ISG Playbook
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The premise of Human-Centered Design is to seek to understand your customer. What does it look like to involve your customer throughout the process of creating products, services, and policies that impact them?
The HCD Center of Excellence provides training opportunities and resources to help you be more successful in your role supporting the mission of CMS.
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Upcoming Training
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HCD 102 Personas: Gain Empathy for Improved Ideation and Implementation
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@10:00am - 3:00pm EST with a 1-hour lunch
Remote. For your convenience, this event is offered remotely via Zoom.
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HCD 101 Introduction to Human-Centered Design
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& @10:00am - 3:00pm EST on both days
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Remote. For your convenience, this event is offered remotely via Zoom.
Course Catalog
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Introduction to Human-Centered Design
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Human-Centered Design (HCD) is the process we use to understand the people for whom we are writing policies and creating programs and services for at CMS. The successful practice of HCD means we are meeting the mission of CMS: "to ensure that the voices and needs of the populations we represent are present as the agency is developing, implementing, and evaluating its programs and policies." HCD can be applied to any type of work at CMS, including products, services, and even policy.
Following the six-step HCD process that we use at CMS, the training workshop will introduce you to HCD and reinforce knowledge with activity-based group learning.
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After completing the training, the learner will:
- Understand introductory concepts of human-centered design, and
- Understand some basic HCD methods/activities that can be applied to their role at CMS.
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Personas: Gain Empathy for Improved Ideation and Implementation
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Understanding your customers is foundational to human-centered design (HCD). How do you create a shared understanding of your customers across a team and leverage customer research? Personas, a fictitious yet realistic representation of your target customers, can help you do just that.
During this online training, attendees will learn the benefits of using personas to drive creativity in their roles at CMS or the HCQIS Community. They will finish the course with the skills needed to use personas to develop empathy for their customers and power ideation for product features and customer experience improvements.
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After completing the training, the learner will:
- Understand what a persona is and why we use them,
- Experience the creative process using personas for empathy and ideation, and
- Understand practical uses of personas in product development.
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Optimizing Usability with Site Analytics
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Human-centered design (HCD) practices should be applied iteratively throughout a product’s development and delivery lifecycle, even after functionality has been released. When working towards continuous improvement, site analytics tools can help you gather both qualitative and quantitative usability data and make informed iterative improvements.
During this online training, attendees will learn how site analytics can help teams improve the design and functionality of product solutions. They will finish the course with the skills to use common site analytics tools to improve customer satisfaction.
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After completing the training, the learner will:
- Understand how analytics complement human-centered design,
- Identify competitive analytical tools for usability insights and five usability indicators available in Google Analytics, and
- Utilize a framework to remediate usability.
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Customer Empathy Through Journey Mapping
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Understanding the customers’ holistic experience 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.
During this online 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.
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After completing the training, the learner will:
- Create and use a journey map to communicate insights,
- Engage cross-department team members, and
- Provoke change through the findings in this tool.
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CCSQ HCD Training
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Surveys are one of the most frequently used methods of collecting information from a group of people. Yet perhaps because we’ve taken so many surveys throughout our lives, it’s easy to discount the rigor and planning necessary to gain meaningful information.
During this online training, attendees will learn about a survey life cycle, general guidelines, best practices in survey design, and how to avoid common problems while gaining insights into this popular research method. They will finish the course with the skills to create surveys following a seven-step process including how to define goals, write straightforward questions, and obtain accurate and meaningful results.
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After completing the training, the learner will:
- Create surveys following a seven-step process,
- Define goals,
- Write straightforward questions, and
- Obtain accurate and meaningful results.
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There is a common misconception that design and development are at odds. One prioritizes understanding and the other prioritizes solutioning. Lean, agile, and human-centered design philosophies are meant to be complementary approaches to getting work done.
During this online, two-hour training co-facilitated by the CCSQ Lean-Agile Center of Excellence (LACE) and the Human-Centered Design Center of Excellence (HCD CoE), attendees will discuss and explore how teams can thoughtfully share these responsibilities and achieve a balanced approach to delivery.
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After completing the training, the learner will:
- Understand how CCSQ implements lean, agile, and human-centered design via the SAFe model,
- Recognize the complementary value, proposition of lean, agile, and human-centered design philosophies,
- Empower teams to apply an agile mindset when faced with program challenges,
- Apply multiple alternatives for team structures to aid in delivering solutions quickly with low costs, and
- Engage with the Centers of Excellence to help programs achieve their objectives.
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The art and science of determining what to build, and when, is often a convoluted process driven by business viability and technical feasibility. But what if prioritization could include what provides the greatest value to our customers?
During this online training, attendees will learn the Kano Method and other techniques for prioritizing backlogs in an intentional, quantitative way that eliminates stakeholder bias and provides the best customer value.
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After completing the training, the learner will:
- Understand the Kano Method for measuring satisfaction
- Recognize how personas can be leveraged for prioritization activities
- Understand techniques for prioritizing backlogs that provides the best customer value
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Whether your team is new to Human-Centered Design or working to mature its existing practices, this course is for anyone who would like to be an effective agent of change in bringing the customer to the forefront of decision making.
During this online training, attendees will learn to champion the value of HCD; to assess a team's maturity; and to implement a strategy that will lead to meaningful change.
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After completing the training, the learner will:
- Understand the value of HCD,
- How to assess the HCD maturity of a team; and
- How to implement a plan for maturing an HCD practice.
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Videos
Watch short videos to learn about the methods used at each phase of the Human-Centered Design process as well as an introduction to design thinking. |
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Training Testimonials"The speakers were entertaining and very knowledgeable. They made the training fun." "The breakout rooms were very beneficial. It helped reinforce the concepts that were being presented." "The exercises were thought-provoking and easy to apply in day-to-day work tasks." "I enjoyed the activities that gave us an opportunity to pilot some of the strategies we were learning." "The presenters were energetic, incorporated humor, and used real world examples." "The HCD team created a collaborative environment and did a phenomenal job of explaining the selected methods. Very well organized!" |
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Recommended Reading
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<a href="https://www.goodreads.com/book/show/2420301.The_Back_of_the_Napkin" title="Drawing on twenty years of visual problem solving combined with the recent discoveries of vision science, this book shows anyone how to clarify a problem or sell an idea by visually breaking it down using a simple set of visual thinking tools – tools that take advantage of everyone’s innate ability to look, see, imagine, and show."> <img src="https://i.gr-assets.com/images/S/compressed.photo.goodreads.com/books/1432738947i/2420301._SX50_.jpg"><br>The Back of the Napkin</a>
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<a href="https://www.goodreads.com/book/show/18197267-don-t-make-me-think-revisited" title="Since Don’t Make Me Think was first published in 2000, over 400,000 Web designers and developers have relied on Steve Krug’s guide to help them understand the principles of intuitive navigation and information design."> <img src="https://i.gr-assets.com/images/S/compressed.photo.goodreads.com/books/1384736553i/18197267._SX50_.jpg" alt="Don't Make Me Think"><br>Don't Make Me Think</a>
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View a selection of recommended books and articles related to Human-Centered Design.
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