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Schedule
With an exciting line-up of engaging speakers and diverse topics about systems that provide healthcare in all its many forms, you will not want to miss anything! Do you have a busy day, or an upcoming deadline? We get it. That is why the Zoom event is an open-house format with sessions throughout the day and breaks in between sessions.
8:30 - 8:35 | Welcome & Overview from the HCD CoE Team
8:35 - 8:45 | Welcome Address from CMS
Introductory Remarks: Mark Plaugher – Acting Director, CCSQ/ISG
8:45 - 9:45 | Keynote Presentation: Remote-Ivate: Better Collaboration in a Virtual World
[INTERACTIVE SESSION]
Presenter: Dr. Tharaka Gunarathne, MBChB
Keynote Presentation
Join us for an interactive, dynamic, science-based session on boosting the psychology of collaboration in Virtual Team meetings.Align on why collaboration is essential, challenging in a virtual world and can to be done better. You will understand the negative effects of poor collaboration on health, productivity and engagement and then learn actionable and practical ways to improve virtual meeting collaboration - it can be done!!
- How to positively adjust your position on the Competition-Collaboration Spectrum: get out of enemy, rival, neighbor and friend mode, and move to collaborator!
- How to avoid common biases like the Bike Shedding Bias and the Distance Bias: how to navigate the number one type of procrastination in team meetings and also skews in virtual decision-making
- How to use The Four D’s of meeting communications: Divulge, Discuss, Decipher, Decide - this will help keep people on the same page
Areas of interest: Psychology, Science, Self-Help, Leadership, Cognitive Bias
9:45 - 10:00 | Break
10:00 - 10:30 | Unlocking Cross-Team Collaboration with Quantitative Metrics
[INTERACTIVE SESSION]
Presenters: Chantal Ramirez, PhD and Meghan Nichols
Presentation
Join us as we delve into leveraging quantitative metrics to foster collaborative efforts in elevating user experience (UX) across digital platforms. By employing measurable criteria to assess user satisfaction and engagement, we showcase how metrics serve as a unifying language and help bridge diverse teams. The talk navigates metric selection aligned with shared goals and offers a framework for cross-team implementation. Attendees will leave equipped with strategies to strengthen collaboration and drive impactful enhancements to user experience.
Areas of interest: Quantitative Research, Data-driven, Measurement, Metrics, User Experience
10:30 - 10:45 | Break
10:45 - 11:15 | Cognitive Load Workshop
[INTERACTIVE SESSION]
Presenters: Robert Hunziker
Presentation
Join us as we explore accessible design and development practices and they ways in which they can help us build inclusive, barrier-free experiences. Too narrow a focus can exclude people, blocking access and leading to further marginalization. In this workshop we will better understand 4 common cognitive barriers, which refer to the amount of mental effort required to complete a particular task, how these affect users, and how to avoid or solve for them using HCD. Digital accessibility sometimes focuses on specific disabilities, neglecting the broad spectrum of disabilities and experiences. Learning about cognitive loads improves understanding of the wider experience of humans.
Areas of interest: Product, Accessibility, UX, Development, Interaction, Usability, Cognition, Testing
11:15 - 11:30 | Break
11:30 - 12:15 | Morning Plenary Session: Connecting the Dots Towards an Emerging CMS Customer Experience
Presenters: Ariele Faber
Morning Plenary Session
Join this pre-recorded session as Ariele Faber discusses and charts the CX strategic pathway over the past two years to successful Customer Experience across the CMS enterprise. Ariele engages in how enterprise teams and divisions have collaborated in establishing the CMS Experience Portfolio, what are the success factors for Customer Experience at CMS, while revealing the CX Delivery Actions for the future.
Areas of interest: Customer Experience, CMS Enterprise, Service Design, Strategy, Government
12:15 - 1:00 | Lunch Break
1:00 - 1:45 | Afternoon Plenary Session: How Collaboration Between Policy Experts and Service Designers Can Reshape Product Development
Presenters: Rebecca Bruno and Sara Camnasio
Afternoon Plenary Session
This session will provide the audience with specific design and messaging tools that were successful for storytelling and building trust and buy-in with business owners and users. They will come away with some key strategies for getting a product unstuck.
