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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.

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: Beginner
  • Prerequisites: Recommend completion of Foundational Learning Path (FLP) courses HCD 101 Introduction to HCD and LACE Agility Foundations.
  • Companion Courses: Consider HCD 104 Customer Empathy Through Journey Mapping
  • Attendee types: All CMS development teams, leaders, SMEs, policy staff, management supporting CMS policy, business, products and services.
  • Class type: Remote w/ interactive and collaborative exercises.
  • 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 application of personas in product and service development.

Upcoming Sessions:

 Contact us at HCD@cms.hhs.gov for questions about the training.


Who Will Benefit?

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Certificate for HCD 102

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Related Courses

• HCD 102

• HCD 103

Testimonials
  • "The speakers were entertaining and very knowledgeable. They made the training fun."
  • "The breakout rooms were very beneficial. It helped reinforce the concepts that were being presented."
  • "The exercises were thought-provoking and easy to apply in day-to-day work tasks."
  • "I enjoyed the activities that gave us an opportunity to pilot some of the strategies we were learning."
  • "The exercises were thought-provoking and easy to apply in day-to-day work tasks."


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