At CWDS, one of the ways we develop good design is through good user research. The User Research and Design team has been working hard over the past year to ensure that the working needs of our state and county users are met with new product design.
The team has interviewed over 100 state and county workers to discover first hand design opportunities to address our users’ long-standing and emerging needs, pain points, and strengths. The team has also conducted over 75 usability tests to learn how well users respond to new designs. From this user research, and discussions with CWDS service managers, the team drafted the Design Experience Values— a user experience promise of what the New System aims to deliver.
The team focuses their research and design on the needs of each digital services team to ensure a reliable, responsive, and intuitive user experience, while considering cross-team and holistic needs. They also collaborate with core county stakeholders during design development, where they respond to feedback and periodically share progress through solution demonstrations.
On October 10, the Training and Implementation teams presented an overview of the CWS-NS approach to training, and showcased a demonstration of their web-based training tool at our Quarterly Stakeholder forum. The team is currently busy developing training materials for Intake, CALS, and Case Management digital services. Future training development will occur for the Resource Management, Court Processing, Eligibility, and Financial Management and Administration digital services.
Counties and tribes are responsible to deliver training to their staff, therefore the project will deliver Train the Trainer sessions. Each county or tribe will be able to determine which training method fits their organization’s learning-style and preference. The goal is to provide a variety of training materials that meet a variety of training needs. Materials can also be customized to meet an organization’s specific business processes. The county will receive the entire set of training tools during the Train the Trainer sessions, including:
Traditional instructor-led training (ILT) with instructor and user guides along with a robust online training environment where users can practice real-life scenarios.
Web based training (WBT) that includes New System orientations with professional voice over narration and closed captioning for the hearing impaired.
E-learning courses that are SCORM compliant to allow counties with Learning Management Systems (LMS) to upload and track training statistics.
Job aids, user guides, and desk aids with step-action tables, new concepts and printable PDFs.
Demonstration videos comprised of brief 2-3 minute demos on specific functions that provide users step-by-step guided instruction.
The goal of the Implementation team is to get these digital services out to the counties in the most efficient way possible while meeting the unique needs of each county. One of the ways they plan to do this is by offering a single point-of-contact between each county and CWS-NS throughout the life of the project.
The team will continue to solicit and receive feedback from the core counties on training products in an effort to build training tools that allow the user to navigate the features of the New System with confidence. Please sign-up for the CWDS Newsletter to receive future updates.
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The Case Management Digital Services (CMDS) team recently facilitated a 2-day research and design workshop that included knowledge sharing and brainstorming exercises with the core counties.
During the workshop the CM team presented and validated their initial research on the business flows of emergency placement and family finding efforts.With the design teams, the counties brainstormed and sketched out activities for potential New System design, and captured items requiring further investigation – an example of how users are driving the development of the New System. Please click here to view the design concept video the CM team created based on county input.
Next steps for CMDS include continued development of the conceptual design, documenting the data fields in legacy for placements, and building reusable common components based on DesignOps guidelines. As Case Management design and development efforts continue, core county feedback will be solicited and used to help improve conceptual designs as they evolve
CWDS convenes a quarterly stakeholder forum onsite at CWDS Headquarters in Sacramento that is open to all stakeholders. Topics include a general update on our progress in developing digital services as well as specific topics focused on the individual digital service being developed, program policy, tools, testing, implementation, and other related project information. See the links below for materials from our October 10 meeting.
PowerPoint presentation slides:
Agenda and Slide Deck