Areas of interest: Policy Design Thinking, Service Design, Development, UX & Research, Process
1:45 - 2:00 | Break
2:00 - 3:00 | Visual Collaboration in the Lucid Suite
[INTERACTIVE SESSION]
Presenters: Matt Murphy, Bryan Stallings, Jarom Chung, and Jessica Guistolise
Panel Discussion
Join the Lucid team as they present on the Lucid Suite and how our product enables better collaboration.
Areas of interest: Development, Technology, User Experience, Collaboration, Process
3:00 - 3:15 | Break
3:15 - 3:55 | Solving User Problems Outside the Product Box
Presenter: Leslie Garner Franklin & Laura King
Presentation
In this session, we'll introduce the Service Design mindset and an overview of essential techniques. If you're using (or trying) modern product practices today, these will feel familiar, and they'll fit neatly into your existing toolbox. You'll leave with a fresh perspective on your own backlog and how to tackle the organizational silos standing between you and your next great outcome.
Areas of interest: Service Design, Process, Development, User Experience, Customer Experience
3:55 - 4:00 | Closing Remarks
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Thanks to all of the 2022 attendees and speakers. View the session materials now. |
Session recordings and presentation slides are posted below for all of the sessions in case you were not able to attend a session, or would like to watch it again. Note: speaker presentation slides are provided as an Adobe Acrobat PDF document and not yet 508 compliant.
Feel free to listen to ourhealth-themed playlist while you read through the presentations.Keynote Presentation: A User-Driven Perspective on the Healthcare Experience
Presenter: Marty Gage
Keynote Presentation
Join us to learn how patients define the ideal healthcare experience, and how to focus on a user-driven definition of healthcare usability.
Areas of interest: process, research, user experience
Session Materials:
Slides: WUD2022_Gage.pdf
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Whenever we conduct user research in health care, the same pain points consistently emerge. The experience tends to be overwhelming, confusing, frustrating, and stressful. This is because it’s hard to understand, and the process of getting care is often inefficient — health care has usability issues. Ideally, people want to feel in control. They desire health care that is straightforward and easy to understand, and want this care to be delivered through a convenient process. This presentation will share learnings of how patients define the ideal health care experience and focus on a user-driven definition of health care usability. Attendees will learn how:
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(S)hameful, (D)epressed, (H)opeless – Did someone just say SDH?
Presenters: Cupid Chan
Presentation
Join us to learn how a Human-Centered Design (HCD) approach can help Health Equity and Social Determinant of Health (SDH) based on a National Institutes of Health (NIH) Small Business Innovation Research (SBIR) awarded project.
Areas of interest: government, leadership, policy, strategy
Session Materials:
Slides: WUD2022_Chan.pdf
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In 2022, Advance Equity became the first pillar of the Centers for Medicare & Medicaid Services (CMS) Strategic Plan. This strategy aims to advance health equity by addressing the health disparities that underlie our health system. This is accomplished through stakeholder engagement and incorporating the Advance Equity pillar into the core functions of CMS. SDH is one of the key aspects that aligns with the Biden-Harris Administration’s commitment in this area. A strong body of evidence demonstrates that addressing SDH within health care systems advances outcomes such as cancer treatment adherence. To achieve this, we need to collect SDH data, however, the traditional approach is not the most effective. This session will share how an HCD approach can help Health Equity and SDH based on an NIH SBIR awarded project. Attendees will learn:
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An Ounce of Prevention: How Predictable Disasters Redefine Quality Healthcare
Presenter: Elizabeth Goodman andKristine NixonCase Study
This case study will overview how predictable disasters redefine quality health care and how Medicare can reimagine services and models to better serve their population.
Areas of interest: government, research, strategy
Session Materials:
Slides: WUD2022_Goodman_Nixon.pdf
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Disasters such as wildfires and heat waves have well-understood health consequences. Historically, the U.S. has defined “quality care” during and after disasters as fast response. However, climate changes are turning previously uncommon events, such as massive wildfires, into annual tragedies. Attendees will learn:
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Morning Plenary Session: Lessons from the Medical World: Osteopathic Medicine and Human-Centered Design
Presenters: Tyler Cymet, D.O. and Francisco Ward, D.O.
Morning Plenary Session
Tyler Cymet, D.O, and Francisco Ward, D.O. will explore the connection between the body and the creation of tools that make life easier and more comfortable for the community.
