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title	Welcome

Welcome

Introducing the HCD Playbook for digital innovation at CCSQ, a valuable resource tailored to stakeholders at the Centers for Medicare and Medicaid Services (CMS) Center for Clinical Standards and Quality (CCSQ). This playbook offers a comprehensive guide to applying human-centered design principles in public healthcare, aligning with key principles for innovation. This playbook offers guidance on essential topics that are pivotal to fostering a thriving community and achieving success in customer research at CCSQ.

Within this playbook, stakeholders will find practical guidance and tools that empower them to embrace customer-centered approaches.

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title	CMS Design System

CMS Design System

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Background

The Centers for Medicare & Medicaid Services (CMS) wants all teams working on digital projects to build consistent, responsive, and accessible experiences. According to Scott Weber, Managing Staff Designer for the CMS Design System,

“A design system is a collection of reusable components both in design and in code, guided by clear documentation and standards, that can be assembled together to build web experiences and can be easily updated within products.”

Scott argues that CMS’ design system is important because it:

Allows designers and developers to create quickly and at scale.
Allows product teams to focus on larger, more complex problems.
It creates a unified language within and between cross-functional teams and products.
It creates visual consistency across products, departments, and experiences.
It can serve as a tool and reference for junior-level product team members.

Further, in a government setting like CMS governed by many isolated contracts, adherence to a design system can increase public trust while reducing taxpayer resource costs.

Getting Started

We encourage you to review the the CMS Design System resources for developers and designers and consider watching an overview presentation from Scott at our May 2022 Community of Practice event. If you need help sharing this resource with your teams or determining best practices for leveraging and contributing to the design system, please reach out to us.

Additional Resources

For more information on the CMS Design System, please visit our Design System page click here.

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title	Customer Surveys

Customer Surveys

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SYNTHESIZE

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.

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<iframe width="512" height="288" src="https://www.youtube.com/embed/IRTgq7LJI9s?list=PLOQJj-pXD3eXJI00xGFoUQs2nCemCkmB4" title="YouTube video player" frameborder="0" allow="accelerometer; autoplay; clipboard-write; encrypted-media; gyroscope; picture-in-picture" allowfullscreen></iframe>

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METHODS

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LEARNING VIDEOS

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<iframe width="100%" height="250" src="https://www.youtube.com/embed/9gM8K4ooavY" frameborder="0" allow="accelerometer; autoplay; encrypted-media; gyroscope; picture-in-picture" allowfullscreen></iframe>

UX Design Basics: Mental Models

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In this video, Jamal Nichols explains Mental Models, a core concept in User Centered Design. (Jamal Nichols | 3/25/17)

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How to Make a Mind Map - The Basics?

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This clip, provided by MacGrercy Consultants () shows you the basics of how to make a mind map. The intention is to show you the main points to get you started. Further clips with more details and examples will soon be added. (MacGrercy Consultants | 5/6/2009)

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Affinity Diagram- Design Thinking Book

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title	Details

MJV Technology & Innovation

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(UXClub.com | 10/24/17)

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title	Heuristic Evaluations

Heuristic Evaluation

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IDEATE

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.

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<iframe width="512" height="288" src="https://www.youtube.com/embed/UAqrOyk_CHc?list=PLOQJj-pXD3eXJI00xGFoUQs2nCemCkmB4" title="YouTube video player" frameborder="0" allow="accelerometer; autoplay; clipboard-write; encrypted-media; gyroscope; picture-in-picture" allowfullscreen></iframe>

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METHODS

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LEARNING VIDEOS

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<iframe width="100%" height="250" src="https://www.youtube.com/embed/xXsHI_VlhmY" frameborder="0" allow="accelerometer; autoplay; encrypted-media; gyroscope; picture-in-picture" allowfullscreen></iframe>

IDEO: Brainstorming and Other Ideation Techniques | David and Tom Kelley

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David and Tom Kelley of IDEO discuss alternatives to traditional brainstorming. (Stanford Biodesign | 2/6/2016)

