“Human-centered design is playing a key part in various digital services, including a new upcoming app from the Department of Veterans Affairs.
COVID-19 accelerated the transition to digital services, as many paper-driven processes needed to be made accessible online. Federal leaders at GovernmentCIO Media & Research’s Digital Services Series: Customer Experience virtual event last week noted how their agencies have harnessed the power of technology to make improvements in the overall customer experience…”
“Amid this shift, tech leaders leveraged human-centered design to develop best practices, design standards and ensure ease of use. Barbara Morton, deputy chief veterans experience officer at VA, said this approach stems from the agency’s 2018 relaunch of va.gov.
‘We wanted to continue to apply the human-centered design methodology and mindset as part of the strategy to redesign the website,’ Morton said. ‘When you see it today, you will see a much more user-friendly website … and you are designing and iterating all the way to the users.’…”
“VA is currently working a new mobile app as part of the agency’s digital strategy and recently conducted a soft launch of the app to around 50,000 users. Morton did not share additional details about the app, but did say it will help VA increase its reach to veterans and improve accessibility to the agency’s benefits and services.
‘As we continue to build the functionality, there’ll be more visibility on that, but that’s a really incredible improvement, and we’re bringing technology forward with human-centered design at center,’ Morton said…” Read the full article here.
Source: Human-Centered Design’s Key Role in Improved Government Services – By Sarah Sybert, October 25, 2021. GovernmentCIO.
