Human Centered Design at CMS
My Work
Note, due to a non-disclosure agreement this work requires a password to view.
Created new pathways for staff to develop design skills and apply approaches directly to their projects.
🌐 eHCD Website
A single website created to house the team’s work and communicate with the community.
📅 Room Booking Tool
A room reservation tool for employees to book rooms using the ServiceNow platform.
📚 Knowledge Repository Redesign
(coming soon) Improved findability and reuse across a multi-year knowledge repository.
Project Overview
Supported Centers for Medicare and Medicaid Services (CMS) in advancing human-centered design across multiple contracts and initiatives. My work spanned the Experience Human Centered Design program and the Modernizing CMS Payment Systems initiative, focused on embedding design practices into internal platforms and ensuring long-term delivery. Helped make research insights, design resources, and institutional knowledge more accessible, reusable, and scalable across teams while also supporting product development.
Results and Impact
- Expanded access to human-centered design training and mentorship across CMS through scalable programming.
- Improved continuity and reuse of research and design insights across contracts by redesigning internal knowledge repositories and documentation practices.
- Strengthened internal communication and adoption of design practices through platforms like the eHCD Microsite and shared collaboration tools.
- Designed reusable patterns and frameworks spanning UI components, content structures, and knowledge systems that supported consistency across teams and vendors.
Team & Timeframe
Work was delivered across multiple CMS contracts by cross-functional teams of researchers, data analysts, engineers, and product, service, and curriculum designers. Team size and composition varied by initiative, typically two to six contributors, with work delivered iteratively over multiple quarters.