The HCD process at CMS is a framework for describing design thinking as a continuous improvement philosophy. While the number and naming of "steps" or "phases" may differ between frameworks, they all focus on customer empathy and engagement as a way to solve the right problem the right way.
Learn about the steps and methods used at each phase of the Human-Centered Design process.
Create a shared understanding of the problem that you're trying to solve; Who, What, Where and How
Sense-making by gathering available research, data, information to find themes, organizing into patterns and discovering insights.
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.
You are not done. Continue to iterate, refine and enhance based on user feedback and metrics
Latest Blog Post
Personas -> Journey Maps -> Service Blueprints
In Part 1 we covered the topic of Personas and the important practice of identifying, defining, and gaining empathy for the specific customers of your products and/or services.
Today, in Part 2, we explore the second step of service design, which focuses on customer Journey Mapping.