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Ma veterans portal design process 20111207 final
Ma veterans portal design process 20111207 final
Ma veterans portal design process 20111207 final
Ma veterans portal design process 20111207 final
Ma veterans portal design process 20111207 final
Ma veterans portal design process 20111207 final
Ma veterans portal design process 20111207 final
Ma veterans portal design process 20111207 final
Ma veterans portal design process 20111207 final
Ma veterans portal design process 20111207 final
Ma veterans portal design process 20111207 final
Ma veterans portal design process 20111207 final
Ma veterans portal design process 20111207 final
Ma veterans portal design process 20111207 final
Ma veterans portal design process 20111207 final
Ma veterans portal design process 20111207 final
Ma veterans portal design process 20111207 final
Ma veterans portal design process 20111207 final
Ma veterans portal design process 20111207 final
Ma veterans portal design process 20111207 final
Ma veterans portal design process 20111207 final
Ma veterans portal design process 20111207 final
Ma veterans portal design process 20111207 final
Ma veterans portal design process 20111207 final
Ma veterans portal design process 20111207 final
Ma veterans portal design process 20111207 final
Ma veterans portal design process 20111207 final
Ma veterans portal design process 20111207 final
Ma veterans portal design process 20111207 final
Ma veterans portal design process 20111207 final
Ma veterans portal design process 20111207 final
Ma veterans portal design process 20111207 final
Ma veterans portal design process 20111207 final
Ma veterans portal design process 20111207 final
Ma veterans portal design process 20111207 final
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Ma veterans portal design process 20111207 final

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  • 1. MA Veteran and Family Portal!Requirements Design Process!BYO consulting Case Study !December 7th 2011!! #$%&$%(")*"+,-"./0123405"667"89!!"" !"
  • 2. Table of Contents. ! 3 BACKGROUND ! Project summary and info about BYO consulting! ! 9 PROCESS! Description of our bespoke audience centered design process! ! 13 WHAT WE LEARNED! Key learnings from the discovery and refinement phases of the project! ! 26 FINAL DESIGN ! Description of the final design concept for the portal ! !#$%&$%(")*"+,-"./0123405"667"89!!"" 8"
  • 3. Portal Design Project: Background!#$%&$%(")*"+,-"./0123405"667"89!!"" :"
  • 4. Project Goal: design the requirements for a portal thatimproves the online lives of veterans and their families. 

Project Sponsors: Massachusetts Broadband Institute (MBI),MA Department of Veteranʼs Services, and the HomebaseProgram

Design Timeline: January – August 2011! #$%&$%(")*"+,-"./0123405"667"89!!"" ;"
  • 5. Why they chose BYO. !!We solve public problems through digital innovation. !BYO was chosen to lead this project because of our strong background in governmenttechnology and our focus on solving public problems through human-centered digitalstrategy and design. !!We focus on the user. !Working across the government and non-profit sectors, we help our clients leverage socialtechnology for the greater good by understanding their audiences and crafting impactfuldigital strategies, products and services that meet their needs. !!We understand government and social change. !We have deep expertise in government and social sectors, and our clients span a variety ofsectors; from arts administration to aerospace, the media to the military, and architecturaldesign to education reform – we speak our clients language. We understand theirmotivations. We feel their challenges. And we take great delight in crafting innovativesolutions that solve their problems in meaningful and engaging ways. ! #$%&$%(")*"+,-"./0123405"667"89!!"" <"
  • 6. What we do.! We design strategies and products…! •  Digital Technology Product Requirements ! •  Public Services ! •  Social Media Engagement! •  Online Communications // Marketing // Engagement! •  Community Building! •  Organizational Development! •  Training and Curriculum! ! …using human-centered research and design techniques: ! •  Interviews ! •  Field Observations! •  Focus Groups ! •  Surveys ! •  Design Charrettes ! •  Ideation Sessions and Workshops ! •  Desktop Studies ! •  Literature Reviews! •  Quantitative // Qualitative Data Analysis! #$%&$%(")*"+,-"./0123405"667"89!!"" ="
  • 7. Iʼm Yasmin. I founded and run BYO.!
Areas of Expertise
 !General Government and Public Policy; Veterans Services; Education; Libraries; !Technology + Governance; Press and Politics; Community Building and Organizing; !Civic Engagement! !Capabilities 
 !Research and Strategy Development; User Analysis; Conceptual Product Design; !Social Innovation + Entrepreneurship; Business Development; Process Improvement; !Services Design
 !Education! M.A, Harvard Kennedy School of Government, Cambridge, MA, 2010, Public Policy! B.A, Cornell University, 2005, Government !!Contact! !!Yasmin@BYOconsulting.com // 818 419 1651 // http://wethegoverati.com ! #$%&$%(")*"+,-"./0123405"667"89!!"" >"
  • 8. We have some awesome clients and partners:! " " #$%&$%(")*"+,-"./0123405"667"89!!"" ?"
