The Department of Veterans Affairs (VA) is applying human-centered design to its offerings. The agency says it saw a 25% increase in trust in the VA when it first implemented the approach.
- Lauren Alexanderson, Deputy Chief Technology Officer of Health at the VA Office of Information and Technology, said her team collects user feedback almost every week and makes changes, which veterans and service members have appreciated.
- Alexanderson said human-centered design, which makes the user the focus of everything, can be used for anything at any government agency.
- The VA applied the concept extensively to its pandemic response and vaccine rollout with great results, Alexanderson said.