“With customer experience (CX) being not only a priority in President Biden’s Presidential Management Agenda vision but also the subject of its own executive order, Federal agency and industry officials said a focus on human-centered design and personnel is vital when using technology to make citizen services more consistent and accessible…”
“’One of the things that we wanted to do early on was bring on in-house designers and human-centered design specialists when we first set up this office back in 2015, 2016,’ Barbara Morton, deputy chief veterans experience officer for VA’s Veterans Experience Office (VEO), said at the event. ‘And there were no [available employees] that were classified for that talent,’ she added.
‘Fast forward to where we are today, and … we actually have our first-ever Chief Design Officer in our shop, and a whole team of Federal employees who are CX strategists and design specialists,’ Morton said…”
“Morton said a focus on human-centered design has been used to update CX for veteran patients and to smooth along the process on an end-to-end basis of receiving healthcare from VA. Additionally, the agency is using data and insights to improve ease of navigation at medical centers – a ‘low-tech’ fix as she called it – and streamline VA’s website properties.
To figure out the best way to streamline VA’s web properties, the agency sent out a survey to veterans and came back with findings that VA.gov was the most accessible front door for veterans. But Morton didn’t stop there – she also initiated a re-design of the website, working with the VA chief technology officer, and said that a new mobile app has been in already in soft launch this year…” Read the full article here.
Source: Feds Point to Human-Centered Design, Personnel as Keys To CX Improvements – By Lamar Johnson, March 11, 2022. MeriTalk.
