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HCD Playbook MVP - Placeholder



Welcome

Introducing the HCD Playbook for digital innovation at CCSQ, a valuable resource tailored to stakeholders at the Centers for Medicare and Medicaid Services (CMS) Center for Clinical Standards and Quality (CCSQ). This playbook offers a comprehensive guide to applying human-centered design principles in public healthcare, aligning with key principles for innovation. This playbook offers guidance on essential topics that are pivotal to fostering a thriving community and achieving success in customer research at CCSQ.

Within this playbook, stakeholders will find practical guidance and tools that empower them to embrace customer-centered approaches.

CMS Design System

IMMERSE

The second phase of the HCD process, in which a research plan is developed and the team immerses themselves in the customer's experience. It's intended to generate empathy by talking to and observing your customers.

METHODS

LEARNING VIDEOS

EMPATHY

Empathy lies at the heart of human centered design because people are at the center of human centered design.  It’s about understanding. In order to have true human centered design, you need to understand the people you are designing for.


Field Observations with Fresh Eyes | Tom Kelley

IDEO's General Manager, Tom Kelley, shares a case study demonstrating value opportunities that arise when designers, innovators, and entrepreneurs see with fresh eyes. He cites his company's challenge to design a new children's toothbrush. Rather than relying on industry assumptions, his team did hands-on field research and discovered new ideas on how children actually go about brushing their teeth. Subsequently, IDEO's new take on an old product became a bestseller for their client, and caused an industry-wide re-design by other toothbrush manufacturers. (Stanford eCorner | 6/8/2011)


Customer Journey Maps – the Why and What of Journey Maps (2018)

Customer journey maps are an important tool to improve customer experience with a product, service or brand. In this video you learn how you can use customer journey maps to better understand your customer and to trigger product innovations. You learn the most important basics of customer journey mapping and get to know some of the essential details of journey maps. (More than Metrics | 12/19/2017)


Interviews: How to do a user interview 

A short description on how to conduct a user interview from by Google Ventures.

Customer Surveys

SYNTHESIZE

The third phase of the HCD process, in which analysis & interpretation of data occurs, and themes, insights, and customer pain points are identified. It involves sense-making by gathering available research, data, information to find themes, organizing into patterns and discovering insights.

METHODS

LEARNING VIDEOS

UX Design Basics: Mental Models 

In this video, Jamal Nichols explains Mental Models, a core concept in User Centered Design. (Jamal Nichols | 3/25/17)


How to Make a Mind Map - The Basics?

This clip, provided by MacGrercy Consultants () shows you the basics of how to make a mind map. The intention is to show you the main points to get you started. Further clips with more details and examples will soon be added. (MacGrercy Consultants | 5/6/2009)


Affinity Diagram- Design Thinking Book


(UXClub.com | 10/24/17)

Heuristic Evaluation

IDEATE

Here we explore ideas without limits. It's in the fourth phase of the HCD process, where you dream up many potential solutions, generating ideas via sketching, and co-designing with users and other stakeholders.

METHODS

LEARNING VIDEOS

IDEO: Brainstorming and Other Ideation Techniques | David and Tom Kelley 

David and Tom Kelley of IDEO discuss alternatives to traditional brainstorming. (Stanford Biodesign | 2/6/2016)


Course UX Design: 4 Ideation | Chris Nodder, LinkedIn Learning instructor

In this installment of UX Design Techniques, Chris Nodder explores a variety of ideation techniques. Chris explains how to brainstorm in a way that lets all members of a team, not just the designers, contribute to a product's overall direction. (Chris Nodder | Linkedin Learning)

Maturity Model

PROTOTYPE

The fifth phase of the HCD process is where we create an interactive solution that simulates how things should actually work, to elicit feedback, refine and test. 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.

METHODS


LEARNING VIDEOS

User Testing: Why & How

There is no excuse for not performing usability studies. They’re fast and cheap, and very convincing. Test with representative customers using realistic task, then be amazed by what you observe. (Jakob Nielsen, NNgroup |5/25/2018)


Usability Testing w. 5 Users: Design Process  | Jakob Nielsen

Formative usability testing is best done with a small number of study participants, so that you have time and budget to test more design iterations of the user interface.


