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Thanks to all of the 2022 attendees and speakers. View the session materials now. |
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With an exciting line-up of engaging speakers and diverse topics about systems that provide healthcare in all its many forms, you will not want to miss anything! Do you have a busy day, or an upcoming deadline? We get it. That is why the Zoom event is an open-house format with sessions throughout the day and breaks in between sessions. |
Session recordings and presentation slides are posted below for all of the sessions in case you were not able to attend a session, or would like to watch it again. Note: speaker presentation slides are provided as an Adobe Acrobat PDF document and not yet 508 compliant. Feel free to listen to ourhealth-themed playlist while you read through the presentations. |
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8:30 - 8:45 | Welcome from CMSPresenter: Brandy Barnette |
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8:45 - 9:30 |
Keynote Presentation: Uncovering the Emotional Journey for the Ideal Patient Experience A User-Driven Perspective on the Healthcare ExperiencePresenter: Marty Gage Keynote Presentation Join us to learn how patients define the ideal healthcare experience, and how to focus on a user-driven definition of healthcare usability. Areas of interest: process, research, and user experience Session Materials: Recording - November 8, 2022 Zoom Transcript Slides: WUD2022_Gage.pdf
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title | More About This Session |
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| Whenever we conduct user research in healthcarehealth care, the same pain points consistently emerge. The experience tends to be overwhelming, confusing, frustrating, and stressful. This is because it’s hard to understand, and the process of getting care is often inefficient . Healthcare — health care has usability issues. Ideally, people want to feel in control. They desire healthcare health care that is straightforward and easy to understand, and want this care to be delivered through a convenient process. This presentation will share learnings of how patients define the ideal healthcare health care experience and focus on a user-driven definition of healthcare health care usability. Attendees will learn how: - Patients define the ideal healthcare health care experience, and
- To focus on a user-driven definition of healthcare health care usability.
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9:30 - 9:45 | Break9:45 - 10:15 | (S)hameful, (D)epressed, (H)opeless – Did someone just say SDH?Presenters: Cupid Chan Presentation Join us to |
learn from the Customer-Focused Research Group who will share an overview of their work across CMS and how it informs policymakinglearn how a Human-Centered Design (HCD) approach can help Health Equity and Social Determinant of Health (SDH) based on a National Institutes of Health (NIH) Small Business Innovation Research (SBIR) awarded project.
Areas of interest: government, leadership, policy |
and strategy is first pillar first pillar of the Centers for Medicare & Medicaid Services (CMS) Strategic Plan. This strategy aims to advance |
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health equity health equity by addressing the health disparities that underlie our health system. This is accomplished through stakeholder engagement |
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and by building this and incorporating the Advance Equity pillar into the core functions of CMS. |
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It also SDH is one of the key aspects that aligns with |
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the Bidenthe Biden-Harris Administration’s commitment in this area |
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and Social Determinant of Health (SDH) is one of the key aspects.
But the fact is SDH is not something new. A strong . A strong body of evidence demonstrates that addressing SDH |
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within healthcare systems within health care systems advances outcomes such as cancer treatment adherence. To achieve |
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thatthis, we need to collect SDH data |
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but unfortunately the traditional way to tackle SDH does not work wellthe traditional approach is not the most effective. This session |
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is to a Human-Centered Design approach an HCD approach can help Health Equity and SDH based on an NIH SBIR |
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Awarded Attendees and how it impacts healthcare,The drawback of using the traditional approach to tackle SDH- , and
- How a Human-Centered Design
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can change the paradigm, What is the result of the pilot testing using the new approachHow it affects the CMS community in handling Health Equity Section |
10:15 - 10:30 | Break- approach can improve both Health Equity and SDH.
