Human-Centered Design

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Creators and change-makers often need support and expertise beyond their team. The Human-Centered Design team works one-on-one with individuals and teams who want guidance, coaching, workshops, and feedback.

We not only help find solutions, we teach people the skills needed to sustain changes. We do this through an integrated blend of learning and project-based, hands-on experiences.

If you’re interested in partnering with the HCD team, please contact us.

Guiding Principles for Coaching: 

    • Improve policies, products, and services through the critical involvement of customers in the creative problem-solving process
    • Grow organizational knowledge of how to implement the HCD process and to address future challenges
    • Increase staff capacity to implement the HCD process
    • Generate shared knowledge on the HCD process and understand our customers deeply, how well we serve them, and where there are opportunities for better service delivery


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How We Can Help

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Workshops Offered  

What to expect: 

Intake meeting upon project request to understand goals, timeframes, stakeholders etc. The HCD CoE will provide a plan specific to the client and develop materials for facilitation. The client will provide a stakeholder plan for processing workshop data and collaborating on action plan.

HCD CoE workshops are offered by request only. If you're interested in any of these workshops, please contact us.

TypeNameBenefit HCD Phase*
Critique WorkshopsDesign Critique

Ensure that design decisions align to user needs. Offers timely and actionable user & stakeholder feedback for current work & project workflows.

  • Review continuous changes and improvements to new solutions.
  • Highly adaptive to Lean/Agile sprint process.
  • Build team clarity of objectives & identify problems in workflow.

Ideate

Prototype



Design WorkshopsDesign Studio

Rapidly generate and discuss a wide set of ideas with a diverse group of attendees. Benefits include:

  • Understand diverse perspectives.
  • Adapt to tight timelines and fast workflows.
  • Buy-in through collaboration.

Ideate

Prototype



Discovery Workshops


Pre-Mortem

Stakeholder Mapping

Team Contract

Communicate the current state and create consensus for milestones and plans.

  • Understand business requirements at the beginning of an initiative. ​
  • Gather existing knowledge from client or stakeholder teams. ​
  • Create consensus on plans for a project. 


Initiate

Immerse

Synthesize


Empathy WorkshopsEmpathy Map

Help a broad team or stakeholders understand, empathize with, and prioritize user needs before designing a solution. Build an empathic framework to discover, understand and solve user and stakeholders problems.

  • Increase emotional intelligence (EQ).
  • Effectively analyze & organize empathy from user & stakeholder POV.
  • Generate and categorize user problem opportunities.


Immerse

Synthesize


Prioritization Workshops 


Team Priorities 

Build consensus on which customers and stakeholders value most and prioritize them.

  • There are too many competing priorities. ​
  • Stakeholders are asking for too much and there is scope creep or feature overload. ​
  • Weigh the value of planned feature releases against each other in order to shape a roadmap. ​
  • Bring sponsored users into the process in order to have them weigh in on features or items that they value most. 



Initiate

Synthesize


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<p>*<a href="https://qnetconfluence.cms.gov/display/HCD/HCD+Phases">HCD Phases:</a> <dfn><abbr title="The first phase of the HCD process, in which existing data is collected, scope is defined, and a project brief is created. During this phase is defining a shared understanding of the problem that you're trying to solve; Who, What, Where and How.">Initiate</abbr>
</dfn> | <dfn><abbr title="The second phase of the HCD process, in which a research plan is developed and the team immerses themselves in the customer's experience. It's intended to generate empathy by talking to and observing your customers.">Immerse</abbr> </dfn> | <dfn><abbr title="The third phase of the HCD process, in which analysis & interpretation of data occurs, and themes, insights, and customer pain points are identified. It involves sense-making by gathering available research, data, information to find themes, organizing into patterns and discovering insights.">Synthesize</abbr> </dfn> | <dfn><abbr title="Here we explore ideas without limits. It's in the fourth phase of the HCD process, where you dream up many potential solutions, generating ideas via sketching, and co-designing with users and other stakeholders.">Ideate</abbr> </dfn> | <dfn><abbr title="The fifth phase of the HCD process is where we create an interactive solution that simulates how things should actually work, to elicit feedback, refine and test. Reduce your ideas to those that are desirable, feasible and viable, and make as interactive as possible so you can get feedback about the experience.">Prototype</abbr> </dfn> | <dfn><abbr title="You're not done just yet! Continue to iterate, refine and enhance based on user feedback and metrics. The last phase of the HCD process is intended to develop a solution, track metrics, manage and communicate change, and improve roll-out.">Implement</abbr> </dfn></p>