Building People Centered Cloud Services
Client: Centers for Medicare and Medicaid Services (CMS)
RoleS: DELIVERY LEAD, PRODUCT STRATEGY, UX DESIGN
Background:
The Centers for Medicare and Medicaid Services (CMS) looked to Nava to help migrate and strengthen our nation’s healthcare infrastructure through modern cloud hosting. As we partnered to develop the cloud infrastructure that supports 149 million people and services like Healthcare.gov, our design and research team developed customer centered cloud hosting services and ensured new business processes returned value to customer healthcare organizations and citizens.
The CMS Cloud homepage orients all current and prospective customers to available data hosting services.
Work Overview:
I supported CMS Cloud as it grew its product set, increased automation, and doubled its customer base. This involved developing new products and services, leading strategic initiatives, and product management across the team of 300+ people. Over the course of 14 months, I fluidly moved between individual contributor and team leadership roles, while also juggling people management and design operations duties for Nava’s growing design team.
New Products & Services
Launched a self service Cloud Cost Estimation Tool
Developed improvements to the customer support process for 13,000 CMS users
Strategic Initiatives
Led research and developed roadmaps to support complex migrations from government data centers to the Cloud
Facilitated workshops with CMS leadership to surface business process improvement ideas
Product Management
Maintained a quarterly customer satisfaction survey and socialized insights across the CMS Cloud team
Scoped work and managed teams of designers to meet delivery requirements
Featured Work:
ENABLING CLOUD MIGRATION THROUGH COST TRANSPARENCY
The success of CMS Cloud is as dependent on sound infrastructure as it is on a strong business value proposition. To meet the needs of new customers, we developed the Cost Estimation Tool made which enables users to create detailed project cost estimates before considering migrating large data systems to CMS Cloud or changing their services.
Cost estimates play an important role in the Cloud project lifecycle that I illustrated above. Our team regularly met with contracting specialists to ensure the Cost Estimation Tool would fit in existing workflows, meet business needs, and enable more efficient processes.
This Mural board shows the results of a workshop with contracting officers to better understand where cost estimation fits within CMS business processes.
I used a combination of Sketch and Mural to create prototypes for iterative feedback cycles of the actual cost estimation experience with developers and users.
The final Cost Estimation Tool allows users to generate and export project cost summaries that meet business requirements for cost approvals, security, and compliance.
In addition to developing the user experience of the tool, I was responsible for developing instructional content including written and video guides that were published on CMS Cloud’s support pages.
Impact
Through launching the Cost Estimation Tool, establishing regular customer feedback loops with quarterly report-outs, and scoping research and design projects, I played a key role in moving the work forward. My contributions ranged from supporting designers in delivering high-quality work, to guiding a beta launch, developing marketing and communications materials, iterating on UI/UX based on user feedback, and gathering requirements for new features.