United States Department of Veterans Affairs - Loan Guaranty Agency: Repair & Optimize
The VA’s LGY program was long overdue for an overhaul. While agile teams were shoring up the data in the background, the Discovery phase identified critical, actionable opportunities to make much needed improvements in communication and training.
Immediate improvement opportunities in customer communication was key to reducing complexity for messaging, from basic information to feature release training. These samples represent several solutions and strategy artifacts, and were visualized to cater to an executive audience, allowing for essential understanding and decision-making.
Current state customer journey map
Current state customer journey map
Base on customer feedback, a set of Need Statements were identified to create empathy in Design Studio (solution) workshops
Visualize the optimized user flow, accounting for centralized DAM access
Visualized interaction measurement map to account for key data points for automation
Created a Communications and Traiuning strategy for internal stakeholders to identify the "right tool at the right time for the right audience"
Crafted Customer Vision statements to align training strategies throughout the organization
Established core Design Principles
Established core Design Principles
Established core Design Principles
Created principle-based messaging construct
Created principle-based content considerations
Created principle-based content considerations