Session Materials

Trust is complex, transient, and personal. Context, knowledge, awareness, privacy, respect, and other fluid considerations affect trust. How can we examine this complexity in a way that supports the work of making digital experiences? What research supports this work and how can we use practices of responsible development to make systems that earn appropriate levels of trust? What is an appropriate level of trust for complex systems? This talk will examine trust and how UX practitioners can define and measure it. 

Attendees will: 

• Understand trust and methods to explore it in their context, 
• Explore a framework to consider transitions in trust over the course of an experience, and 
• Have techniques to support appropriate trust in design. 

The Customer-Focused Research Group (CFRG) started their Human-Centered Design (HCD) work in 2017, leading cross-agency customer engagements, which informs policymaking by understanding the customer experience, uncovering burden, and identifying opportunities for improvement. When visiting onsite, customers often say they are the 'friendly feds' because the team truly listens to their perspective. In addition, the team co-creates with customers to ensure insights and illustrations accurately reflect their stories. 

 Attendees will learn: 

• Various ways to illustrate a customer's story, 
• How co-creation and design activities contribute to building trust with customers, and 
• How HCD informs policymaking and identifies areas for improvement. 

Belief in the value of qualitative user research and personas is a core principle of human-centered design (HCD) --but how often are research insights and personas used across all the disciplines that are supposed to be collaborating to create software? How often are they created and then shelved, never to be seen again by anyone outside the HCD team? Research participants trust us to make the most of their contributions to the design and development of our systems. And our user community trusts us to do the best we can to design a usable system for them. 

In the Hospital Quality Reporting Program (HQR), the HCD team has developed a research repository using Jira and Confluence accessible to many of our stakeholders, partners, and team members of the Application Development Organization (ADO). This case study will show how we created the repository, integrated personas and intend for the repository to be an integral part of the growth of our HQR system and program.    

Attendees will learn: 

• How to create a research repository with tools that are accessible to many CCSQ programs, 
• About a governance model for the repository, and 
• How to integrate research insights into system documentation and SAFe practices. 

Even though AI has advanced a lot in the past six years, the legacy AI approach has a problem: data must be consolidated in one location for the machine learning model to be trained. That means data are exposed, and the data owners lose their data privacy. Even worse, unlike tangible objects, the data exposed can be replicated to potentially hundreds and thousands of times with just a click of a mouse. That makes recovery almost impossible, and hence people now treat data privacy more seriously.  

The result is insufficient data, which creates another dilemma of hindering the growth and maturity of many AI models as they rely on data. Where should data owners draw the line to determine what they can and cannot trust? In insecurity discipline, there is a methodology called Zero-Trust. Can this be used in AI so that we trust nobody to hold our data but can still help advance AI? 

There is a new branch of AI called Federated Learning. The concept includes data consolidation to train the model, and the model is pushed out to where the data is located for training. The individual result will then be sent back for aggregation to form the final useful model. Sounds very promising, right? But can this be THE solution to solve the trust issue?  

Attendees will: 

• Understand the risk and opportunities of this technology and see In What We Trust, 
• Learn the latest trends in AI – Federated Learning, and how this technology can provide an AI model integrity, and 
• Understand the latest trends and end-user data trust. 

According to Pew Research, public trust in the government nears record lows and the federal government has recognized the need to improve the way it serves its citizens. One response has been through the publication of OMB Circular A-11 Section 280, which guides how all agencies should prioritize managing the customer experience and improving service delivery. 

Dark patterns are designs (digital or non-digital) that erode trust by intentionally or unintentionally tricking people into doing something they don't intend, want, or need. These mistakes usually cost people money and always cost them time. The purpose of this panel is not to discuss ways that the government has failed the public. Instead, the goal is to focus on examples of bad design most often seen in the commercial space and how we might respond to these examples to rebuild the public's trust in government solutions. 

Attendees will: 

• Hear diverse perspectives and ideas from a panel of design professionals, 
• Have an opportunity to learn from the mistakes of others, and 
• Understand how to leverage principles taken from lousy design to inform ideas for rebuilding trust by improving the products and services we deliver to the public.    

The talk will present a case study focusing on hepatitis B patients and an effort involving researchers from Stanford University and others to determine patient-centered tools to better understand non-compliance from the patient perspective and improve the outcomes of the disease. In addition, the project is looking for better ways to collect, manage, and communicate public health data among providers, caregivers, and patients with hepatitis B. 

This evidence highlights the need to improve patients’ disease management and adherence to their biannual monitoring and hepatocellular carcinoma (HCC) surveillance. Progress of this nature will lead to identifying individuals eligible for treatment and early detection of HCC. In addition, appropriate tools, such as those presented in session, can have a meaningful impact on patient engagement and empowerment, making adherence to care plans and better outcomes more promising.  

Attendees will: 

• Learn how human-centered design (HCD) enhances patient-provider communications and makes data more useful in a clinical setting. 
• Understand how monitoring and managing chronic hepatitis B infections lie equally on the shoulders of the patient and the healthcare provider. 

This session will include a practical review of data visualization in a public health planning, decision-making, and policy-making context while focusing on fairness, equity, and measuring the efficacy of programs over time. Includes examples of nuanced and small-seeming problems in data visualization and the large problems they can create downstream. The discussion will consist of specific techniques for governance, independent review, and ongoing quality improvement. 

Attendees will: 

• Increase their ability to spot ethical issues in data visualizations and review practical examples to correct them or mitigate the harmful impacts - both at a micro-level (visualization by visualization) or macro-level (project or project), 
• Understand what to look for on their projects and how to make corrections, and 
• Data Scientists and Analysts will walk away with new tricks or techniques related to data visualization of very complex datasets or machine-learning models.   

What happens when you have a Human-Centered Design (HCD) content strategist on your agile team? Great content things, of course! This presentation tells the tale of how a pair of HCD content strategists joined an existing CMCS agile team to round out the HCD capabilities and work on a new feature.  

HCD content strategy is all about ensuring that we speak with users in ways that make sense, provide the right message at the right time, and plan how to keep the conversation going after the release.  

How did we build trust within the experience? HCD content strategy tools include content audits, facilitated content analysis exercises, content remediation plans, and more! And content design tools, including the messaging framework, UX writing, content testing, and more!  

Join us to learn how these tools served as a foundation for building trust with customers through thoughtful, informed communication. 

Attendees will: 

• Understand how agile teams can benefit from the addition of an HCD content strategist and the use of content strategy and design tools, and 
• Learn how these tools can serve as a foundation for trust with customers through thoughtful, informed communication.