“Veterans Affairs CTO Charles Worthington held up a process of iterative testing and user-centered design as essential to redesigning the agency’s website.”
“Discussing the VA’s prior website in direct and candid terms, Worthington spoke at the FCW Citizen Engagement Summit and noted how the earlier iteration of VA.gov and its satellite portals had been unintentionally detrimental to the VA’s service lines – namely in making it frustrating for veterans to navigate benefits…”
“The proposed solution was using direct and comprehensive veteran feedback as the guiding principle under which to redesign VA.gov.”
“We talked to 5,000 veterans, service members, family members and through a series of both qualitative and quantitative research studies, we asked them how we’re doing,” Worthington said.
“Taking this full scope of customer feedback into account, Worthington found there were common challenges veterans faced in navigating VA.gov.”
“There were three main, consistent points of criticism…” Read the full article here.
Source: VA Website Redesign Essential for Improved Customer Experience – By Adam Patterson, March 4, 2020. GovernmentCIO.
