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Measuring Customer Satisfaction: Case Studies from Hospital Quality Reporting Program (HQR) and Quality Payment Program (QPP) 

This month's Community of Practice event,we’ll hear case studies from HQR and QPP to learn how they’ve implemented customer satisfaction surveys into their HCD practice. These surveys provide a continuous feedback mechanism for customers to express actionable praise and critique of CCSQ products and services. Join us to learn about aspects of customer satisfaction research at CCSQ, such as: 

  • Securing PRA coverage 
  • Survey tools used on these projects 
  • Writing customer satisfaction survey questions 
  • Leveraging site intercept survey technology 
  • How the HCD Center of Excellence can support your team’s customer satisfaction research 

The discussion will be led by HQR presenter, Lesley Humphreys, of Bellese Technologies, QPP presenter, Kiel McLaughlin, of Agile Six Applications, Inc. and Leann Down, of Huge, Inc.   

Lesley Humphreys - Human-Centered Design Lead, Bellese Technologies 
Lesley has been working in information design for 15 years, and during that time, she has been fortunate to contribute to a diverse array of government projects, including a re-architecture of the US Forest Service and U.S. Citizen and Immigration Service (USCIS) websites, the design of a new end-to-end patent review application for the US Patent and Trademark Office (USPTO), the ESRD Quality Reporting Systems (EQRS), the Medicare Payment System Modernization Program (MPSM), and currently, Hospital Quality Reporting (HQR). She is a founder of the Baltimore UX Meetup and has a User Experience Managers' Certification from the Nielsen Norman Group

Kiel McLaughlin, Research Lead - QPP Human-Centered Design, Agile Six Applications, Inc. 
Kiel is the Research Lead with the Quality Payment Program HCD team (QPP), since 2019. He has been an HCD/UX Researcher/Designer for 6 years in the government space.  Kiel graduated from the Interaction Design & Information Architecture program at University of Baltimore. Kiel lives in Baltimore, has two cats, and a 6-month-old son. 

Leann Down, MPP, MSW // - Senior Researcher, Huge, Inc.

Leann is an applied mixed-methods researcher, bringing an interdisciplinary approach to understanding the ways people engage with content, products, and technologies. Prior to joining Huge, Inc. and the Agile 6 team, Leann worked as an evaluation consultant to develop, design, evaluate, and implement new communications and sociotechnologies within nonprofit and US federal agencies, including NIST, NSF, and DOD. She holds masters degrees in public policy and social work from the University of Michigan, Ann Arbor. 

The presentation slides and recording will be available following the session on Confluence. 


When: Thursday, September 29, 1 PM ET

Where: Zoom, meeting ID 813 1725 3712, pass 050855