Toward a veteran-centered VA lessons from the pilot: A powerful approach with opportunity to scale

In the spring of 2014, the VA Center for Innovation conducted a formal Human-Centered Design (HCD) pilot to test a qualitative research phase of a design process as potential tool for use at the VA. This exercise explored Veterans’ experience with the VA through the eyes of 40 Veterans across a range of demographics and locations.

The pilot had two goals:

1. To test the usefulness and application of a human-centered design methodology within the context of the VA.

2. To better understand Veterans’ experiences interacting with the VA, identify pain points in the present day service delivery model, and explore opportunities to transform these interactions into a more Veteran-centered experience.