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with CMS can help you identify both customer pain points
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and opportunities for improving the customer experience. Journey maps, a commonly used human-centered design (
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HCD) tool, create empathy by depicting the customers’ perspective as they interact with different touchpoints throughout their experience
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with CMS.
Learning Objectives
During this online, four-hour training, attendees will learn how journey maps can be a useful human-centered design tool. They will finish the course with the skills to create and use a journey map to communicate insights, engage cross-department team members, and provoke change through the findings in this tool.
Details
Duration: 4 hours
Level:
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Beginner
Prerequisites: Recommend
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completion of Foundational Learning Path (FLP) courses
Class type:Remote w/ interactive and collaborative exercises.
Objectives: After attending the remote training, attendees will be motivated to create and use a journey map to communicate insights, engage cross-department team members, and provoke change through the findings in this tool.
Understand & advocate the benefits of journey mapping as a research method and tool for decision-making
Understand practical uses of journey maps in product development
Attending training that provides immediate, actionable tips and improves team collaboration and ideation.
Contact us at HCD@cms.hhs.gov for questions about the training.
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Upcoming Sessions:
from 10:00am - 3:00pm EST with a 1-hour lunch
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Certificate for This Course
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To earn a Certificate of Completion from CCSQ’s Human-Centered Design Center of Excellence, participants must complete the full duration of the training course and will receive a dated and verified Electronic Certificate (PDF). Certificates are sent to your email within two weeks of completion. Once you have earned your certificate, list it on your resume and LinkedIn profile under ‘Education’.
Duration of learning: 8 hours / 480 mins
Earn your CCSQ HCD certification today and registrar for upcoming training courses.