless Solutions) | (Information coming soon) |
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Questions? Send us an email to hcd@hcqis.org. |
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