World Usability Day 2023

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Schedule

Coming Soon!

With an exciting line-up of  engaging engaging speakers and diverse topics about 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 a busy day, or or an upcoming deadline deadline? We get it. That is why the Zoom the Zoom event is an open-house format with sessions sessions throughout the day and breaks in between sessions.


8:30 - 8:35  |  Welcome & Overview from the HCD CoE Team

8:35 - 8:

40 

45  |  Welcome Address from CMS

Introductory Remarks: Mark Plaugher – Acting Director, CCSQ/ISGPresenter: Brandy Barnette

8:45 - 9:

30 

45  |  Keynote Presentation:

A User-Driven Perspective on the Healthcare Experience

Remote-Ivate: Better Collaboration in a Virtual World

[INTERACTIVE SESSION]

Presenter: Marty Gage  Dr. Tharaka Gunarathne, MBChB 

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. for an interactive, dynamic, science-based session on boosting the psychology of collaboration in Virtual Team meetings.Align on why collaboration is essential, challenging in a virtual world and can to be done better. You will understand the negative effects of poor collaboration on health, productivity and engagement and then learn actionable and practical ways to improve virtual meeting collaboration - it can be done!!

      • How to positively adjust your position on the Competition-Collaboration Spectrum: get out of enemy, rival, neighbor and friend mode, and move to collaborator! 
      • How to avoid common biases like the Bike Shedding Bias and the Distance Bias: how to navigate the number one type of procrastination in team meetings and also skews in virtual decision-making  
      • How to use The Four D’s of meeting communications: Divulge, Discuss, Decipher, Decide - this will help keep people on the same page 

Areas of interest: process, research, user experiencePsychology, Science, Self-Help, Leadership, Cognitive Bias


9:

30

45 -

9

10:

45 

00  |  Break

9


10:

45

00 - 10:

15  |  (S)hameful, (D)epressed, (H)opeless – Did someone just say SDH?

30  |  Unlocking Cross-Team Collaboration with Quantitative Metrics

[INTERACTIVE SESSION]

Presenters: Chantal Ramirez, PhD and Meghan Nichols

Presenters: Cupid Chan  

Presentation 

Join us to learn 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, strategy

10:15 - 10:30 | Break

10:30 - 11:00 |  An Ounce of Prevention: How Predictable Disasters Redefine Quality Healthcare

Presenter: Elizabeth Goodman andKristine Nixon

Case Study 

as we delve into leveraging quantitative metrics to foster collaborative efforts in elevating user experience (UX) across digital platforms. By employing measurable criteria to assess user satisfaction and engagement, we showcase how metrics serve as a unifying language and help bridge diverse teams. The talk navigates metric selection aligned with shared goals and offers a framework for cross-team implementation. Attendees will leave equipped with strategies to strengthen collaboration and drive impactful enhancements to user experience.

Areas of interest: Quantitative Research, Data-driven, Measurement, Metrics, User Experience 


10:30 - 10:45  |  Break

10:45 - 11:15  |  Cognitive Load Workshop

[INTERACTIVE SESSION]

Presenters: Robert Hunziker

Presentation

Join us as we explore accessible design and development practices and they ways in which they can help us build inclusive, barrier-free experiences.  Too narrow a focus can exclude people, blocking access and leading to further marginalization. In this workshop we will better understand 4 common cognitive barriers, which refer to the amount of mental effort required to complete a particular task, how these affect users, and how to avoid or solve for them using HCD. Digital accessibility sometimes focuses on specific disabilities, neglecting the broad spectrum of disabilities and experiences. Learning about cognitive loads improves understanding of the wider experience of humans.     

Areas of interest: Product, Accessibility, UX, Development, Interaction, Usability, Cognition, Testing


11:15 - 11:30  |  Break

11:30 - 12:15 | Morning Plenary Session: Connecting the Dots Towards an Emerging CMS Customer Experience

Presenters: Ariele Faber

Morning Plenary Session 

Join this pre-recorded session as Ariele Faber discusses and charts the CX strategic pathway over the past two years to successful Customer Experience across the CMS enterprise. Ariele engages in how enterprise teams and divisions have collaborated in establishing the CMS Experience Portfolio, what are the success factors for Customer Experience at CMS, while revealing the CX Delivery Actions for the future.

