We believe that truly transformational innovation requires a deep understanding of our customers: Veterans and their families. To this end, we are applying Human-Centered Design methodologies as an approach to building a Veteran-centered VA.
We have captured the outcomes of the work to-date in the two publications below. This work will help VA better understand the Veteran community we serve, ultimately paving the way for the design and delivery of better products and services.
Our initial field work, exploring the experience Veterans have with the VA. This is a broad portrait of the Veteran experience, illuminating touch points and pain points with the VA.
An initial exploration of personas of the Veterans we serve. Personas are fictional characters based on real Veterans we spoke with all over the country--they are drawn from the themes and patterns observed in our research.
This report outlines the effort undertaken by a VA human-centered design team to understand the needs, behaviors, and experiences of Veterans during the appeal process. The insights can serve as a guide across VA for redesigning the appeals system.
Veterans who have mental health issues are often remarkably resilient but often have a difficult time easily accessing timely care. This report documents one VA effort to explore how to make it easier for Veterans to get the mental health support they need.