GovernmentCIO: How the VA’s Approach to Human-Centered Design Improved Veterans’ Experience

“The Department of Veterans Affairs saw a 25% increase in trust with the department when it switched to a human-centered design (HCD) approach to serving veterans, and it uses the framework to more accurately gauge and meet needs.”

“The VA felt ‘an extreme pain point and crisis’ when news broke in 2014 that 40 veterans died waiting for care at the VA hospital in Phoenix, Arizona, noted Deputy Chief of the Veterans Experience Office Barbara Morton during a GovernmentCIO Media & Research FedLab event Wednesday.”

“’The vision was, we really need to establish a centralized capability to listen to the voice of the verteran and make sure experience is a co-equal component to how we run our shop and how we do business,’ Morton said. ‘So we established the Veterans Experience Office.’”

“One task of the Veterans Experience Office was to establish a set of principles to guide the entire VA. Using the four core capabilities of data, tools, technology and engagement, the VEO revamped the way veterans interact with the department…”

“The VA decided to use human-centered design methodologies as catalysts for transforming the veteran experience. It is more a mindset than a prescriptive approach, said Erin Siminerio, chief design officer at the VA…” Read the full article here.

Source: How the VA’s Approach to Human-Centered Design Improved Veterans’ Experience – By Kate Macri, June 26, 2020. GovernmentCIO.

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