Human-Centered Design

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The HCD process at CMS is a framework for describing design thinking as a continuous improvement philosophy. While the number and naming of "steps" or "phases" may differ between frameworks, they all focus on customer empathy and engagement as a way to solve the right problem the right way.

Learn about the steps and methods used at each phase of the Human-Centered Design process. 


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Initiate Phase

INITIATE PHASE

Create a shared understanding of the problem that you're trying to solve; Who, What, Where and How




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Immerse Phase

IMMERSE PHASE

Gain empathy by talking to and observing your customers.


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Synthesize Phase

SYNTHESIZE PHASE

Sense-making by gathering available research, data, information to find themes, organizing into patterns and discovering insights.


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Ideate Phase

IDEATE PHASE

Ideas without limits.


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Prototype Phase

PROTOTYPE PHASE

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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Implement Phase

IMPLEMENT PHASE

You are not done. Continue to iterate, refine and enhance based on user feedback and metrics





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Blog

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HCD:/2020/06/08/What is Service Design: Part 2 – Journey Mapping
HCD:/2020/06/08/What is Service Design: Part 2 – Journey Mapping
more...



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Methods



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Videos