How to Create a UX Storyboard

This clip provided by NN/g, describes how storyboards fit within the UX design process, and the steps needed to make a successful storyboard to visualize a workflow, customer journey, or user story. (Nielsen Norman Group(NN/g) | 8/19/16)


Low fidelity prototype testing of the Youtube website

The paper based prototype was created to test the initial concept and improved interface. Solutions were developed using a range of UX methodologies and techniques. (UX Playground | Jun 11, 2015)

Participant Database

IMPLEMENT

You're not done just yet! Continue to iterate, refine and enhance based on user feedback and metrics. The last phase of the HCD process is intended to develop a solution, track metrics, manage and communicate change, and improve roll-out.

METHODS

LEARNING VIDEOS

The New Change Management

Illustrations animated from Dick Axelrod's new book - Terms of Engagement. Chapter 2: The New Change Management

Joe Lafferty | 9/19/2010


How to Measure Usability & UX

This webinar will explain the advantages of the 3 most recognized methods for measuring Usability & User Experience of a product or service: SUS (System Usability Scale), Supr -- Q and UX Score. (UserZoom, 3/14/14)This webinar will explain the advantages of the 3 most recognized methods for measuring Usability & User Experience of a product or service: SUS (System Usability Scale), Supr -- Q and UX Score. (UserZoom, 3/14/14)


Statistical Significance in UX

(NNgroup | 2/15/2019)


Personas

IMPLEMENT

You're not done just yet! Continue to iterate, refine and enhance based on user feedback and metrics. The last phase of the HCD process is intended to develop a solution, track metrics, manage and communicate change, and improve roll-out.

METHODS

LEARNING VIDEOS

The New Change Management

Illustrations animated from Dick Axelrod's new book - Terms of Engagement. Chapter 2: The New Change Management

Joe Lafferty | 9/19/2010


How to Measure Usability & UX

This webinar will explain the advantages of the 3 most recognized methods for measuring Usability & User Experience of a product or service: SUS (System Usability Scale), Supr -- Q and UX Score. (UserZoom, 3/14/14)This webinar will explain the advantages of the 3 most recognized methods for measuring Usability & User Experience of a product or service: SUS (System Usability Scale), Supr -- Q and UX Score. (UserZoom, 3/14/14)


Statistical Significance in UX

(NNgroup | 2/15/2019)


Personally Identifiable Information

IMPLEMENT

You're not done just yet! Continue to iterate, refine and enhance based on user feedback and metrics. The last phase of the HCD process is intended to develop a solution, track metrics, manage and communicate change, and improve roll-out.

METHODS

LEARNING VIDEOS

The New Change Management

Illustrations animated from Dick Axelrod's new book - Terms of Engagement. Chapter 2: The New Change Management

Joe Lafferty | 9/19/2010


How to Measure Usability & UX

This webinar will explain the advantages of the 3 most recognized methods for measuring Usability & User Experience of a product or service: SUS (System Usability Scale), Supr -- Q and UX Score. (UserZoom, 3/14/14)This webinar will explain the advantages of the 3 most recognized methods for measuring Usability & User Experience of a product or service: SUS (System Usability Scale), Supr -- Q and UX Score. (UserZoom, 3/14/14)


Statistical Significance in UX

(NNgroup | 2/15/2019)


Paperwork Reduction Act

IMPLEMENT

You're not done just yet! Continue to iterate, refine and enhance based on user feedback and metrics. The last phase of the HCD process is intended to develop a solution, track metrics, manage and communicate change, and improve roll-out.

METHODS

LEARNING VIDEOS

The New Change Management

Illustrations animated from Dick Axelrod's new book - Terms of Engagement. Chapter 2: The New Change Management

Joe Lafferty | 9/19/2010


How to Measure Usability & UX

This webinar will explain the advantages of the 3 most recognized methods for measuring Usability & User Experience of a product or service: SUS (System Usability Scale), Supr -- Q and UX Score. (UserZoom, 3/14/14)This webinar will explain the advantages of the 3 most recognized methods for measuring Usability & User Experience of a product or service: SUS (System Usability Scale), Supr -- Q and UX Score. (UserZoom, 3/14/14)


Statistical Significance in UX

(NNgroup | 2/15/2019)


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