CMS Acquisition Lifecycle Modernization (CALM) System Redesign

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Introduction

Project Overview

The CMS Acquisition Lifecycle Modernization (CALM) System Redesign project aimed to enhance the user experience and streamline the acquisition process for the Centers for Medicare & Medicaid Services (CMS). As part of a dedicated UI/UX team, we collaborated closely with users and stakeholders to redesign specific features and components of the CALM web application. The project focused on addressing usability issues, improving accessibility, and ensuring compliance with 508 standards while optimizing the application for efficiency and effectiveness.

Contributions

• Wireframing
• Prototyping
• UX Design
• UI Design
• 508 Compliance
• Usability Testing
• Usability Metrics

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Responsibilities

Key Responsibilities

• Support and lead the redesign efforts for the CMS Acquisition Lifecycle Modernization (CALM) system, focusing on improving user experience and addressing usability challenges.
• Collaborate closely with SMEs to understand their needs, pain points, and usage patterns within the CALM application, identifying opportunities for enhancement.
• Acquire proficiency with the Appian platform and its components to enhance effectiveness in contributing to the CALM system redesign.
• Conceptualize the workflow of the CALM application by creating user flows, personas, and use cases, ensuring alignment with business objectives.
• Design wireframes and mockups to visualize the style and elements for the CALM web application, incorporating user feedback and best practices.

• Develop prototypes that seamlessly integrate conceptualization and design styles into development-ready artifacts, facilitating iterative design processes.
• Present design concepts and prototypes to subject matter experts (SMEs), users, and stakeholders, actively soliciting input and feedback to inform design decisions.
• Coordinate usability testing sessions with users to systematically review user experience feedback and implement necessary adjustments for optimal usability and accessibility.
• Collaborate with developers to ensure compliance with 508 accessibility standards, usability guidelines, and best practices, maintaining consistency in design implementation.

03

The system lacked proper user-centered design, resulting in suboptimal usability and accessibility. Additionally, navigating through complex functionalities proved cumbersome for users, leading to inefficiencies in workflow management. The absence of intuitive design elements hindered user engagement and overall system performance. Despite being built on a robust platform; the CALM system struggled to meet user expectations and fulfill its intended purpose efficiently. These challenges underscored the urgent need for comprehensive redesign efforts to address usability shortcomings and optimize user experience.

04

Process

1. Discovery

• Conducted meetings with Subject Matter Experts (SMEs) to gather insights into the existing challenges and requirements within the CALM system.
• Analyzed existing data and workflows to identify opportunities for improvement and enhancement.
• Defined project objectives and goals based on research findings and stakeholder input.

3. Design & Prototyping

• Created wireframes, prototypes, and mockups to visualize design concepts and gather feedback from stakeholders.
• Designed intuitive user interfaces and navigation structures to streamline user workflows and enhance usability.

2. Strategy

• Met with Appian architects to discuss the feasibility of design concepts and the implementation of components within the Appian platform.
• Developed a strategic approach to address usability challenges and enhance the user experience within the CALM system.

4. Testing

• Conducted usability testing sessions with representative users to evaluate the effectiveness of design solutions.
• Gathered qualitative and quantitative data on user interactions and feedback to identify areas for improvement.
• Utilized usability metrics to measure the success of design iterations and guide further refinements.

05

• Continuously improving the user experience of the CALM system through iterative design processes and ongoing refinement, resulting in measurable enhancements based on usability testing metrics data.
• Successfully addressing usability challenges and enhancing accessibility within the CALM application to meet evolving user needs and ensure compliance with 508 accessibility standards.
• Implementing user-centered design principles to create intuitive and efficient workflows within the CALM application, resulting in improved user satisfaction and productivity as evidenced by usability testing metrics data.
• Establishing a scalable design framework and process for future enhancements and updates to the CALM system, ensuring its long-term success and usability while continuously monitoring usability metrics for further improvements.