I led design teams, developed the research protocol, and conducted 100+ interviews across the nation to understand the Veteran’s journey in the appeals process. The appeals process is complex with ambiguous boundaries and required a large sample size. The goal is to go beyond just demographics and to deeply understands the motivations, behaviors, and goals.
I facilitated participatory design workshops with Veterans, VA executive leadership, and White House staffers. Then synthesized insights into personas, journey maps, infographics, and a final engaging human-centered design report.
Methods included semi-structured user interviews, empathy, storytelling, contextual inquiry, affinity diagrams, and qualitative + quantitative analysis.