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10:30 - 11:00 | An Ounce of Prevention: How Predictable Disasters Redefine Quality HealthcarePresenter: |
Sara Ansari and show how we created the repository, integrated personas and intend for the repository to be an integral part of the growth of our HQR system and programBelief in the value of qualitative user research and personas is a core principle of human-centered design (HCD) --but how often are research insights and personas used across all the disciplines that are supposed to be collaborating to create software? How often are they created and then shelved, never to be seen again by anyone outside the HCD team? Research participants trust us to make the most of their contributions to the design and development of our systems. And our user community trusts us to do the best we can to design a usable system for them. In the Hospital Quality Reporting Program (HQR), the HCD team has developed a research repository using Jira and Confluence accessible to many of our stakeholders, partners, and team members of the Application Development Organization (ADO). This case study will show how we created the repository, integrated personas and intend for the repository to be an integral part of the growth of our HQR system and program. Attendees will learn: - How to create a research repository with tools that are accessible to many CCSQ programs,
- About a governance model for the repository, and
- How to integrate research insights into system documentation and SAFe practices.
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11:00 - 11:15 | Break |
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Session5 | Session5 | 11:15 - 11:45 | Disasters such as wildfires and heat waves have well-understood health consequences. Historically, the U.S. has defined “quality care” during and after disasters as fast response. However, climate changes are turning previously uncommon events, such as massive wildfires, into annual tragedies. Attendees will learn: - The immediate and residual impacts of natural disasters caused by climate change on communities and healthcare systems,
- What providers and health networks do when wildfire season joins flu season as a routine hazard for people with asthma and/or diabetes, and
- How Medicare can reimagine the services and models they provide to better serve their population.
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Morning Plenary Session: Lessons from the |
ERMedical World: Osteopathic Medicine |
, Empathy, and Human-Centered Design |
Presenter Cupid Chan with Pistevo Decision will explore trust, ethics, and integrity as he reviews trends and challenges with Artificial Intelligence (AI) and the latest in Federated Learning.
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11:45 - 12:00 | Break |
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Session6 | Session6 | 12:00 - 12:45 | Digital public health at the scale of government: little nudges result in big usability ripples for the public
Moderator: Mathais Rechtzigel
Panelists: Aayat Ali , Amy Behrens
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title | More About This Session |
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Even though AI has advanced a lot in the past six years, the legacy AI approach has a problem: data must be consolidated in one location for the machine learning model to be trained. That means data are exposed, and the data owners lose their data privacy. Even worse, unlike tangible objects, the data exposed can be replicated to potentially hundreds and thousands of times with just a click of a mouse. That makes recovery almost impossible, and hence people now treat data privacy more seriously. The result is insufficient data, which creates another dilemma of hindering the growth and maturity of many AI models as they rely on data. Where should data owners draw the line to determine what they can and cannot trust? In insecurity discipline, there is a methodology called Zero-Trust. Can this be used in AI so that we trust nobody to hold our data but can still help advance AI? There is a new branch of AI called Federated Learning. The concept includes data consolidation to train the model, and the model is pushed out to where the data is located for training. The individual result will then be sent back for aggregation to form the final useful model. Sounds very promising, right? But can this be THE solution to solve the trust issue? Attendees will: - Understand the risk and opportunities of this technology and see In What We Trust,
- Learn the latest trends in AI – Federated Learning, and how this technology can provide an AI model integrity, and
- Understand the latest trends and end-user data trust.
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Humans have 204 bones and 360 joints that work together following two basic methods of movement. Understanding how and why the body moves is critical to creating effective tools. The connections between the nervous system, the musculoskeletal system, and our world can be used to effectively introduce new tools that make life easier and more comfortable for the community. During this session, we'll discuss how a holistic approach to patient care led to the evolution of a tool to monitor joint motion and how data acquisition impacts our ability to move comfortably. Attendees will: - Learn about the DO's preventive, "whole person" approach to illness and how mind-body-spirit considerations are important considerations during treatment.
- Discover how normal humans work from a biomechanical perspective, and
- Understanding how the connection between human behavior, the nervous system, and the musculoskeletal system led to an innovative health care solution.
