Thursday, March 30, 2023

Why Human-Centered Design is the Driver Behind a Solid CX Strategy

No matter what agency or industry, the CX approach leverages the true nature of HCD, allowing for the development of innovative strategies that make life better for people across the country. A customer-focused approach also delivers effective policies, programs and services to support each citizen’s needs, with a primary approach of citizen discovery, engagement and delivery.

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About Rita Breen, Agile and Human Centered Design Practices Director, National Government Services

In her current position as the Agile and Human Centered DesignPractices Director at National Government Services, Rita’s primary goal is to solve mission-critical challenges for federal patients and customers. She has nearly two decades of project management (PM) experience and has been a part of the NGS team since 2018. Rita mainly supports the technical PMs and HCD teams that drive the customer-centered approach to FedHealth IT. She and the team focus on solving major pain points while bolstering product quality and improving customer experiences across the board. Rita is truly passionate about identifying the key needs of citizens, setting actionable metrics and learning to meet them with empathy and understanding.

About National Government Services

For more than 50 years, National Government Services (NGS) has been empowering federal healthcare agencies to improve lives and communities. Its core business areas include digital health, providing federal IT solutions and services for healthcare, and business process Solutions. This includes its role as a Medicare contractor for the Centers for Medicare & Medicaid Services. Part of the Anthem family of businesses, NGS is headquartered in Indianapolis, IN, and employs more than 1,500 associates across the country.


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