Human-Centered Design (HCD) Specialist, Centers for Medicare and Medicaid Services (CMS)
Kayenda is a Human-Centered Design (HCD) Specialist at the Centers for Medicare and Medicaid Services (CMS), where she serves as an advocate for agency-wide use of HCD and an expert consultant on HCD “start-up” services for the federal government. She is an alumni of the United States Digital Service’s (USDS) Health and Human Services team, where she led large and small user research efforts at the Centers for Medicare and Medicaid Services (CMS). Kayenda has also provided consulting services for user research and other human-centered design (HCD) activities for a variety of federal agencies such as the Federal Bureau of Investigation and the United States Secret Service. Creating great user experiences using in-depth studies and contextual inquiry are among her personal passions. Kayenda completed her doctoral studies in Industrial and Systems Engineering with a Human Factors Engineering concentration at Virginia Tech. Her doctoral research explored the impact of culture on computer interface design.
Government agencies understand the value of innovation to help improve their customer service and streamline their processes. They have taken a number of approaches to support innovation, from providing technical support and training, to emphasizing the value of user-centered design in innovation. The panelists in this session will be leaders in innovation at their agencies. […]