ISG Playbook
APIs
HCD 101 - An Introduction to HCD for CCSQ
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 can be applied to any type of work at CMS, including products, services, and even policy.
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HCD 104 - Journey Map Training for CCSQ
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.
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HCD 202 - Persona-Driven Backlog Prioritization
The art and science of determining what to build, and when, is often a convoluted process driven by business viability and technical feasibility. But what if prioritization could include what provides the greatest value to our customers?
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HCD 102 - 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.
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HCD 105 - Survey Design Training for CCSQ
Surveys are one of the most frequently used methods of collecting information from a group of people. Yet perhaps because we’ve taken so many surveys throughout our lives, it’s easy to discount the rigor and planning necessary to gain meaningful information.
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HCD 203 - Leading a Mature HCD Practice
Whether your team is new to Human-Centered Design or working to mature its existing practices, this course is for anyone who would like to be an effective agent of change in bringing the customer to the forefront of decision making.
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HCD 103 - Site Analytics Training for CCSQ
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.
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HCD 201 - Better Together: Achieving great outcomes with Lean, Agile, and Human-Centered Design
There is a common misconception that design and development are at odds. One prioritizes understanding and the other prioritizes solutioning. Lean, agile, and human-centered design philosophies are meant to be complementary approaches to getting work done.
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