Learn about the steps and methods used at each phase of the Human-Centered Design process. Select the links within the columns below to view the What, Why, When, and How to use each method along with any templates or additional resources within the step
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Kick off project, define problem and scope, identify SMEs andreview existing data.
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<a href="javascript:void(0);" aria-owns="initiate" aria-haspopup="true" class="aui-button aui-dropdown2-trigger aui-style-default">INITIATE</a></p>
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<li><a href="https://qnetconfluence.cms.gov/display/HCD/HCD+Process%3A+Initiate">Initiate Overview</a></li>
<li><a href="https://qnetconfluence.cms.gov/display/HCD/Analysis%20and%20Synthesis">Analysis & Synthesis</a></li>
<li><a href="https://qnetconfluence.cms.gov/display/HCD/Bodystorming">Bodystorming</a></li>
<li><a href="https://qnetconfluence.cms.gov/display/HCD/Empathy+Maps">Empathy Maps</a></li>
<li><a href="https://qnetconfluence.cms.gov/display/HCD/How+Might+We">How Might We...?</a></li>
<li><a href="https://qnetconfluence.cms.gov/display/HCD/Problem+Statement">Problem Statement</a></li>
<li><a href="https://qnetconfluence.cms.gov/display/HCD/Project+Design+Brief">Project / Design Brief</a></li>
<li><a href="https://qnetconfluence.cms.gov/display/HCD/Project+Kickoff+Meeting">Project Kickoff Meeting</a></li>
<li><a href="https://qnetconfluence.cms.gov/display/HCD/Requirements+Gathering">Requirements Gathering</a></li>
<li><a href="https://qnetconfluence.cms.gov/display/HCD/Stakeholder+Interviews">Stakeholder Interviews</a></li>
<li><a href="https://qnetconfluence.cms.gov/display/HCD/Stakeholder+Mapping">Stakeholder Mapping</a></li>
<li><a href="https://qnetconfluence.cms.gov/display/HCD/Storyboard">Storyboard</a></li>
<li><a href="https://qnetconfluence.cms.gov/display/HCD/User+Stories">User Stories</a></li>
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Observe and document where your users' problems exist via interviews and immersion.
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<a href="javascript:void(0);" aria-owns="immerse" aria-haspopup="true" class="aui-button aui-dropdown2-trigger aui-style-default">IMMERSE</a></p>
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<li><a href="https://qnetconfluence.cms.gov/display/HCD/HCD+Process%3A+Immerse">Immerse Overview</a></li>
<li><a href="https://qnetconfluence.cms.gov/display/HCD/Cognitive+Mapping">Cognitive Mapping</a></li>
<li><a href="https://qnetconfluence.cms.gov/display/HCD/Contextual+Inquiry">Contextual Inquiry</a></li>
<li><a href="https://qnetconfluence.cms.gov/display/HCD/Customer+Journey+Maps">Customer Journey Maps</a></li>
<li><a href="https://qnetconfluence.cms.gov/display/HCD/Design+Studios">Design Studios</a></li>
<li><a href="https://qnetconfluence.cms.gov/display/HCD/Desirability+Testing">Desirability Testing</a></li>
<li><a href="https://qnetconfluence.cms.gov/display/HCD/Diary+Studies">Diary Studies</a></li>
<li><a href="https://qnetconfluence.cms.gov/display/HCD/Empathy+Map">Empathy Map</a></li>
<li><a href="https://qnetconfluence.cms.gov/display/HCD/Ethnographic+Research">Ethnographic Research</a></li>
<li><a href="https://qnetconfluence.cms.gov/display/HCD/Focus+Groups">Focus Groups</a></li>
<li><a href="https://qnetconfluence.cms.gov/display/HCD/Interviews">Interviews</a></li>
<li><a href="https://qnetconfluence.cms.gov/display/HCD/Participatory+Design">Participatory Design</a></li>
<li><a href="https://qnetconfluence.cms.gov/display/HCD/Personas">Personas</a></li>
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Analyze your research to find themes, patterns and insights.
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<a href="javascript:void(0);" aria-owns="synthesize" aria-haspopup="true" class="aui-button aui-dropdown2-trigger aui-style-default">SYNTHESIZE</a></p>
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<li><a href="https://qnetconfluence.cms.gov/display/HCD/HCD+Process%3A+Synthesize">Synthesize Overview</a></li>
<li><a href="https://qnetconfluence.cms.gov/display/HCD/Affinity+Diagram">Affinity Diagramming</a></li>
<li><a href="https://qnetconfluence.cms.gov/display/HCD/Card+Sorting">Card Sorting</a></li>
<li><a href="https://qnetconfluence.cms.gov/display/HCD/Comparative+Analysis">Comparative Analysis</a></li>
<li><a href="https://qnetconfluence.cms.gov/display/HCD/Content+Audit">Content Audit</a></li>
<li><a href="https://qnetconfluence.cms.gov/display/HCD/Data+Visualization">Data Visualization</a></li>
<li><a href="https://qnetconfluence.cms.gov/display/HCD/Empathy+Maps+again">Empathy Map</a></li>
<li><a href="https://qnetconfluence.cms.gov/display/HCD/Journey+Mapping">Journey Mapping</a></li>
<li><a href="https://qnetconfluence.cms.gov/display/HCD/Mental+Modeling">Mental Modeling</a></li>
<li><a href="https://qnetconfluence.cms.gov/display/HCD/Mind-mapping">Mind-mapping</a></li>
<li><a href="https://qnetconfluence.cms.gov/display/HCD/Proto+Personas">Proto Personas</a></li>
<li><a href="https://qnetconfluence.cms.gov/display/HCD/Top+Task+Analysis">Top Task Analysis</a></li>
<li><a href="https://qnetconfluence.cms.gov/display/HCD/User+Stories+again">User Stories</a></li>
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Brainstorm potential solutions,co-design with users, identify ideas to test.