Areas of interest: product, research, technology
Session Materials:
Slides: WUD2022_Cymet_Ward.pdf
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Humans have 204 bones and 360 joints that work together following two basic methods of movement. Understanding how and why the body moves is critical to creating effective tools. The connections between the nervous system, the musculoskeletal system, and our world can be used to effectively introduce new tools that make life easier and more comfortable for the community. During this session, we'll discuss how a holistic approach to patient care led to the evolution of a tool to monitor joint motion and how data acquisition impacts our ability to move comfortably. Attendees will:
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Digital Public Health at the Scale of Government: Little Nudges Result in Big Usability Ripples for the Public
Moderator: Mathias Rechtzigel
Panelists: Aayat Ali and Melissa Eggleston
Panel Discussion
Mathias Rechtzigel with Digital Service at the Centers for Medicare & Medicaid Services (CMS) will be joined by several members of his team for a panel discussion on their work related to cross-agency Behavioral Health initiatives within CMS.
Areas of interest: government, policy, strategy, technology and user experience
Session Materials:
Slides: WUD2022_Rechtzigel_Ali_Eggleston.pdf
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This panel will include four designers from Digital Service at CMS, an organization that supports over 181 million people living in America in getting the health care (and insurance) they need. Ensuring that the design of our social safety nets include Human-Centered Design (HCD) at their core, this often means doing small but meaningful things that set up later work to be more equitable and sustainable. Join us as we discuss approaching government public health projects as a Digital Service team, working on cross-agency initiatives that increase access to mental health and/or substance use disorder treatment, advocating for HCD and trauma-informed user research with our partners, and creating the capacity within the government to include those with disabilities in our research. Attendees will:
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Plain Talk: Do People Get What We're Saying?
Presenters: Rick Allen
Presentation
Learn how to effectively communicate health information to diverse audiences using plain language.
Areas of interest: product and user experience
Session Materials:
Slides: WUD2022_Allen.pdf
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Communication is hard. Communicating health information to diverse audiences with low health literacy is particularly hard—and has high stakes. Attendees will learn:
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Afternoon Plenary Session: KindnessRX: A Novel Community Gratitude-Based Approach to Increasing COVID-19 Vaccination Rates and Improving Culture
Presenter: Crystal Morse
Afternoon Plenary Session
Join us to learn how the KindnessRX campaign generated a positive culture change and increased COVID-19 vaccination rates.
Areas of interest: leadership, policy and strategy
Session Materials:
Slides: WUD2022_Morse.pdf
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The KindnessRX campaign studied the power of human kindness to combat caregiver burnout and increase COVID-19 vaccination uptake. Highlighting those who made an impact within their organization, the campaign took aim at a softer approach towards vaccination promotion, avoiding words such as “mandatory” and “required.” Rather, the campaign focused on gratitude, kindness and taking care of one another. Comments and feedback proved that human kindness generated a positive culture change, expressing gratitude and kindness that helped healthcare workers build personal connections while promoting safety and workforce engagement. Attendees will learn how:
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Continual User Participation in Human-Centered Research and Design
Presenters: Shelagh Cully, Mana Hayashi and Hyorim Park
Case Study
This case study will present two custom designed and developed Centers for Medicare and Medicaid Services (CMS) products, and highlight the importance of incorporating human-centered research and design throughout the product development lifecycle.
Areas of interest: design, product and research
Session Materials:
Slides: WUD2022_Cully_Hayashi_Park.pdf
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Many of those who receive health coverage from CMS are some of the most socioeconomically vulnerable populations in the United States. Their right to high quality healthcare is heavily reliant on the ability of CMS and associated healthcare workers to provide effective support for its program beneficiaries and health providers. Ventera provides innovative solutions to continuously improve this support system by centering user feedback in its product development and improvement processes. Join us to learn about two custom designed and developed CMS products: HCQIS Access Roles and Profile (HARP) and Program Resource System (PRS 2.0). This case study highlights the importance of incorporating human-centered research and design throughout the entire lifecycle of product development. Attendees will understand how:
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Zero Trust 101
Presenters: Karlene Stecchi
Presentation
Karlene Stecchi from Tantus Technologies will explore Zero Trust compliance and its potential implications for customer experience in health care settings.
Areas of interest: compliance, government, policy and technology
Session Materials:
Slides: WUD2022_Stecchi.pdf
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Executive Order 14028 requires federal civilian agencies to establish plans to drive the adoption of Zero Trust Architecture. But what is Zero Trust and what does it mean to be fully compliant? This session will explore what Zero Trust really means and its potential implications for customer experience in health care settings. Attendees will learn about:
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