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Objective
To define the current state end-stage renal disease (ESRD) ecosystem of people, processes, and systems and represent this understanding of each so teams can be better equipped to identify and solve the right problems more efficiently.
Problem
CMS CCSQ product and program teams, being so focused on their immediate work, that they sometimes do not always understand how their work influences and is influenced by other groups (i.e., people), systems, policies, and processes that may or may not be something they can control. This lack of a shared understanding impacts the efficacy of their work. Some of the symptoms of this problem include:
Stakeholders are unaware of the overall architecture of the ecosystem and the connections within it.
Broken communication, not knowing where to go/what resources and services exist
Stakeholders are unaware of the magnitude of the problem and do not understand the full picture
Stakeholders only have a partial myopic "inside-out" view, but need to gain a holistic customer-centric view
Solution
The goals of this project include:
EQRS stakeholders reach consensus about the people, process, policy, and systems that define the ecosystem
EQRS communication is more effective across groups
An artifact is created as a starting point to visualize the defined ecosystem
Stakeholders gain a customer-centric view of this ecosystem
Stakeholders leverage this viewpoint to identify customer needs and pain points and use human-centered design methods and activities to drive innovative solutions
The milestones of this project include:
Met with EQRS project leadership to understand the problem
Created a project brief to outline the who, what, where, when, and why for all project stakeholders
Planned and prepared for 6 discovery workshops meant to define the ecosystem
Due to limited participation and lacking key representation, the team pivoted to shorten the number of workshops and reduced participants to a smaller core team
Identified and defined 7 entities in the ecosystem
Added details to these 7 entities and validated these details
Community of Practice Emails: "CCSQ HCD-CoP Notify"
What is an Ecosystem?
An ecosystem is a network of people interacting with products or services. Ecosystems include users, the practices they perform, the information they use and share, the people with whom they interact, the services available to them, the devices they use, and the channels through which they communicate.