Areas of interest: Customer Experience, CMS Enterprise, Service Design, Strategy, Government 


12:15 - 1:00  |  Lunch

This case study will overview how predictable disasters redefine quality health care and how Medicare can reimagine services and models to better serve their population.    

Areas of interest: government, research, strategy

11:00 - 11:15 | Break

11:15 - 11:45 | Morning Plenary Session: Lessons from the Medical World: Osteopathic Medicine and Human-Centered Design

Presenters: Tyler Cymet, D.O. and Francisco Ward, D.O.

Morning Plenary Session 

Tyler Cymet, D.O, and Francisco Ward, D.O. will explore the connection between the body and the creation of tools that make life easier and more comfortable for the community. 

Areas of interest: product, research, technology 

11:45 - 12:00 | Break

12:00 - 12:45  |  Digital Public Health at the Scale of Government: Little Nudges Result in Big Usability Ripples for the Public

Moderator: Mathias Rechtzigel 

Panelists: Aayat Ali, Amy Behrens and Melissa Eggleston

Panel Discussion 

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 their work related to cross-agency Behavioral Health initiatives within CMS.

Areas of interest: government, policy, strategy, technology and user experience

12:45 - 1:00 |

Break


1:00 - 1:

30  |  Plain Talk: Do People Get What We're Saying?

45  |  Afternoon Plenary Session: How Collaboration Between Policy Experts and Service Designers Can Reshape Product Development

Presenters: Rebecca Bruno and Sara Camnasio

Presenters: Rick Allen 

Presentation 

Learn how to effectively communicate health information to diverse audiences using plain language. 

Areas of interest: product and user experience

1:30 - 1:45 | Break

1:45 - 2:15  |  Afternoon Plenary Session: KindnessRX: A Novel Community Gratitude-Based Approach to Increasing COVID-19 Vaccination Rates and Improving Culture

Presenter: Crystal Morse 

Afternoon Plenary Session 

Join us to learn how the KindnessRX campaign generated a positive culture change and increased COVID-19 vaccination ratesThis session will provide the audience with specific design and messaging tools that were successful for storytelling and building trust and buy-in with business owners and users. They will come away with some key strategies for getting a product unstuck.

Areas of interest: leadership, policy and strategy

2:15

Policy Design Thinking, Service Design, Development, UX & Research, Process 

1:45 - 2:

30

00  | 

|

Break

2:

30

00 - 3:

15 

00  | 

Continual User Participation in Human-Centered Research and Design

Visual Collaboration in the Lucid Suite

[INTERACTIVE SESSION]

Presenters: Matt Murphy, Bryan Stallings, Jarom Chung, and Jessica Guistolise

Panel Discussion

Join the Lucid team as they present on the Lucid Suite and how our product enables better collaboration

Presenters: Shelagh Cully, Mana Hayashi and Hyorim Park

Case Study 

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 Development, Technology, User Experience, Collaboration, Process


3:

15

00 - 3:

30

15  |  Break

3:

30

15 -

4

3:

00 | Zero Trust 101

Presenters: Karlene Stecchi  

Presentation 

55  |  Solving User Problems Outside the Product Box

Presenter: Leslie Garner Franklin & Laura King

Presentation 

In this session, we'll introduce the Service Design mindset and an overview of essential techniques. If you're using (or trying) modern product practices today, these will feel familiar, and they'll fit neatly into your existing toolbox. You'll leave with a fresh perspective on your own backlog and how to tackle the organizational silos standing between you and your next great outcomeKarlene Stecchi from Tantus Technologies will explore Zero Trust compliance and its potential implications for customer experience in health care settings. 

Areas of interest: compliance, government, policy and technology

4:00 |

Service Design, Process, Development, User Experience, Customer Experience 


3:55 - 4:00  |  Closing Remarks










Contact

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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