(EXAMPLE) We used our HCD process to structure our research and design activities. This process continuously evaluates the user experience and engagement so that all work completed is focused on improving design and providing value to customers and end users. There are 4 total stages, and within each stage is multiple phases where HCD activities take place to support the goals of that phase.
- Strategize phase: We prepared a research strategy which included what type of research studies we would conduct and why, and what artifacts would come out of each study. We discovered the end user's needs, pain points, and challenges through secondary/existing research, a heuristic evaluation of PRS 1.0, areas for improvement, and user interviews.
- Design phase: We ideated new solutions to address our problem statements via wireframes and created low-fidelty prototypes to test and evaluate with PRS 1.0 users. Simultaneously we conducted card sorts and surveys to help prioritize features and validate user needs.
- Customer Engagement & Experience Improvement Cycle: Throughout each activity there has been multiple collaboration and analysis sessions with the internal team and CMS stakeholders. We leveraged Miro, an online whiteboarding tool to facilitate these sessions to document data flows, tabular analysis and user flows.
(EXAMPLE)