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Digital Public Health at the Scale of Government: Little Nudges Result in Big Usability Ripples for the PublicModerator: Mathias Rechtzigel Panelists: Aayat Ali |
Rob Fay with Tantus Technologies will moderate Mathias Rechtzigel with Digital Service at the Centers for Medicare & Medicaid Services (CMS) will be joined by several members of his team for a panel discussion on |
examples of bad design and how empathy-driven design can build trust in government products and services. According to Pew Research, public trust in the government nears record lows and the federal government has recognized the need to improve the way it serves its citizens. One response has been through the publication of OMB Circular A-11 Section 280, which guides how all agencies should prioritize managing the customer experience and improving service delivery. Dark patterns are designs (digital or non-digital) that erode trust by intentionally or unintentionally tricking people into doing something they don't intend, want, or need. These mistakes usually cost people money and always cost them time. The purpose of this panel is not to discuss ways that the government has failed the public. Instead, the goal is to focus on examples of bad design most often seen in the commercial space and how we might respond to these examples to rebuild the public's trust in government solutions. Attendees will: - Hear diverse perspectives and ideas from a panel of design professionals,
- Have an opportunity to learn from the mistakes of others, and
- Understand how to leverage principles taken from lousy design to inform ideas for rebuilding trust by improving the products and services we deliver to the public.
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This panel will include four designers from Digital Service at CMS, an organization that supports over 181 million people living in America in getting the health care (and insurance) they need. Ensuring that the design of our social safety nets include Human-Centered Design (HCD) at their core, this often means doing small but meaningful things that set up later work to be more equitable and sustainable. Join us as we discuss approaching government public health projects as a Digital Service team, working on cross-agency initiatives that increase access to mental health and/or substance use disorder treatment, advocating for HCD and trauma-informed user research with our partners, and creating the capacity within the government to include those with disabilities in our research. Attendees will: - Learn about the team's usability work within the behavioral health space, and
- Hear about the panelists' experiences working within the government and supporting cross-agency and countrywide initiatives.
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12:45 - 1:00 | Break1:00 - 1:30 | Plain Talk: Do People Get What |
We’re We're Saying?Presenters: Rick Allen Presentation Learn how to effectively communicate health information to diverse audiences using plain language. Areas of interest: product and user experience Session Materials: Recording - November 8, 2022 Zoom Transcript Slides: WUD2022_Allen.pdf
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title | More About This Session |
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| Communication is hard. Communicating health information to diverse audiences with low health literacy is particularly hard—and has high stakes. Plain language makes information easy to find, use, and understand for everyone—and makes healthcare systems more effective because patients understand what they need to do to manage their health. So, the question we must ask ourselves is, "Do people get what we're saying?"
Attendees will learn: - The importance of knowing their audience well enough to communicate effectively,
- How to create content that is easy to scan, read, and understand, and
- How to use words that are meaningful to their audience.
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1:30 - 1:45 | Break1:45 - 2:15 | Afternoon Plenary Session: |
KindnessRX KindnessRX: A Novel Community Gratitude-Based Approach to Increasing COVID-19 Vaccination Rates and Improving CulturePresenter: Crystal Morse Afternoon Plenary Session Join us to learn how the KindnessRX campaign generated a positive culture change and increased COVID-19 vaccination rates. Areas of interest: leadership, policy and strategy Session Materials: Recording - November 8, 2022 Zoom Transcript Slides: WUD2022_Morse.pdf
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title | More About This Session |
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| The KindnessRX campaign studied the power of human kindness to combat caregiver burnout and increase COVID-19 vaccination uptake. Highlighting those who made an impact within their organization, the campaign took aim at a softer approach towards vaccination promotion, avoiding words such as “mandatory” and “required.” Rather, the campaign focused on gratitude |
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and , kindness and taking care of one another. Comments and feedback proved that human kindness generated a positive culture change, expressing gratitude and kindness that helped healthcare workers build personal connections while promoting safety and workforce engagement. Attendees will learn how: - The power of human kindness outweighs monetary benefit, and
- The KindnessRX campaign
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increased - helped increase COVID-19 vaccination rates.
