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Personas: Gain Empathy for Improved Ideation and Implementation for CCSQ  

Understanding your customers is foundational to human-centered design (HCD). How do you create a shared understanding of your customers across a team and leverage customer research? Personas, a fictitious yet realistic representation of your target customers, can help you do just that.

During this online training, attendees will learn the benefits of using personas to drive creativity in their roles at CMS or the QNet Community. They will finish the course with the skills needed to use personas to develop empathy for their customers and power ideation for product features and customer experience improvements.

• Duration: 4 hours  
• Level: Introductory 
• Prerequisites: Completion of Foundational Learning Path (FLP) courses HCD 101 Introduction to HCD and LACE Agility Foundations.
• Companion Courses: HCD 104 Customer Empathy Through Journey Mapping
• Attendee types: Everyone in Application Development (ADO) teams, Program leaders, Policy staff and management roles.
• Class type: Remote
• Objectives:  After completing the training, the learner will understand what a persona is and why we use them, experience the creative process using personas for empathy and collaborative ideation, and understand practical uses application of personas in product and service development.