with CMS can help you identify both customer pain points

and opportunities for improving the customer experience. Journey maps, a commonly used human-centered design (

HCD) tool, create empathy by depicting the customers’ perspective as they interact with different touchpoints throughout their experience

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: Beginner

• Prerequisites: Recommend completion of Foundational Learning Path (FLP) courses 

• Introduction to

• Human-Centered Design and LACE Agility Foundations

• .

• 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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