  • 9. Veteranʼs Portal Design Process!#$%&$%(")*"+,-"./0123405"667"89!!"" @"
  • 10. We use an audience-centered model ! to design products and services! ! We believe that the most effective products and services are those that tap into the needs, desires, behaviors, and motivations of their intended audience.! ! However, in the government / social sector, the funding, policy and political ecosystem, organizational constraints, and project capacities are all important factors to include in the analysis. ! " Who are the stakeholders How can we leverage the Eco-System! that we should involve in thisexpertise and resources from project? How can we help the organization to support them, and what do we need this project? ! Organizations! from them?! What are our funding and sustainability constraints?! Products // Services! How can we ensure that the product meets our What veterans and their intended policy goals whilefamilies care about? What engaging our audience?! Audience!are their motivations? Howcan we engage them while meeting their needs?! !9" #$%&$%(")*"+,-"./0123405"667"89!!""
  • 11. Our design process started with participatory ideation and ended with focused user input! HOW IT WORKS - We start by collecting data and running ideation sessions with stakeholders todevelop a large solution set. Then we test those potential solutions with our core users through design charrettes, site visits, and focus groups to refine and select the most meaningful solution. ! Project Kick-off! Discovery! Discovery: desktop studies, user surveys, and expert interviews" Refinement! Refinement: design charrettes, site visits, focus groups " Design Sign-off! Most meaningful solution" !!" #$%&$%(")*"+,-"./0123405"667"89!!""
  • 12. VA Portal Design Tasks and Timeline: !1. Project Kick-off (Jan)!1.1. Project Management Structure!1.2. Confirm Methodology!1.3. Organizational/Stakeholder Analysis !2. Discovery (Feb – March) !2.1. Inventory of Veterans Websites!2.2. Desktop Study!2.3. Expert Interviews (veteranʼs community + gov/tech community)!2.4 User Surveys!3. Refinement (March – June) !3.1. Design Charrette!3.2. Needs Assessment (focus group) !4. Design Sign-off (June – July)!4.1. Development of Final Requirements!Project Kick-off! Discovery! Refinement! Design Sign-off! Jan! Feb! March! April! May! June! July! 2011! !8" #$%&$%(")*"+,-"./0123405"667"89!!""
  • 13. What We Learned about the Veteran // Family Community!#$%&$%(")*"+,-"./0123405"667"89!!"" !:"
  • 14. There are many resources and supports available for veterans:! ! Food, Womenʼs Issues, Legal Service, Healthcare + Mental Healthcare, Recreation, Housing, Financial and Tax Services,Educational Credits, Employment, Transportation, Faith, MA Dept of Veterans Services, Veterans Administration, Department of Health and Human Services, VA Hospitals, etc...! ! However, the eligibility and application process can be prohibitively complicated." ! #$%&$%(")*"+,-"./0123405"667"89!!"" !;"
  • 15. “Tell us what we need to know; donʼt make !us look through complicated information thatdoesnʼt apply to us.”! #$%&$%(")*"+,-"./0123405"667"89!!"" !<"
  • 16. #$%&$%(")*"+,-"./0123405"667"89!!"" !="
  • 17. Furthermore, veterans and their familymembers use the web, and are used to the clarity of commercial websites. ! !They want to be able to get everything done easily online. ! #$%&$%(")*"+,-"./0123405"667"89!!"" !>"
  • 18. “Zappos knows what I want…why donʼt you?! #$%&$%(")*"+,-"./0123405"667"89!!"" !?"
  • 19. While we can give veterans more clarity, we are unable to build a transactional system as an external organization.! #$%&$%(")*"+,-"./0123405"667"89!!"" !@"
  • 20. Our organizational analysis showed us that wewere limited to working at the 1st and 2nd stages ofdevelopment:!STAGE OF DEVELOPMENT! REQUIREMENTS!1. Presence! Simple posting of information !2. Interaction (i.e. “2.0”)! Turning words into data !3. Transaction (aspirational goal)! Authority over dispensing benefits ! #$%&$%(")*"+,-"./0123405"667"89!!"" 89"
  • 21. Many users reported that their primarymethod of obtaining information about resources is through other veterans.! #$%&$%(")*"+,-"./0123405"667"89!!"" 8!"
