Centers for Medicare & Medicaid Services

Centers for Medicare & Medicaid Services (CMS), like many federal agencies, is often undergoing long-term digital transformation initiatives. Within the last few years, a vast majority of divisions adopted lean and agile methodologies into its work practices. But as an agency with a patient-first mission, Rob was brought on to help a division lead human-centered design transformation efforts. Rob led the creation of a Center of Excellence, comprised of education, best practices, and coaching. Rob leads design thinking workshops with hundreds of customers, coaches product teams to help them better integrate UX into agile workflows, and demonstrates how service design can break down organizational silos and lead to improved products, services, and policies.