Page History

10:00 AM

Welcome

Rob Fay, Human Centered Design Strategy Lead, PM3

10:05 AM

ISG and Usability (no presentation deck)

Adam Heller, Division of Services and Infrastructure Fulfillment (DSIF), CMS

10:15 AM

Human-Centered Design: What’s Going on at CMS?

The talk will include discussion related to:

• A look into the past of HCD at CMS

• Current state of HCD at CMS

• What’s next?

Kayenda Johnson, Human-Centered Design Specialist, CMS

10:45 AM

Case Study: How QPP Iterates and Designs With Participants

It’s easy to create a website from the inside out and end up with a result that makes more sense to CMS employees than it does for its intended end users. However, designing the QPP site for and with program participants allowed us to create one that works for them. We'll discuss some ways that we've worked with participants to gain insights and how participants can participate in the future.

• Lesley Ropp, UX Design Professional - QPP

• (Huge)
• Kristen Carlson, Project Manager - QPP

• (Huge)

11:15 AM

Break

Enjoy snacks and view the UX Wall of Fame

11:30 AM

Flexibly Imperfect: A Panel on Future-Proofing Technology, Mental Models and Services within Civic Tech (no presentation deck)

HCD practitioners partner with CMS to share their insights into the challenges, success stories, and opportunities in modernizing legacy health IT systems, and discuss whether improving government services today can preempt technological challenges for the communities of tomorrow.

Moderator
Eric Smallwood, Human Centered Design Lead - HQR

(Bellese Technologies)

Panel

• Nichole Carelock, UX Researcher - HQR

• (AdHoc)
• Shane Close, UCD Lead - iQIES

• (Ventera)
• Steve Glass, Product Owner - HQR (Bellese Technologies)

12:30 PM

Untangling Wicked Problems Using Human-Centered Design: Best Practices from the HHS Office of the Chief Technology Officer

HCD is a valuable approach for validating problems and designing government policies, programs, and services that meet the needs of the people we serve. The Office of the Chief Technology Officer’s IDEA Lab and Business Optimization programs have championed the application of human-centered design for improving the way HHS delivers its mission. Hear lessons learned on applying human-centered design in government, including stories from the HHS Ignite Accelerator and from the Indian Health Service Health IT Modernization project

.

• Margeaux Akazawa, Internal innovation programs within the Office of the Chief Technology Officer, HHS
• Kevin L. Larsen, MD, FACP, Director of the Continuous Improvement and Strategic Planning Staff, CMS

1:00 PM

Event concludes

Rob Fay, HCD Lead - HCD Center of Excellence, ISG (Tantus)

Margeaux Akazawa, MPH leads internal innovation programs within the Office of the Chief Technology Officer (CTO) at HHS. In this role, she works to build a culture of innovation within the Department by empowering HHS staff with the tools and skills to nimbly and creatively address mission critical challenges. Before joining CTO, Margeaux worked in the Office of the National Coordinator for Health IT (ONC), where she advanced patient’s access to their electronic health information and led Health IT strategies to address the opioid epidemic. Margeaux has extensive experience in design thinking and has facilitated a number of workshops to help partners creatively solve pressing problems, including the National Academies of Sciences, Engineering, and Medicine and the General Services Administration. Margeaux holds a Masters of Public Health from Emory University and a BA in Anthropology from UC Berkeley.

Adam has worked for CMS for over 9 years. In that time he has served as the infrastructure lead for Network, and Physician Quality Reporting System. In January 2017, Adam was promoted to Deputy Director of the Division of Quality Services and Operations Support. He then began looking to incorporate User Experience improvements into major projects his team worked on, such as ServiceNow.  In May of 2018, Adam was promoted to Director and changed the name of the division to the Division of Services and Infrastructure Fulfillment (DSIF). The name change acknowledged the understanding that infrastructure was no longer based on physical data centers, but more of a consumable service or commodity. That being said, the design around how those services were deployed and made available, required a significant amount of Human Centered Design in order to be fully successful.  Since that time, Stephanie Ray has joined his team and taken over the lead role for Human Centered Design and is participating on multiple IPTs across multiple ADOs.  

Kayenda Johnson is a Human-Centered Design (HCD) Specialist at the Centers for Medicare and Medicaid Services (CMS), where she serves as an advocate for agency-wide use of HCD and as an expert consultant on HCD start-up activities for the federal government. She is an alumni of the United States Digital Service’s (USDS) Health and Human Services team, where she led user research efforts for the Quality Payment Program Website and supported a variety of HCD activities across the agency. Currently, Kayenda works to strengthen her CMS colleagues’ knowledge and execution of HCD activities for policy development, product design and service design. Her goal is to help the agency design, develop and support high quality healthcare solutions. 

Kevin L. Larsen, MD, FACP is the director of the Continuous Improvement and Strategic Planning Staff at the Centers for Medicare and Medicaid Services. He leads the CMS lean transformation and advises on health IT policy and care transformation. He is currently on assignment in the Health and Human Services Office of the Chief Technology Officer, where is leads work in technology transformation for HHS. He previously served as Medical Director of Meaningful Use at the Office of the National Coordinator for Health IT. Where he lead ONCs work on quality policy, measurement and improvement, including clinical decision support and registries. Prior to working for the federal government he was Chief Medical Informatics Officer and Associate Medical Director at Hennepin County Medical Center in Minneapolis, Minnesota. He is also an Associate Professor of Medicine at the University of Minnesota. His research includes health system innovation focused on data and technology, computer systems to support clinical decision making, and health literacy. In Minneapolis he was also the Medical Director for the Center for Urban Health, a hospital, community collaborative health research institute focused on health system change using claims, EHR and public health data.

Lesley is a senior UX professional whose background flexes across a variety of skill sets including user experience, audience research and testing, IA, content strategy and design. Her experience spans more than a decade, across an extensive client roster including Stantec, Turner Broadcasting, Fiserv Financial Technology Service, Mohawk Flooring, Lowes, Pulte Homes, JCPenny, Bed Bath & Beyond, and Levi’s. While on QPP, Lesley has led the UX & Design efforts for Submission/Feedback as well as Analytics/Reporting.  She is now the Lead Experience Designer for the QPP HCD contract.  Lesley holds a Bachelors of Science (BS) degrees focused in Information Technology, with an emphasis in Human Centered Design from Juniata College.

A Human Centered Design Lead with 15+ years of experience in UX, software development, multimedia, collaborative arts research, and educational outreach. His collaborations include partners such as the Center for Medicare & Medicaid Services (CMS), the Baltimore Museum of Art, the National Science Foundation, and NASA. Eric holds an M.F.A in Imaging and Digital Art from the University of Maryland Baltimore County, is a 2014 Maryland Innovation Initiative Award recipient, as well a 2019 CMS honors award recipient for his work on the Hospital Quality Reporting program.