Selected work
Examples of research, strategy, design, measurement, and capability building across complex organizations.
Explore the work behind the practice. For Rob's career history and full professional portfolio, visit robfay.com.
Project artifact · CMS
Measurement
The (not so) Brief We live in the information age, an age where we have the opportunity to be "data driven" by measuring and tracking everything. For those who design and develop …
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Project artifact · CMS
Organizational capability
Situation The Center for Clinical Standards and Quality (CCSQ) Information Systems Group (ISG), within the Centers for Medicare & Medicaid Services (CMS), aimed to enhance both …
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Project artifact · Blackboard
Organizational capability
Situation At both Blackboard and the Centers for Medicare & Medicaid Services (CMS), teams were delivering products without a customer-first mentality—either unaware of users’ …
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Project artifact · CMS
Service design
Situation The Centers for Medicare & Medicaid Services (CMS)kidney program struggled with siloed services and fragmented user experiences across multiple platforms. Users and …
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Project artifact · CMS
Measurement
The Brief Many organizations are adopting data-driven frameworks to inform their business strategies. To complement continuous improvement approaches to getting work done, …
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Conceptual illustration
Organizational capability
The Brief The Center for Clinical Standards and Quality (CCSQ) Information Systems Group (ISG), within the Centers for Medicare & Medicaid Services (CMS), is pursuing a strategic …
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Project artifact · Allegis Group
Service design
The Brief Service design is the process of understanding and refining an organization’s people, processes, systems, and policies to improve both the employee experience and, …
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Project artifact · CMS iQIES
Design systems
The Brief There are many who evangelize the value of design systems, but one such article attempts to articulate the value proposition: An estimated $1.5M+ in annual savings or …
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Project artifact · Blackboard
Design strategy
The Brief Design principles help design teams tactically apply a company's mission to its solutions. Design principles help teams define the brand. Design principles describe how …
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