insights

Leveraging Design Thinking to Help IRS Better Understand Their Users Our approach to service design always starts with users and their desired outcomes. Since the heart of this project was to improve decision-making, we connected directly with decision-makers to understand why their procurement function is critical to IRS, what decisions are critical to moving the mission forward, and how they use data to make and communicate those decisions to key stakeholders throughout the agency. At the same Read More →

Fostering a Veteran-Centric Experience Veteran Affairs’ (VA) ability to prioritize the customer experience of our Veterans is crucial to meeting its objective of “serving and honoring the men and women who are America’s Veterans,” One of the key ways VA successfully achieves its mission is by providing timely access to specialty care services. However, the most significant challenge to providing timely access to care to Veterans is coordinating between primary and specialty care. This incl Read More →

Creating a Culture of Design Thinking A focus on exceptional Customer Experience and improved service delivery is how the Federal Government ensures an effective, equitable, and accountable Government, and it’s how VA lives its core values and mission. To reach its CX (Customer Experience) goals, VA’s Veterans Experience Office is building the VA Customer Experience Institute (CXi) with the goal of hardwiring a CX-mindset to improve service delivery culture. This includes instilling organization Read More →

Breaking the Status Quo In the wake of the global COVID-19 pandemic in 2020, the “Reimagining Veteran Healthcare” project set out to not only study what has changed about health care for Veterans during the pandemic, but also investigate what might change to better anticipate Veterans’ needs of the future. This inflection point was an opportunity for VA to drastically rethink how to meet evolving patient expectations and a changing population of Veterans. This vision for the 20-year future of VA Read More →