Photo by Patti Kwong, project lead, during synthesis and analysis of qualitative data

Photo by Patti Kwong, project lead, during synthesis and analysis of qualitative data

RESEARCH & ANALYSIS ON MYVA311
U.S. Department of Veterans Affairs

Summary
The U.S. Department of Veterans Affairs (VA) beta tested MyVA311 fall of 2016. MyVA311 is a national toll-free number (1-844-698-2311) through which Veterans can access all VA has to offer. The goal is that veterans and family members, caretakers will only need to know the MyVA311 number when needing and wanting to reach out to the VA. The transition is expected to take up to three years. 

The VA's Experience Office wanted an assessment of the product's health and recruited a team of researchers, strategists, and designers.

Process
I was asked to join a research and analysis team that applied user-centered design to the assessment of MyVA311's first few quarters. I recruited 90% of our interviewees covering several regions, experience levels, and socioeconomic backgrounds.

I led and supported interviews, analyzed qualitative data, outlined the concept of a journey map, and set up the client, the VA, for ideation and brainstorming. 

Outcome
The outcomes from this research project included an assessment of current landscape in addition to potential avenues to take as next steps. Our findings were inclusive of both quantitative and qualitative data sets, and set up the VA to have a successful ideation and co-creation phase.


Position Researcher and strategist
Role
Strategic Planning; User-Centered Design; Design Research & Analysis