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<div style="position:relative;height:0;padding-bottom:100%"><iframe width="100%" height="250" src="https://www.linkedin.com/learning/embed/ux-design-4-ideation/welcome?claim=AQHdnCVKouFCVgAAAWhMtzWStSzGoNPSLVjeuR9l__5aytI_rodAPvPtrgJ-DvNUTLq7sY9tMlvwrmXr0aVNhV3mSd1nxjjqlXaZtSM1eZE4aABjmTmG9bWtaKJFtxJjBvjFccVgGmBVL-hDhX0dU_fL8-J97trOBP68_9H8bOV-E9h0lFkNlcXoHlRD3Ime3XgUn6k2ejfmrqSYfyKLmIYV75F0q7pSrDrOd2qmtQ7eC4znHsCdfaVB9MZYwPv1UKCyjDoQAlwUznv_hj0hDJyOlzFhHmdY4HX3WRldvRamgZS-Id_p--YUTdnGRpLQwP-19OPHc5Ai0LdXg9_10AVX-GumBxCGnP-BQCGgWgX20S59UnTUgcV6Zfn5FJew2Ahmw6DXfOx98uuTGGo5mfI0H9Fmd6oiExpAejCTUM9YANva4N_P0HyaopQwxBchHroGLTBbj1wZ47FRVyiz_VODObEU-2lC_l5ArtOpHukMxKzcBcRFoKa1Gzyl-m1b0oYYV0uyqWk8py4vAyIYQmYpdqB371P1kDSXwoaoqsl-5KLZP_yLdhlZdX7JumBTBdIowVw79vRN" mozallowfullscreen="true" webkitallowfullscreen="true" allowfullscreen="true" frameborder="0" style="position:absolute;width:100%;height:100%;left:0"></iframe></div>

Course UX Design: 4 Ideation | Chris Nodder, LinkedIn Learning instructor

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In this installment of UX Design Techniques, Chris Nodder explores a variety of ideation techniques. Chris explains how to brainstorm in a way that lets all members of a team, not just the designers, contribute to a product's overall direction. (Chris Nodder | Linkedin Learning)

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title	Maturity Model

Maturity Model

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PROTOTYPE

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.

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<iframe width="512" height="288" src="https://www.youtube.com/embed/LWGCxTvEaHg?list=PLOQJj-pXD3eXJI00xGFoUQs2nCemCkmB4" title="YouTube video player" frameborder="0" allow="accelerometer; autoplay; clipboard-write; encrypted-media; gyroscope; picture-in-picture" allowfullscreen></iframe>

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METHODS

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LEARNING VIDEOS

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<iframe width="100%" height="250" src="https://www.youtube.com/embed/v8JJrDvQDF4" frameborder="0" allow="accelerometer; autoplay; encrypted-media; gyroscope; picture-in-picture" allowfullscreen></iframe>

User Testing: Why & How

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There is no excuse for not performing usability studies. They’re fast and cheap, and very convincing. Test with representative customers using realistic task, then be amazed by what you observe. (Jakob Nielsen, NNgroup |5/25/2018)

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Usability Testing w. 5 Users: Design Process | Jakob Nielsen

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Formative usability testing is best done with a small number of study participants, so that you have time and budget to test more design iterations of the user interface.

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<iframe width="100%" height="250" src="https://www.youtube.com/embed/bNh54LNUtv8" frameborder="0" allow="accelerometer; autoplay; encrypted-media; gyroscope; picture-in-picture" allowfullscreen></iframe>

How to Create a UX Storyboard

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This clip provided by NN/g, describes how storyboards fit within the UX design process, and the steps needed to make a successful storyboard to visualize a workflow, customer journey, or user story. (Nielsen Norman Group(NN/g) | 8/19/16)

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<iframe width="100%" height="250" src="https://www.youtube.com/embed/aDqbMOI13o4" frameborder="0" allow="accelerometer; autoplay; encrypted-media; gyroscope; picture-in-picture" allowfullscreen></iframe>

Low fidelity prototype testing of the Youtube website

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The paper based prototype was created to test the initial concept and improved interface. Solutions were developed using a range of UX methodologies and techniques. (UX Playground | Jun 11, 2015)

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title	Participant Database

Participant Database

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IMPLEMENT

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.

