Human-Centered Design Phase 1: DISCOVERY

HUMAN-CENTERED DESIGN EXAMPLE: Women Veteran Benefits Experience

Phase 1: Discovery Research - The project began in March 2020 with a Discovery Research Phase to develop the Journey of Women Veterans as they navigate the benefits experience at the Department of Veterans Affairs. Phase 1 culminated with a Journey Map, 5 User Personas, and an Insights and Key Findings Report to facilitate future process improvements and tool designs for better customer experience (CX).