Upcoming Training

Survey Design Best Practices

When	What	Where
30 Mar 2022 1:00 pm-3:00 pm EST	Survey Design Best Practices	Remote

Gain an introductory understanding of survey design.

When	What	Description
09 Feb 2022 ; 10:00 am - 3:00 pm EST	Customer Empathy Through Journey Mapping	Understanding the customers’ holistic experience with CMS can help you identify both customer pain points and opportunities for improving the customer experience. Journey maps, a commonly used human-centered design (hcd) tool, create empathy by depicting the customers’ perspective as they interact with different touchpoints throughout their experience with CMS. During this online, four-hour training, attendees will learn how journey maps can be a useful human-centered design tool. They will finish the course with the skills to create and use a journey map to communicate insights, engage cross-department team members, and provoke change through the findings in this tool.

When	What	Description
2 days; 10:00 a.m. - 3:00 p.m. EST	HCD-101 Intro to HCD	Human-Centered Design (HCD) is the process we use to understand the people for whom we are writing policies and creating programs and services for at CMS. The successful practice of HCD means we are meeting the mission of CMS: "to ensure that the voices and needs of the populations we represent are present as the agency is developing, implementing, and evaluating its programs and policies." HCD is part of ISG's mission, but it can be applied to any type of work at CCSQ, including products, services, and even policy. Following the six-step HCD process that we use at CMS, the training workshop will introduce you to HCD and reinforce knowledge with activity-based group learning.

When	What	Description
N/A	Optimizing Usability with Site Analytics	Human-centered design (HCD) practices should be applied iteratively throughout a product’s development and delivery lifecycle, even after functionality has been released. When working towards continuous improvement, site analytics tools can help you gather both qualitative and quantitative usability data and make informed iterative improvements. During this online, two-hour training, attendees will learn how site analytics can help teams improve the design and functionality of product solutions. They will finish the course with the skills to use common site analytics tools to improve customer satisfaction.

When	What	Description
N/A	Persona Training	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 HCQIS 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.

Watch short videos to learn about the methods used at each phase of the Human-Centered Design process as well as an introduction to design thinking.