User Centered Design

Good customer service includes user-centered design. For one digital team at the Department of Veterans Affairs, creating a veterans-centered experience started with one word: explore. The ExploreVA website provides a single location for veterans and their families to research the benefits that they may be entitled to receive. Benefits include health care, education, employment, and

So you’ve done a couple of usability studies, and a few people are starting to “see the light.” Now you’d like to take it to the next level and help your organization embrace user-centered design (UCD) as the philosophy that drives all your digital projects. But what is best way to do this? How can