Creating the Forms Digitization Guide for VA.gov
Digitizing one VA form was taking teams three to nine months. I led Ad Hoc’s Service Design Team’s creation and delivery of the first-ever roadmap for delivering VA forms into accessible, digital, mobile-first versions, which helped teams cut this time by one to two months.
Responsibilities
Facilitated discovery sessions with stakeholders and VFS teams
Synthesized findings
Mapped pain points and best practices
Presented insights
Proposed and built process documentation
I and my team, through collaborative discovery workshops with VA technical and governance teams, mapped out best practices for digitizing VA forms and published research-based workflows that reduced time to delivery by one to two months.
Working with a UX researcher, I collected insights and discoveries from workshops with teams to map out their pain points, mitigating strategies, and best practices to move through a governance process.
To test our assumptions and help us create a more useful and relevant Guide, we tracked customer journeys in using certain VA forms.
The VA continues to use our work as a platform, building out new sections to help address Congressional priorities. Recently, the current team, based on our work, helped eliminate silent failures in the VA forms system.