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User research provides a critical design strategy foundation that allows you to understand and empathize with customers to design valuable products and services. Something this important does not come easy. At times, conducting user research can feel as though it is full of barriers, but it can be easier to manage with some upfront organization. 

Join us for a case study of how the recently centralized Quality Payment Program’s (QPP) human-centered design team learned to be effective by scaling and streamlining the research processes. Highlights will include lessons learned when setting up a user research panel in Salesforce, creating a research repository in EnjoyHQ, and measuring the experience with a modified version of Forester’s Customer Experience Index. 

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