Human-Centered Design

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Empowering CMS stakeholders to innovate by providing customer-first and design thinking strategies and solutions.

Where are we going?

The HCD Center of Excellence is helping CCSQ to achieve a new future where:

  • CCSQ fully idealize their UX maturity goals and design thinking permeates all aspects of the organization. 
  • Process is in place to track the quality of user experience throughout design projects and across releases.
  • Find ways to measure the ROI of UX and how it is maps to the organization's mission. (Cost Reduction, Cost Savings, Modernization.
  • Design thinking is applied in the broadest perspective possible to drive consistent customer experience.
  • UX processes are connected and integrated with other organization processes that enable individuals to work together to create the user experience of the product(s) and service(s).

ISG Goal Alignment


Goal 1:  Design quality, human-centric solutions and deliver value sooner for Business Stakeholders

Following the HCD process identifies gaps and challenges early and often, increasing certainty that the service will meet people’s needs. HCD achieves cost saving for stakeholders by decreasing help desk reliance and training needs, decreasing the need for rework of poorly understood requirements, and increasing satisfaction with the service. This supports increasing the quality and time-to-value ideas expressed in Goal 1, and directly supports the human-centric approach in the goal.

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