Digital Services / HCD / HCD One-pager

EMBRACING Human-Centered Design and our innovative solutions for streamlining the process

We learn
directly from users, discovering pain points and opportunities for improvement

Sparksoft analyzes your existing and target users directly to learn what problems need to be solved instead of solely relying on the input or feedback from Stakeholders and Subject Matter Experts (SMEs). We create a Journey Map based on what we’ve learned from users to visualize the process of each user persona; highlighting pain points and finding opportunities for improvement.

MAGIC Customer Journey Map: Current State Before MAGIC Gateway


BENJAMIN, 43, Data Analyst

User requesting pre-defined reports. Knows exactly what data he wants. Typically uses Cognos or Tableau or requests MAGIC team to email reports.

GOALS:

Wants to be able to see what data is currently in MAGIC, access and analyze it to help make better decisions for how to proceed with plans moving forward.

NOTE: Scroll to the right for more of the table
Steps and Activities Gaining Access to MAGIC Data Installing MAGIC Accessing MAGIC Viewing Reports in MAGIC Cognos
Starting Point Learning how to gain access MAGIC Access Request (MAR) MAGIC ITOPS Setting Up MAGIC AWS Workspace Launching Cognos Navigating Cognos

Asks a co-worker how to access the data that is inside of MAGIC. Co-worker says to search Confluence to find out how to access MAGIC data. Logs in to Confluence and searches “Access MAGIC” expecting simple directions written out.

Instead, gets a MAGIC Access Request (MAR) Quick Referencee page with a Powerpoint link to MAGIC Access Request - Quick Reference Guide.pptx.
Opens PPTX file and sees a slide with an overwhelming CMS Systems Access Map and 5 other slides with complex directions.
  • 10 steps on MAR slide
  • 5 more steps on ITOPS slide
  • 12 Steps on Install MAGIC slide (which seems incomplete)
10 steps to complete MAR MAR acts as the main ticket to start the MAGIC process so it must be created first before requesting ITOPS. 5 steps to complete Cloud IT Operations (ITOPS) and Maintenance Support 12 Steps to Install MAGIC AWS Workspace.

When user needs to get access to Cognos, will receive an email with a .cert file and User Guide for Accessing MAGIC Workspace.docx
Opens Amazon Workspaces app from his computer by clicking the icon on the Remote Desktop.

Enters EUA ID and EUA Password in new login window that appears.

From the Amazon Workspace desktop, clicks the icon of “MAGIC Cognos Reports” to launch Cognos.

From the MAGIC Cognos login screen, enters EUA ID & EUA password, clicks Sign in to enter MAGIC Cognos application.
Searches through Folder Structure in Team Content Category to find which reports are available in Cognos, broken down by Domain and various sub-categories with no descriptions.
feelings Meh face more annoyed face overwhelmed face very annoyed face very annoyed face less annoyed face less annoyed face Meh-ish face
Experiences

MEH

MORE ANNOYED

Annoyed at the amount of steps and hoops user has to jump through in order to gain access.

OVERWHELMED

A manager informs user whether they will need SAS or COGNOS. User will get an email from an admin with a user guide and a .cert file, followed by a registration code when a workspace is set up.

VERY ANNOYED

Annoyed at the amount of steps and hoops user has to jump through in order to gain access.

LESS ANNOYED

The directions to set up AWS Workspace are more straight forward and easy to understand than previous steps.

STILL ANNOYED

Happy to be done installation and see it worked.

Reports take a long time to load.

Not the most modern interface.

Reports don’t have info showing # of rows in report.

Pagination is just Page Up and Page Down without any numbers to show how many pages.

MEH-ISH

Happy to be done installation and see it worked.

Reports take a long time to load.

Not the most modern interface.

Reports don’t have info showing # of rows in report.

Pagination is just Page Up and Page Down without any numbers to show how many pages.
Opportunities Have clear directions for gaining access on the pre-login page of the gateway so user could go to website magic.cms.gov to get everything one needs in one location. Place the content of the PPT on the Confluence page with an option to download the PPT.

Help tips for each step should be embedded within the interface instead of in a separate document. Display video clips to show how to complete the steps along with text instructions.
Sparksoft can simplify the registration process by providing a pre-populated registration form with most of the required information. By integrating Cognos into the new MAGIC Gateway interface, users can view the reports that are in Cognos without having to set up an AWS Workspace. Have Cognos reports pre-generated to reduce load time.

Create new theme in Cognos so it’s more modern.

