Services
The Human-Centered Design Center of Excellence, known for its consumer-centric approach to problem-solving, offers holistic services to CMS, and specifically, to the CCSQ community. Recognizing the importance of understanding and addressing the intrinsic needs of customers, our HCD strategists work diligently to integrate empathy-driven methodologies into product, service, and policy design. Through consulting, training, workshopping and more, our team ensures that solutions not only meet business requirements but resonate deeply with customers, fostering meaningful connections and ensuring enhanced customer satisfaction. The team seeks to serve you by providing the following services: |
How We Can Help
Creators and change-makers often need support and expertise beyond their team. The Human-Centered Design team works one-on-one with individuals and teams who want guidance, workshops, and feedback. This is currently limited to the ISG community (or to the CCSQ community with COR approval). For others outside of ISG & CCSQ visit our Office Hours page to learn more about when and how we can help you.
We deliver a valuable consulting service that seeks to ingrain the principles of HCD throughout the organization and make it a core competency. The focus is on aligning customer needs with business decisions, enabling the swift delivery of significant solutions, while also enhancing their HCD maturity..
The consulting team comprises Senior Human-Centered Design Strategists with vast tactical expertise and practical knowledge in research and design fields.
If you or your team might benefit from some outside consulting assistance, reach out today so we can discuss your needs and goals.
Our Guiding Principles for Consulting
Improve policies, products, and services through the critical involvement of customers in the creative problem-solving process
Grow organizational knowledge of how to implement the HCD process and to address future challenges
Increase staff capacity to implement the HCD process Generate shared knowledge on the HCD process and understand our customers deeply, how well we serve them, and where there are opportunities for better service delivery
Our Consulting Domains
Design Evaluation: This systematic, expert review or Heuristic Evaluation of a product or service design against established usability principles helps identify potential usability issues. This process guides improvements, ensuring an optimized and customer-centric final product.
Design Process: The service applies insights from research to shape your process in developing a visual representation of an experience, service, or policy. Through a range of design methods and activities, solutions are created to ensure that the product or service aligns with the needs and goals of the target customer. Common design methods encompass information architecture, prototyping, visual design, and instructional design.
Office Hours: Our office hours are designed in a “lean coffee” format, where we explore HCD topics chosen by members of the community.
Maturity Evaluation: HCD CoE helps evaluate the organization's maturity level in terms of the adoption and implementation of HCD. This involves a comprehensive assessment of current processes, workflows, tools, and the skill set of team members. The outcome of this evaluation allows organizations to understand their current state, identify gaps, and create an effective roadmap for enhancing their HCD maturity.
Program Observation: Our team carries out detailed observation of your programs to enhance its HCD maturity. We attend your planning meetings and provide targeted guidance to integrate HCD best practices for the creation of customer-centric products and services.
Recognized as a cornerstone of HCD, research connects directly with the customer, enabling the evaluation and construction of experiences, services, or policies. We offer essential guidance and insights into government policies, such as the Paperwork Reduction Act, advise on best practices and research methods to arm your business with insight into their customers/users' needs and goals for your product or service. Some prevalent research methods include surveys, interviews, card sorting, and usability testing.
The HCD CoE's consulting services aim to integrate the human-centered approach into operations, fostering a culture of empathy, and a commitment to addressing users' needs and goals in the design and delivery of services.
Which services are best for me?
Although our services focus on all CCSQ groups, we especially recommend the following services for teams: