Think it’s impossible to implement human-centered design in the public sector? VA is doing just that by putting Veterans’ feedback first. And what we’ve learned may help other public-sector agencies reach their customers.
Human-centered design (HCD) is an approach to design in which the needs, behaviors and experiences of an organization’s customers drive product, service or technology development processes. It is a practice used heavily across the private sector to build a strong understanding of users, generate ideas for new products and services, test concepts with real people and ultimately deliver easy-to-use products and positive customer experiences
“HCD is one of the approaches that will help VA transform to best serve Veterans. It serves as a foundational approach in which Veterans’ needs are the main focus during all stages in the development of products, services and processes,” said VA Secretary Bob McDonald. “VA will use HCD to improve our processes so that Veterans interact with VA in ways that are best suited to fulfill their needs and wants.”
VA’s toolkit is a resource that offers a strong foundation for learning by doing. It introduces the human-centered design process, goals,and activities so we can apply this technique with teams across VA and its public sector partners.
First step? Let’s get out and talk to our customers. We’ll see you out there!
About the author: VA Center for Innovation identifies, tests and evaluates new approaches to efficiently and effectively meet the current and future needs of Veterans through innovations rooted in data, design-thinking and agile development. Find out more at http://www.innovation.va.gov/.