Human-Centered Design

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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

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titleOVERVIEW

The HCD process at CMS is a framework for describing design thinking as a continuous improvement philosophy. While the number and naming of "steps" or "phases" may differ between frameworks, they all focus on customer empathy and engagement as a way to solve the right problem the right way.

Learn about the steps and methods used at each phase of the Human-Centered Design process. 

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titleINITIATE
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The first phase of the HCD process, in which existing data is collected, scope is defined, and a project brief is created.

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titleIMMERSE

The second phase of the HCD process, in which a research plan is developed and the team immerses themselves in the customer's experience.

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titleSYNTHESIZE

The third phase of the HCD process, in which analysis & interpretation of data occurs, themes, insights and customer pain points are identified.

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titleIDEATE

The fourth phase of the HCD process, is to dream up many potential solutions, generating ideas via sketching, and co-designing with users and other stakeholders.

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titlePROTOTYPE

The fifth phase of the HCD process, is to create an interactive solution that simulates how things should actually work, to elicit feedback, refine and test.

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titleIMPLEMENT

The last phase of the HCD process, is to develop a solution, track metrics, manage and communicate change, improve roll-out.

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


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HCD @

HCD @ CMS is the process we

use use

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

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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)
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