ISG Playbook
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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
Background
The Centers for Medicare & Medicaid Services (CMS) wants all teams working on digital projects to build consistent, responsive, and accessible experiences. According to Scott Weber, Managing Staff Designer for the CMS Design System,
“A design system is a collection of reusable components both in design and in code, guided by clear documentation and standards, that can be assembled together to build web experiences and can be easily updated within products.”
Scott argues that CMS’ design system is important because it:
- Allows designers and developers to create quickly and at scale.
- Allows product teams to focus on larger, more complex problems.
- It creates a unified language within and between cross-functional teams and products.
- It creates visual consistency across products, departments, and experiences.
- It can serve as a tool and reference for junior-level product team members.
Further, in a government setting like CMS governed by many isolated contracts, adherence to a design system can increase public trust while reducing taxpayer resource costs.
Getting Started
We encourage you to review the the CMS Design System resources for developers and designers and consider watching an overview presentation from Scott at our May 2022 Community of Practice event. If you need help sharing this resource with your teams or determining best practices for leveraging and contributing to the design system, please reach out to us.
For more information on the CMS Design System, please visit our Design System page click here.
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.
LEARNING VIDEOS
UX Design Basics: Mental Models
How to Make a Mind Map - The Basics?
Affinity Diagram- Design Thinking Book
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.
LEARNING VIDEOS
IDEO: Brainstorming and Other Ideation Techniques | David and Tom Kelley
Course UX Design: 4 Ideation | Chris Nodder, LinkedIn Learning instructor
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.
LEARNING VIDEOS
User Testing: Why & How
Usability Testing w. 5 Users: Design Process | Jakob Nielsen
How to Create a UX Storyboard
Low fidelity prototype testing of the Youtube website
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.
LEARNING VIDEOS
The New Change Management
How to Measure Usability & UX
Statistical Significance in UX
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.
LEARNING VIDEOS
The New Change Management
How to Measure Usability & UX
Statistical Significance in UX
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.
LEARNING VIDEOS
The New Change Management
How to Measure Usability & UX
Statistical Significance in UX
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.
LEARNING VIDEOS
The New Change Management
How to Measure Usability & UX
Statistical Significance in UX