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Building a “How Might We?” Culture: Using Human-Centered Design to Strengthen Performance and Quality Management

April 26, 2023 @ 12:00 pm 1:00 pm EDT


As a follow up from the popular SPARK 2022 conference presentation, leaders from Congreso de Latinos Unidos will dive deeper into how they use human-centered design as a key component of their performance management and quality improvement strategy. This webinar will highlight several elements of Congreso’s homegrown design toolkit to demonstrate how they overlay client and staff experience in programs with data for progression towards outcomes.  Congreso’s unique strategy couples design and experimentation to identify and test program and operational enhancements to increase performance.

In addition to being a learning opportunity, this webinar will also offer networking and discussion.  Attendees will be given time to discuss their own current or potential strategies for incorporating design and innovation culture to improve performance management.


  • How Congreso applied key concepts in human-centered design to their performance and quality improvement strategies
  • Identify the impacts of shifting from a compliance culture to a culture of innovation, considering the experience of both staff and individuals served
  • Review Congreso’s human-centered design toolkit and discuss how it might be supportive to goals related to quality improvement and organizational culture

Who Should Participate

  • Executive and senior leaders
  • Performance and quality improvement professionals
  • Leaders in program design and innovation
  • Research and evaluation leaders
  • Grants management professionals
  • Program/department directors and managers


Brendan Conlin

Chief Program Officer
Congreso de Latinos Unidos

Jamie Hughes

Vice President of Programmatic Development
Congreso de Latinos Unidos