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<iframe width="512" height="288" src="https://www.youtube.com/embed/VIllrc1eUCs?list=PLOQJj-pXD3eXJI00xGFoUQs2nCemCkmB4" title="YouTube video player" frameborder="0" allow="accelerometer; autoplay; clipboard-write; encrypted-media; gyroscope; picture-in-picture" allowfullscreen></iframe>

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METHODS

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LEARNING VIDEOS

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<iframe width="100%" height="250" src="https://www.youtube.com/embed/zQcoEsX5Vjw" frameborder="0" allow="accelerometer; autoplay; encrypted-media; gyroscope; picture-in-picture" allowfullscreen></iframe>

The New Change Management

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Illustrations animated from Dick Axelrod's new book - Terms of Engagement. Chapter 2: The New Change Management

Joe Lafferty | 9/19/2010

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<iframe width="100%" height="250" src="https://www.youtube.com/embed/Nf4wHQeMioc" frameborder="0" allow="accelerometer; autoplay; encrypted-media; gyroscope; picture-in-picture" allowfullscreen></iframe>

How to Measure Usability & UX

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title	Details

This webinar will explain the advantages of the 3 most recognized methods for measuring Usability & User Experience of a product or service: SUS (System Usability Scale), Supr -- Q and UX Score. (UserZoom, 3/14/14)This webinar will explain the advantages of the 3 most recognized methods for measuring Usability & User Experience of a product or service: SUS (System Usability Scale), Supr -- Q and UX Score. (UserZoom, 3/14/14)

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<iframe width="100%" height="250" src="https://www.youtube.com/embed/u_gMHVmuzWM" frameborder="0" allow="accelerometer; autoplay; encrypted-media; gyroscope; picture-in-picture" allowfullscreen></iframe>

Statistical Significance in UX

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title	Details

(NNgroup | 2/15/2019)

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title	Personas

Personas

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IMPLEMENT

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.

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HTML

<iframe width="512" height="288" src="https://www.youtube.com/embed/VIllrc1eUCs?list=PLOQJj-pXD3eXJI00xGFoUQs2nCemCkmB4" title="YouTube video player" frameborder="0" allow="accelerometer; autoplay; clipboard-write; encrypted-media; gyroscope; picture-in-picture" allowfullscreen></iframe>

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METHODS

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LEARNING VIDEOS

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<iframe width="100%" height="250" src="https://www.youtube.com/embed/zQcoEsX5Vjw" frameborder="0" allow="accelerometer; autoplay; encrypted-media; gyroscope; picture-in-picture" allowfullscreen></iframe>

The New Change Management

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title	Details

Illustrations animated from Dick Axelrod's new book - Terms of Engagement. Chapter 2: The New Change Management

Joe Lafferty | 9/19/2010

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<iframe width="100%" height="250" src="https://www.youtube.com/embed/Nf4wHQeMioc" frameborder="0" allow="accelerometer; autoplay; encrypted-media; gyroscope; picture-in-picture" allowfullscreen></iframe>

How to Measure Usability & UX

Expand

title	Details

This webinar will explain the advantages of the 3 most recognized methods for measuring Usability & User Experience of a product or service: SUS (System Usability Scale), Supr -- Q and UX Score. (UserZoom, 3/14/14)This webinar will explain the advantages of the 3 most recognized methods for measuring Usability & User Experience of a product or service: SUS (System Usability Scale), Supr -- Q and UX Score. (UserZoom, 3/14/14)

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<iframe width="100%" height="250" src="https://www.youtube.com/embed/u_gMHVmuzWM" frameborder="0" allow="accelerometer; autoplay; encrypted-media; gyroscope; picture-in-picture" allowfullscreen></iframe>

Statistical Significance in UX

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title	Details

(NNgroup | 2/15/2019)

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title	PII

Personally Identifiable Information

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IMPLEMENT

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.

