Human-Centered Design

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The HCD process at CMS is a framework for describing design thinking as a continuous improvement philosophy. While the number and naming of "steps" or "phases" may differ between frameworks, they all focus on customer empathy and engagement as a way to solve the right problem the right way.

Learn about the steps and methods used at each phase of the Human-Centered Design process. 

Initiate Phase

INITIATE PHASE

Create a shared understanding of the problem that you're trying to solve; Who, What, Where and How



Immerse Phase

IMMERSE PHASE

Gain empathy by talking to and observing your customers.

Synthesize Phase

SYNTHESIZE PHASE

Sense-making by gathering available research, data, information to find themes, organizing into patterns and discovering insights.

Ideate Phase

IDEATE PHASE

Ideas without limits.

Prototype Phase

PROTOTYPE PHASE

Reduce your ideas to those that are desirable, feasible and viable, and make as interactive as possible so you can get feedback about the experience.

Implement Phase

IMPLEMENT PHASE

You are not done. Continue to iterate, refine and enhance based on user feedback and metrics


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