ISG Playbook
APIs
HCD 101 - An Introduction to HCD for CCSQ
Human-Centered Design (HCD) is the process we use to understand the people for whom we are writing policies and creating programs and services for at CMS. The successful practice of HCD means we are meeting the mission of CMS: "to ensure that the voices and needs of the populations we represent are present as the agency is developing, implementing, and evaluating its programs and policies." HCD can be applied to any type of work at CMS, including products, services, and even policy.
Following the six-step HCD process that we use at CMS, the training workshop will introduce you to HCD and reinforce knowledge with activity-based group learning.
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HCD 104 - Journey Map Training for CCSQ
Understanding the customers’ holistic experience with CMS can help you identify both customer pain points and opportunities for improving the customer experience. Journey maps, a commonly used human-centered design (HCD) tool, create empathy by depicting the customers’ perspective as they interact with different touchpoints throughout their experience with CMS.
During this online training, attendees will learn how journey maps can be a useful human-centered design tool. They will finish the course with the skills to create and use a journey map to communicate insights, engage cross-department team members, and provoke change through the findings in this tool.
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HCD 202 - Persona-Driven Backlog Prioritization
The art and science of determining what to build, and when, is often a convoluted process driven by business viability and technical feasibility. But what if prioritization could include what provides the greatest value to our customers?
During this online training, attendees will learn the Kano Method and other techniques for prioritizing backlogs in an intentional, quantitative way that eliminates stakeholder bias and provides the best customer value.
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HCD 102 - Personas: Gain Empathy for Improved Ideation and Implementation for CCSQ
Understanding your customers is foundational to human-centered design (HCD). How do you create a shared understanding of your customers across a team and leverage customer research? Personas, a fictitious yet realistic representation of your target customers, can help you do just that.
During this online training, attendees will learn the benefits of using personas to drive creativity in their roles at CMS or the HCQIS Community. They will finish the course with the skills needed to use personas to develop empathy for their customers and power ideation for product features and customer experience improvements.
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HCD 105 - Survey Design Training for CCSQ
Surveys are one of the most frequently used methods of collecting information from a group of people. Yet perhaps because we’ve taken so many surveys throughout our lives, it’s easy to discount the rigor and planning necessary to gain meaningful information.
During this online training, attendees will learn about a survey life cycle, general guidelines, best practices in survey design, and how to avoid common problems while gaining insights into this popular research method. They will finish the course with the skills to create surveys following a seven-step process including how to define goals, write straightforward questions, and obtain accurate and meaningful results.
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HCD 203 - Leading a Mature HCD Practice
Whether your team is new to Human-Centered Design or working to mature its existing practices, this course is for anyone who would like to be an effective agent of change in bringing the customer to the forefront of decision-making.
During this online training, attendees will learn to champion the value of HCD; to assess a team's maturity; and to implement a strategy that will lead to meaningful change.
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HCD 103 - Site Analytics Training for CCSQ
Human-centered design (HCD) practices should be applied iteratively throughout a product’s development and delivery lifecycle, even after functionality has been released. When working towards continuous improvement, site analytics tools can help you gather both qualitative and quantitative usability data and make informed iterative improvements.
During this online training, attendees will learn how site analytics can help teams improve the design and functionality of product solutions. They will finish the course with the skills to use common site analytics tools to improve customer satisfaction.
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HCD 201 - Better Together: Achieving great outcomes with Lean, Agile, and Human-Centered Design
There is a common misconception that design and development are at odds. One prioritizes understanding and the other prioritizes solutioning. Lean, agile, and human-centered design philosophies are meant to be complementary approaches to getting work done.
During this online, two-hour training co-facilitated by the CCSQ Lean-Agile Center of Excellence (LACE) and the Human-Centered Design Center of Excellence (HCD CoE), attendees will discuss and explore how teams can thoughtfully share these responsibilities and achieve a balanced approach to delivery.
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