Event Photos

CCSQ’s 6th Annual World Usability Day was a celebration of usability and good design. Our diverse group of speakers led us in an exploration of interactive sessions, collaborative how-to presentations and customer experience strategy. Check out the highlights below!  

Welcome Address from CMS

Katie Holmes - Deputy Director, DQSGED, CCSQ, gave a welcoming invitation and offered a real-life example of design, its impact

and if it's beneficial for the user.

Keynote Presentation: Policy Design for System Health: Moving from Service Design to Systemic Design through Policy

Victor Udoewa, Service Design Lead with the CDC, provided an insightful discussion on how public service designers address

challenges that span multiple services and agencies.

Morning Plenary Session: Designing from an Emerging Future: Levels of Listening

Arthur Grau, Service Design Strategist with IntelliBridge LLC, offered a deeper understanding of how mindset influences problem-solving 

to tackle complex challenges with creative, thoughtful solutions. 

The Health and Human Services Customer Experience Initiative

Lauren Anderson, Management Analyst, and Jonathan Breems, Senior Customer Experience Strategist, with HHS, introduced

some of the key goals and strategic objectives of the HHS Customer Experience Initiative. 

Accessible Plain Language: Weaving Language, Experience, & Accessibility

Sharon Attipoe-Dorcoo, Senior Human-Centered Designer with DHS, explored how Accessible Plain Language (APL) goes beyond

simple communication to focus on people’s experiences in language services.

Afternoon Plenary Session: Virtual Reality: Leveraging Innovative Technologies to Increase Empathy

and Improve the Patient Experience

Jennifer Chapin, Customer Experience Advisor with the VA, invited the audience to explore the impact of VR training on the patient

and employee experience.  

 Building Panels to Improve Customer Experience

Suzi Soroczak, Human-Centered Design Research Straetgist with the CDC, provided insightful discussion on how to develop a user panel 

and shared examples of its successful use in research and design activities. 

Fireside Chat: Human-Centered Design and Government Space 

Corey Deahl with the HCD CoE sat down with Glennette Clark, Presidential Innovation Fellow with CMS, for an informal and interactive

fireside conversation exploring the cultural challenges of change, critical inflection points for progress to occur and what are new

horizons for consumers and the HCD practice.  

The Magic Matrix: How a “Matrix” HCD Model Can Drive Human-Centered Design Strategy on

Highly Technical Programs 

Jesse Michel, Human-Centered Design Lead with eSimplicity Inc, and Amani Moaz, Human-Centered Design Lead with CMS, provided

an engaging discussion on the challenges, lessons learned, and benefits of the matrixed approach for improving strategies and outcomes

in data-driven programs. 

WUD Audience, HCD team and Presenters

A big thank you too all our amazing presenters, to our HCD team, and to all the audience participants for making this event so fantastic!