Research Operations: Approaches to Recruitment and Knowledge Management

Research Operations: Approaches to Recruitment and Knowledge Management 

Research is the cornerstone to human-centered design process and understanding user and customer needs that builds solutions, strategy and results. Yet, we are challenged in multiple ways in how to conduct, share insights and build knowledge, while navigating sensitive records management (PII) and organizational challenges. 

This month’s Community of Practice will include a diverse and rich community panel of researchers, digital experts, and HCD leaders discussing and debating research operations moderated by Rob Fay, HCD Center of Excellence Lead. The panel will discuss and share knowledge, paths to success, contribute advice and provide contextual experiences. You will learn about approaching, conducting, recruiting, using methods and building organizational research for strong knowledge management. This session is highly suitable for working practitioners, team leaders and leadership. 

The session may cover topics including: 

• Recruiting,  
• Records management (including PII),  
• Paperwork Reduction Act,
• Knowledge management (synthesis, collaboration, findings), 
• Research tools, and  
• Ways CMS can better support research operations.

Rob Fay (Moderator) - HCD Center of Excellence Lead, Center for Clinical Standards & Quality at CMS 

Rob works for Tantus Technologies, supporting their Portfolio, Program, and Project Management (PM3) contract with CCSQ's Information Systems Group (ISG). In this role, he leads CCSQ's HCD Center of Excellence, partnering with stakeholders throughout the enterprise to ensure that CMS products, services, and even policies reflect the voice of the customer. 

Pam Drouin - UX Research Lead, Center for Medicaid and CHIP Services (MACFin) at CMS 

Pam is a UX Research Lead with the Medicaid and CHIP Financial (MACFin) team, which is the financial reporting system that executes quarterly budgeting and expenditures processes. Pam works for A1M Solutions, a small, woman-owned company that supports the entire government program ecosystem, promoting better health outcomes for all. She collaborates on a shared research repository as part of the MACBIS HCD CoP ResearchOps. Pam's background is in UX design, while her prior career was in library and information science. 

Kevin Hoffman - Director of Design, Office of the CTO at VA 

Kevin is the Director of Design for the Department of Veterans Affairs Office of the CTO, managing VA.gov and leading the Veteran account experience, which helps millions of Veterans of the US Armed Forces get the benefits they’ve earned. Previously, he was the Vice President of Design at Capital One, and the founder of a design consultancy, Seven Heads Design. He is the author of the Rosenfeld Media book Meeting Design for Makers, Managers and Everyone, and regularly teaches workshops and speaks to teams about improving meetings in their work. 

Kimberly Hyde - Senior UX Researcher, Center for Clinical Standards & Quality (iQIES) at CMS 

Kim is a Senior UX Researcher with the iQIES program; supporting the collection and management of healthcare provider survey data. She is particularly passionate about advocating for those whose voices are often left out of the software development process and disseminating knowledge of HCD concepts beyond the borders of the UX team. Outside of work, Kim is an avid traveler, architecture nerd, and mother to (almost) 3 young children. 

Antwyn Jackson - HCD/UX Designer, Center for Clinical Standards & Quality (HIDS) at CMS 

Antwyn is an experienced HCD Analyst and UX Designer that has had the opportunity to work for both private and public companies.  His mix of experience has given him great insight into research, strategy, and design philosophies. 

Kiel McLaughlin - Senior UX Design Researcher, Center for Clinical Standards & Quality (QPP) at CMS 

Kiel is a Senior UX Design Researcher with Agile Six and has supported the Quality Payment Program (QPP) since 2019. Kiel has worked in Civic Tech since 2015 and graduated from the University of Baltimore Interaction Design & Information Architecture program. 

Mathais Rechtzigel - Design Technologist, Office of the Administrator, Digital Services at CMS 

Mathias Rechtzigel is a Design Technologist and Educator based in Minnesota at the Digital Service at the Centers for Medicare and Medicaid Services (CMS). Mathias’s background at the intersection of design, technology, and education, has influenced projects across the Treasury Department, Bureau of the Fiscal Service, Federal Reserve, and CMS. 

The presentation slides and recording will be available following the session on Confluence. 

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When: Thursday, March 30, 1 PM ET

Where: Zoom, meeting ID 825 1230 8285, pass 240154