Transforming how Medicare and Medicaid innovation teams deliver and use technology

Summary

The challenge

CMMI runs thousands of policy experiments (“models”) to improve healthcare outcomes and reduce costs across the United States. These efforts rely heavily on technology systems to collect, analyze, and share data.

However, many of these systems had evolved independently, resulting in fragmented user experiences, inconsistent data practices, and growing technical complexity. Teams often lacked the tools and practices needed to fully understand user needs or translate research into actionable system improvements.

As a result, CMMI faced increasing difficulty scaling innovation effectively — limiting its ability to deliver timely insights and maximize the impact of its programs.

The solution

We partnered with CMMI to introduce a more modern, user-centered approach to how its technology systems were designed, improved, and managed.

We began with a baseline assessment of CMMI’s IT platforms, evaluating maturity across human-centered design, agile delivery, and DevSecOps practices. These assessments identified key gaps in usability, technical practices, and alignment with user needs, and provided a clear foundation for prioritizing improvements.

Building on these insights, we worked directly with platform teams to:

• Introduce human-centered design practices to better understand user needs and behaviors
• Facilitate workshops and coaching to help teams adopt modern digital delivery practices
• Develop user research plans and conduct interviews with stakeholders and end users
• Translate research findings into actionable design and product improvements

For example, we partnered with the Salesforce Connect team to design and execute a research plan that included interviews with healthcare providers, leading to a deeper understanding of how systems were actually used in practice.

Model participation is largely voluntary, so the usability of our systems is important both for retaining users and establishing CMMI’s reputation as an innovator… The Discovery team pierced through five layers of administration/relays; they revealed insights on what users actually want that CMMI had never considered, and had no structural incentive to find out.

IT Advisor, CMMI

We also conducted targeted research for the Enterprise Data Management Program (EDMP), helping teams better understand engagement patterns and data needs across model participants.

Our work led to redesigned user interfaces for key systems such as the Centralized Data Exchange (CDX), improving usability and enabling more effective data analysis. These improvements supported programs like the Emergency Triage, Treat, and Transport (ET3) model, helping teams make faster, more informed decisions.

By embedding these practices directly into delivery teams, we helped CMMI move toward a more sustainable, user-centered approach to technology and innovation.

The results

• Established a baseline understanding of platform maturity and prioritized modernization opportunities
• Enabled multiple teams to adopt human-centered design and modern delivery practices
• Delivered user research insights and design improvements that increased usability of key systems
• Improved data-driven decision-making for programs such as ET3