VA HCD Toolkit
Designing for Veterans – A Toolkit for Human-Centered Design
The Challenge
The recently founded Veteran Experience Office (VEO) was looking for an approach to embed human-centered design (HCD) and customer experience (CX) into the DNA and culture of the VA. To that end, the VA wanted their own branded VA HCD framework and VA HCD toolkit to educate and train VA employees in human-centered design principles and methodologies.
My Actions & Methods
I led a comprehensive effort to understand HCD best practices in the VA, private sector, and public sector with the goal to author VA’s first HCD toolkit. Together with a cross-functional team of designers, design researchers, business analysts, and content strategists, we conducted an environmental analysis of best HCD practices, where I led the analysis of HCD best practices in 7 organizations (IDEO, Deloitte, Frog, Doblin, Fjord, VA, and GSA). After interviewing over 20 industry HCD subject matter experts and HCD leaders, I synthesized and authored insights into VA’s very own brand for a unique HCD framework, case studies, resources.
