Struggles and Successes on Our Way to Operationalizing HCD Research - A Case Study from QPP 

July 30, 2021

Team members from Quality Payment Program (QPP) presented a case study about their efforts to scale and streamline HCD research processes. Experience Research Lead Eva Floyd and Researcher and Designer Kiel McLaughlin from Agile Six, and HCD Researcher Christina Brandon from Huge shared their excitement, challenges, and frustrations to get set up for quality insights. User research provides a critical design strategy foundation that allows you to understand and empathize with customers to design valuable products and services. Something this important does not come easy. At times, conducting user research can feel as though it is full of barriers, but it can be easier to manage with some upfront organization.

The session included:

• Strategies to create a steady stream of research panel participants.
• The legal and ethical considerations that affect our governance process, from consent forms to handling personally identifiable information (PII).
• Tips for connecting the dots between multiple research studies using a user research repository.
• How the Customer Experience Index can help make a more holistic choice.

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