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.
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.
- 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 102 Personas: Gain Empathy for Improved Ideation and Implementation
- 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 attending the remote training, attendees will be motivated to create and use a journey map to communicate insights, engage cross-department team members, and provoke change through the findings in this tool.
- Understand & advocate the benefits of journey mapping as a research method and tool for decision-making
- Understand practical uses of journey maps in product development
- Attending training that provides immediate, actionable tips and improves team collaboration and ideation.
Upcoming Sessions:
Contact us at HCD@cms.hhs.gov for questions about the training.