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<a href="javascript:void(0);" aria-owns="ideate" aria-haspopup="true" class="aui-button aui-dropdown2-trigger aui-style-default">IDEATE</a></p>
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<li><a href="https://qnetconfluence.cms.gov/display/HCD/HCD+Process%3A+Ideate">Ideate Overview</a></li>
<li><a href="https://qnetconfluence.cms.gov/display/HCD/Brainstorming">Brainstorming</a></li>
<li><a href="https://qnetconfluence.cms.gov/display/HCD/Brain-writing">Brain-Writing</a></li>
<li><a href="https://qnetconfluence.cms.gov/display/HCD/Collaborative+Sketching">Collaborative Sketching</a></li>
<li><a href="https://qnetconfluence.cms.gov/display/HCD/Design+a+Superhero">Design a Superhero</a></li>
<li><a href="https://qnetconfluence.cms.gov/display/HCD/Forced+Connections">Forced Connections</a></li>
<li><a href="https://qnetconfluence.cms.gov/display/HCD/Mash-up">Mash-up</a></li>
<li><a href="https://qnetconfluence.cms.gov/display/HCD/Questioning+Assumptions">Questioning Assumptions</a></li>
<li><a href="https://qnetconfluence.cms.gov/display/HCD/SCAMPER">S.C.A.M.P.E.R.</a></li>
<li><a href="https://qnetconfluence.cms.gov/display/HCD/Six+Thinking+Hats">Six Thinking Hats</a></li>
<li><a href="https://qnetconfluence.cms.gov/display/HCD/Storyboarding">Storyboarding</a></li>
<li><a href="https://qnetconfluence.cms.gov/display/HCD/Wishing">Wishing</a></li>
<li><a href="https://qnetconfluence.cms.gov/display/HCD/Zero+Draft">Zero Draft</a></li>
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Create storyboards or low-fidelity solutions to elicit feedback; refine and iterate.
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<a href="javascript:void(0)" aria-owns="prototype" aria-haspopup="true" class="aui-button aui-dropdown2-trigger aui-style-default">PROTOTYPE</a></p>
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<li><a href="https://qnetconfluence.cms.gov/display/HCD/HCD+Process%3A+Prototype">Prototype Overview</a></li>
<li><a href="https://qnetconfluence.cms.gov/display/HCD/Cognitive+Walkthrough">Cognitive Walkthrough</a></li>
<li><a href="https://qnetconfluence.cms.gov/display/HCD/Interactive+Prototype">Interactive Prototype</a></li>
<li><a href="https://qnetconfluence.cms.gov/display/HCD/Paper+Prototype">Paper Prototype</a></li>
<li><a href="https://qnetconfluence.cms.gov/display/HCD/Product+Prototype">Product Prototype</a></li>
<li><a href="https://qnetconfluence.cms.gov/display/HCD/Role+Playing">Role Playing</a></li>
<li><a href="https://qnetconfluence.cms.gov/display/HCD/Service+Prototype">Service Prototype</a></li>
<li><a href="https://qnetconfluence.cms.gov/display/HCD/Sketch">Sketch</a></li>
<li><a href="https://qnetconfluence.cms.gov/display/HCD/Storyboarding+Flow">Storyboarding Flow</a></li>
<li><a href="https://qnetconfluence.cms.gov/display/HCD/Tree+Testing">Tree Testing</a></li>
<li><a href="https://qnetconfluence.cms.gov/display/HCD/Usability+Testing">Usability Testing</a></li>
<li><a href="https://qnetconfluence.cms.gov/display/HCD/Wireframing">Wireframing</a></li>
<li><a href="https://qnetconfluence.cms.gov/display/HCD/Wizard+of+Oz+Prototype">Wizard of Oz Prototype</a></li>
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Pilot a solution; track metrics, manage and communicate change, and improve for roll-out.
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Methods
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HCD is a creative approach to problem solving via a repeatable process. Think of these methods as a guide for your HCD journey, ensuring you are putting people first when solving difficult business problems. |
Enterprise Personas
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A Persona is a fictitious chcing a segment of real-world people impacted by your product, service or policy. It is based on information gathered via research, both qualitative and quantitative. A persona relays an individual’s needs and goals, defining the crux of who they are. The HCD CoE offers QualityNet (QNet) enterprise personas for teams to leverage so they can make informed decisions that impact their target customers. |
Recommended Reading
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What is the HCD CoE team reading? Get more information about the following resources:
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Videos
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View short videos to learn about the methods used at each phase of the Human-Centered Design process as well as an introduction to design thinking. |