Building People Centered Cloud Services
Client: Centers for Medicare and Medicaid Services (CMS)
RoleS: Research & Strategy, Product Design, Product Management
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, CMS looked to our design and research team to develop customer centered cloud hosting services and ensure new business processes returned value to healthcare organizations and citizens.
The CMS Cloud homepage orients all Cloud customers to the services available to them as they build new healthcare systems.
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, team leadership, and coaching 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 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 systems to CMS Cloud or changing their services.
We used a combination of Sketch, Mural, and InVision prototypes to facilitate iterative feedback cycles with developers and users.
In addition to developing the user experience of the tool, I was responsible for publishing instructional and support content including written and video guides.
This work involved scoping a beta launch, developing marketing and communications materials, developing UI/UX iterations based on user feedback, gathering requirements for new fewatures,
The final Cost Estimation Tool allows users to generate and export project cost summaries that meet business requirements for cost approvals, security, and compliance.
Cost estimates play an important role in the Cloud project lifecycle. Our team regularly met with contracting specialists to ensure the Cost Estimation Tool would meet business needs and enable more efficient processes.
Featured Work:
Redefining Customer Service Support
CMS Cloud is also the hub for agile software development for all of CMS’s 14000 government personnel. In an effort to improve access to important tools agile tools like Confluence and Jira, I led research to understand how users engage with the agile tools help desk, developed a strategic roadmap to build stronger relationships with customers, and implemented initial enhancements to the customer support portal experience.
This roadmap outlined product, marketing, and managed service recommendations was informed by research with users across the CMS ecosystem and generative workshops with CMS Cloud leadership.
I stewarded roadmap recommendations by leading subsequent process and product improvements, which involved improving customer service touch points