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2:15 - 2:30 | Break |
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2:30 - 3:15 | Learn how content strategy and tools contributed to building trust within a digital experience for The Center for Medicaid and CHIP Services (CMCS)This case study will present two custom designed and developed Centers for Medicare and Medicaid Services (CMS) products, and highlight the importance of incorporating human-centered research and design throughout the product development lifecycle. Areas of interest: design, product and research Session Materials: Recording - November 8, 2022 Zoom Transcript Slides: WUD2022_Cully_Hayashi_Park.pdf
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title | More About This Session |
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What happens when you have a Human-Centered Design (HCD) content strategist on your agile team? Great content things, of course! This presentation tells the tale of how a pair of HCD content strategists joined an existing CMCS agile team to round out the HCD capabilities and work on a new feature. HCD content strategy is all about ensuring that we speak with users in ways that make sense, provide the right message at the right time, and plan how to keep the conversation going after the release. How did we build trust within the experience? HCD content strategy tools include content audits, facilitated content analysis exercises, content remediation plans, and more! And content design tools, including the messaging framework, UX writing, content testing, and more! Join us to learn how these tools served as a foundation for building trust with customers through thoughtful, informed communication. Attendees will: - Understand how agile teams can benefit from the addition of an HCD content strategist and the use of content strategy and design tools, and
- Learn how these tools can serve as a foundation for trust with customers through thoughtful, informed communication.
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Many of those who receive health coverage from CMS are some of the most socioeconomically vulnerable populations in the United States. Their right to high quality healthcare is heavily reliant on the ability of CMS and associated healthcare workers to provide effective support for its program beneficiaries and health providers. Ventera provides innovative solutions to continuously improve this support system by centering user feedback in its product development and improvement processes. Join us to learn about two custom designed and developed CMS products: HCQIS Access Roles and Profile (HARP) and Program Resource System (PRS 2.0). This case study highlights the importance of incorporating human-centered research and design throughout the entire lifecycle of product development.
Attendees will understand how: - Continual user research with stakeholder/end-user participation in the product development lifecycle leads to relevant and timely user experience (UX) design and increased user investment towards product success,
- Flexibly shifting between having a leadership mindset and a team player mindset in a cross-functional team is key, and
- From creating a minimum viable product to adding value to an MVP, the focus of UX research often changes, but the human-centered approach does not end when each project milestone is reached.
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3:15 - 3:30 | Break3:30 - 4:00 | TechnologyLearn how content strategy and tools contributed to building trust within a digital experience for The Center for Medicaid and CHIP Services (CMCS)Karlene Stecchi from Tantus Technologies will explore Zero Trust compliance and its potential implications for customer experience in health care settings. Areas of interest |
: What happens when you have a Human-Centered Design (HCD) content strategist on your agile team? Great content things, of course! This presentation tells the tale of how a pair of HCD content strategists joined an existing CMCS agile team to round out the HCD capabilities and work on a new feature. HCD content strategy is all about ensuring that we speak with users in ways that make sense, provide the right message at the right time, and plan how to keep the conversation going after the release. How did we build trust within the experience? HCD content strategy tools include content audits, facilitated content analysis exercises, content remediation plans, and more! And content design tools, including the messaging framework, UX writing, content testing, and more! Join us to learn how these tools served as a foundation for building trust with customers through thoughtful, informed communication. Attendees will: - Understand how agile teams can benefit from the addition of an HCD content strategist and the use of content strategy and design tools, and
- Learn how these tools can serve as a foundation for trust with customers through thoughtful, informed communication.
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Executive Order 14028 requires federal civilian agencies to establish plans to drive the adoption of Zero Trust Architecture. But what is Zero Trust and what does it mean to be fully compliant? This session will explore what Zero Trust really means and its potential implications for customer experience in health care settings. Attendees will learn about: - Zero Trust compliance, and
- The potential implications for customer experience in health care settings.
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If you want to learn more about the Human-Centered Design Center of Excellence (HCD CoE), please contact us today.
For the QualityNet Community:
Visit our HCD Confluence Site -or- our QualityNet Slack channels #hcd-share, #hcd-wud
For all other visitors, please feel free to email us at: HCD@cms.hhs.gov
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