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HTML

<iframe width="512" height="288" src="https://www.youtube.com/embed/VIllrc1eUCs?list=PLOQJj-pXD3eXJI00xGFoUQs2nCemCkmB4" title="YouTube video player" frameborder="0" allow="accelerometer; autoplay; clipboard-write; encrypted-media; gyroscope; picture-in-picture" allowfullscreen></iframe>

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METHODS

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LEARNING VIDEOS

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<iframe width="100%" height="250" src="https://www.youtube.com/embed/zQcoEsX5Vjw" frameborder="0" allow="accelerometer; autoplay; encrypted-media; gyroscope; picture-in-picture" allowfullscreen></iframe>

The New Change Management

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title	Details

Illustrations animated from Dick Axelrod's new book - Terms of Engagement. Chapter 2: The New Change Management

Joe Lafferty | 9/19/2010

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<iframe width="100%" height="250" src="https://www.youtube.com/embed/Nf4wHQeMioc" frameborder="0" allow="accelerometer; autoplay; encrypted-media; gyroscope; picture-in-picture" allowfullscreen></iframe>

How to Measure Usability & UX

Expand

title	Details

This webinar will explain the advantages of the 3 most recognized methods for measuring Usability & User Experience of a product or service: SUS (System Usability Scale), Supr -- Q and UX Score. (UserZoom, 3/14/14)This webinar will explain the advantages of the 3 most recognized methods for measuring Usability & User Experience of a product or service: SUS (System Usability Scale), Supr -- Q and UX Score. (UserZoom, 3/14/14)

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<iframe width="100%" height="250" src="https://www.youtube.com/embed/u_gMHVmuzWM" frameborder="0" allow="accelerometer; autoplay; encrypted-media; gyroscope; picture-in-picture" allowfullscreen></iframe>

Statistical Significance in UX

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title	Details

(NNgroup | 2/15/2019)

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title	PRA

Paperwork Reduction Act

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IMPLEMENT

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.

Panel

borderWidth	0

HTML

<iframe width="512" height="288" src="https://www.youtube.com/embed/VIllrc1eUCs?list=PLOQJj-pXD3eXJI00xGFoUQs2nCemCkmB4" title="YouTube video player" frameborder="0" allow="accelerometer; autoplay; clipboard-write; encrypted-media; gyroscope; picture-in-picture" allowfullscreen></iframe>

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METHODS

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LEARNING VIDEOS

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<iframe width="100%" height="250" src="https://www.youtube.com/embed/zQcoEsX5Vjw" frameborder="0" allow="accelerometer; autoplay; encrypted-media; gyroscope; picture-in-picture" allowfullscreen></iframe>

The New Change Management

Expand

title	Details

Illustrations animated from Dick Axelrod's new book - Terms of Engagement. Chapter 2: The New Change Management

Joe Lafferty | 9/19/2010

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<iframe width="100%" height="250" src="https://www.youtube.com/embed/Nf4wHQeMioc" frameborder="0" allow="accelerometer; autoplay; encrypted-media; gyroscope; picture-in-picture" allowfullscreen></iframe>

How to Measure Usability & UX

Expand

title	Details

This webinar will explain the advantages of the 3 most recognized methods for measuring Usability & User Experience of a product or service: SUS (System Usability Scale), Supr -- Q and UX Score. (UserZoom, 3/14/14)This webinar will explain the advantages of the 3 most recognized methods for measuring Usability & User Experience of a product or service: SUS (System Usability Scale), Supr -- Q and UX Score. (UserZoom, 3/14/14)

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<iframe width="100%" height="250" src="https://www.youtube.com/embed/u_gMHVmuzWM" frameborder="0" allow="accelerometer; autoplay; encrypted-media; gyroscope; picture-in-picture" allowfullscreen></iframe>

Statistical Significance in UX

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title	Details

(NNgroup | 2/15/2019)

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Versions Compared

Old Version 12

New Version 13

Key

Welcome

CMS Design System

Background

Getting Started

Additional Resources

Customer Surveys

SYNTHESIZE

Affinity Diagram- Design Thinking Book

Heuristic Evaluation

IDEATE

Maturity Model

PROTOTYPE

Participant Database

IMPLEMENT

How to Measure Usability & UX

Personas

IMPLEMENT

How to Measure Usability & UX

Personally Identifiable Information

IMPLEMENT

How to Measure Usability & UX

Paperwork Reduction Act

IMPLEMENT

How to Measure Usability & UX