We save time and money from concept to completion

Apply Research

The User Research we conduct helps define usability requirements and determine what problems we will address up front. By defining requirements and identifying problems before any back end code is written, we avoid re-work, save time, and save money.

Rapidly Prototype

Our UX designers rapidly prototype multiple versions, test with users, modify based on their feedback, and re-test all in a fraction of the time it takes others to develop an application from start to finish (only to test and find out it doesn't work well with users).

Test With Users

By building, testing and revising prototypes with static data before any dynamic coding begins, we greatly reduce development costs from re-work. Using this validated learning approach allows for more business value to be included in each release of the application, product or service.

How Sparksoft Stands Out From The Crowd

Streamlined HCD Process

Researchers paired wit Designers and designers paired with developers

With Sparksoft’s Expedited HCD flow, User Researchers include UX Designers in interviews with the users, providing opportunities for designers to ask any follow up questions or clarifications to what is discussed. This also helps designers become more empathetic of the overall users’ needs versus what can be understood just reviewing documentation.

When Designers and Developers work together, they are able to determine more effectively what is feasible to develop within the time and resources provided. This dramatically reduces the amount of time other approaches waste in multiple planning discussions.

Designing In Code

(about 75% time-saving in redundant work)

Where other groups design their concepts using Adobe XD or Sketch, Sparksoft has developed a unique way to train our designers how to design interactive and responsive HTML prototypes directly in code. By designing-in-code, we create and implement the components in a fraction of the time it takes to design and then develop.

Sparksoft designers create more accurate prototypes using static content in our HTML prototypes which delivers multiple benefits, including improved performance, delightful experiences, increased credibility, reduced resource burden, and increased adoption. These are just a few of the perks that spark joy within our clients when they engage Sparksoft’s innovative and streamlined Human-Centered Design solution.

We create happy users

By involving users in every step of the design process, we create products that result in:

happy face

Useful, usable,
and delightful experiences.

happy face

Little to no frustration
through intuitive user interfaces.

happy face

Reduced time to
complete all tasks.

happy face

Reduced dependency
on help desk = cost savings.

happy face

Applications, products, and/or services that people want to use.

MAGIC Customer Journey Map: New and Improved State of MAGIC Gateway


BENJAMIN, 43, Data Analyst

User requesting pre-defined reports. Knows exactly what data he wants. Typically uses Cognos or Tableau or requests MAGIC team to email reports.

GOALS:

Wants to be able to see what data is currently in MAGIC, access and analyze it to help make better decisions for how to proceed with plans moving forward.

NOTE: Scroll to the right for more of the table
Steps and Activities Gaining Access to MAGIC Data Viewing Reports in MAGIC Cognos
Starting Point Accessing MAGIC Gateway Easy Access to All Reports

Asks a co-worker how to access the data that is inside of MAGIC. Co-worker says to go to MAGIC Gateway page at magic.cms.gov and click on Need Access link.

Completes one form with only necessary info while all other standard info is already included in the form submission and gets routed to the necessary people for approval.

Receives an email within 48 hours saying access has been granted along with a link to log in.

Reports are available in an All Reports page with descriptions, update mechanism, frequency of generating and other important information. Reports can also be found grouped by Domain and Datasets that are easy to browse through.

Feelings Happy Face happy face happy face happy face
Experiences

HAPPY

Likes easy answer with simple URL.

HAPPY

Likes the simple and intuitive the process.

Help tips were available and intuitively placed where needed (used it only to find the CMS Sponsor’s name and email).

HAPPY

No need to log in to AWS Workspace to access Cognos.

All Reports page had reports easy to access, sort and filterable by criteria in a column.

Reports were grouped by Domain and Dataset which were accessible via left navigation, breadcrumbs and other expected places.

Individual Reports showed number of rows in the table, sortable, filterable and exportable.

Opportunities Have clear directions for gaining access on the pre-login page of the gateway so user could go to website magic.cms.gov to get everything one needs in one location. Place the content of the PPT on the Confluence page with an option to download the PPT.

Help tips for each step should be embedded within the interface instead of in a separate document. Display video clips to show how to complete the steps along with text instructions.
Sparksoft can simplify the registration process by providing a pre-populated registration form with most of the required information.

We create happier clients

Improved performance, increased exposure, improved credibility, reduced resource burden and increased sales are just a few of the perks that spark joy within our clients when they put their faith in Sparksoft’s innovative and streamlined Human-Centered Design processes.