Page tree

Versions Compared


  • This line was added.
  • This line was removed.
  • Formatting was changed.
HCD at CCSQ - the process we use to understand the people for whom we are writing policies and creating programs and services.

Include Page

Include Page

Human-centered design (HCD) is an intentional process in which the needs, motivations, and limitations of the people using a product or service are considered. The HCD process focuses on user needs and characteristics, usability goals, environment, tasks, and workflow in the design of a product and the services that enable it, like communications and governance.

HCD follows a series of well-defined methods for analysis, design, and evaluation of hardware, software, and web interfaces. The HCD process is iterative, generally predictable, and repeatable. Research, design, and evaluation steps are built in from the first stage of each project, and they continue throughout to implementation.

Our team has defined the HCD process @ CMS, but the best way to learn more is to take our "Intro to HCD" course that we regularly offer to customers.

HCD is

HCD @ CMS is the process we use use to understand the people for whom we are writing policies and creating or improving programs, products and services. 

HCD is...

  • the process we use to understand the people for whom we are writing policies and creating programs and services
  • the application of systems and design thinking to identify the cross-functional policy, products, and services that define the customer experience, with the goal of improving this experience.
  • reframing problems and challenging business assumptions by observing and speaking to customers
  • a philosophy that you can effectively meet the needs and goals of your customers by balancing business viability, technical feasibility, and customer desirability

HCD is not...

  • just about a user interface (it's about the experience, which can encompass many digital and non-digital touch points)
  • just about technology (it's about the people)
  • the concern of only one person or group (its a collective responsibility)

Image Removed



Design Process & Certification

HCD Process:

  • Initiate - Create a shared understanding of the problem that you’re trying to solve; Who, What, Where, Why and How.
  • Immerse - Empathize by talking to and observing your customers.
  • Synthesize - Gather available research/data/information to find themes, organizing into patterns and discovering insights.
  • Ideate - Generate ideas without limits.
  • Prototype - 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.
  • Implement - You are not done. Continue to iterate, refine and enhance based on user feedback and metrics.

    Certification (checklist HCD DoD for agile teams):

      • Process for evaluating usability, quality and brand consistency using the CMS HCD process.
    HCD Process GraphicImage Removed

    HCD Maturity Model

    The HCD maturity model is a framework to explain the level of HCD adoption in the enterprise. Using a maturity model we can determine what the current stage and map a plan and process to help the organization continue to move to where it has fully integrated HCD in becoming a user-driven organization. 


    • The CoE works with ISG to recommend and collect product team data demonstrating a return on investment for HCD research and design activities.
    • The CoE works with ISG to define key experience indicators (KEIs) that can demonstrate increased customer satisfaction and can map to organizational objectives.
    Image Removed