  • 22. “We helped each other in combat, and we help !each other at home.” ! #$%&$%(")*"+,-"./0123405"667"89!!"" 88"
  • 23. However, our younger (OEF/OIF) veterans are part of a strong offline // online support community and the majority of veterans in Massachusetts are elderly." #$%&$%(")*"+,-"./0123405"667"89!!"" 8:"
  • 24. >9999" There are 400k+ veterans in Massachusetts, the majority of whom are >50! =9999" <9999"!"#$%&()*%+%&,-. ;9999" :9999" 89999" !9999" 9" 89" 8<" :9" :<" ;9" ;<" <9" <<" =9" =<" >9" ><" ?9" ?<" @9" /0%()*%+%&,- #$%&$%(")*"+,-"./0123405"667"89!!"" 8;"
  • 25. #$%&$%(")*"+,-"./0123405"667"89!!"" 8<"
  • 26. Veterans Portal Final Design!#$%&$%(")*"+,-"./0123405"667"89!!"" 8="
  • 27. The portal will untangle the benefits and services process forveterans, creating a “Turbotax” for veterans benefits andservices, giving them easy access to the critical informationthey need and deserve. ! #$%&$%(")*"+,-"./0123405"667"89!!"" 8>"
  • 28. How accessing information about benefits and services online will change: ! FROM: ! TO: ! empty jargon! plain english! a generic experience based in static text ! a personalized online experience that from pamphlets and websites ! responds to the unique needs of individuals! ! !point of entry = info about the benefit/service! point of entry = information about the veteran or family member! quantity ! quality! even though a veteran might only be veterans will only be presented with specific eligible for a small number of benefits and benefits and services that are relevant toservices, they still have to comb through the them and for which they are eligible ! 1000s that exist ! uncertainty! confidence! veterans are unsure if they are eligible for veterans will feel confident that the the benefits they are interested in ! recommendations they receive are targeted and robust ! reliance ! independence!veterans often rely on others to recommend veterans will be able to quickly and simply services because the benefits research navigate a site and help others do the same ! process is exhausting ! #$%&$%(")*"+,-"./0123405"667"89!!"" 8?"
  • 29. The features.! 1! 2! 3!Input Information:! Receive Recommendations:! Rate Quality:! ! ! !!Unlike traditional search !As the veteran // family member Although veterans expressed an !functions that utilize category or completes the diagnostic interest in working together, theykeyword searches, the Portal will questionnaire, the user will be already use a number of popularguide users through a diagnostic presented with recommended social networking sites.process. By asking questions in services along with concrete Accordingly, on our site veteranssimple language about their steps to take to access those will be able to:!current condition, the Portal will benefits. Finally, the user will be 1) leave comments on servicesmap to all relevant benefits and able to save, print or email the and benefits!services for which they are list and associated 2) “like” a benefit or service.eligible, leaving out those which documentation. ! These ratings will be visible to allare irrelevant for the user. ! users of the site, giving them the opportunity to help their peers without developing yet another social networking site. ! The Portal be based on a new database of Federal and Massachusetts veteransʼ programs and benefits, communicated through a simple and intuitive user interface, effortlessly guiding veterans to the specific information they need and deserve. ! #$%&$%(")*"+,-"./0123405"667"89!!"" 8@"
  • 30. The features.! 1! 2! 3!Input Information:! Receive Recommendations:! Rate Quality:! ! ! !!Unlike traditional search !As the veteran // family member Although veterans expressed an !functions that utilize category or completes the diagnostic interest in working together, theykeyword searches, the Portal will questionnaire, the user will be already use a number of popularguide users through a diagnostic presented with recommended social networking sites.process. By asking questions in services along with concrete Accordingly, on our site veteranssimple language about their steps to take to access those will be able to:!current condition, the Portal will benefits. Finally, the user will be 1) leave comments on servicesmap to all relevant benefits and able to save, print or email the and benefits!services for which they are list and associated 2) “like” a benefit or service.eligible, leaving out those which documentation. ! These ratings will be visible to allare irrelevant for the user. ! users of the site, giving them the opportunity to help their peers without developing yet another social networking site. ! The Portal be based on a new database of Federal and Massachusetts veteransʼ programs and benefits, communicated through a simple and intuitive user interface, effortlessly guiding veterans to the specific information they need and deserve. ! #$%&$%(")*"+,-"./0123405"667"89!!"" :9"
  • 31. The features.! 1! 2! 3!Input Information:! Receive Recommendations:! Rate Quality:! ! ! !!Unlike traditional search !As the veteran // family member Although veterans expressed an !functions that utilize category or completes the diagnostic interest in working together, theykeyword searches, the Portal will questionnaire, the user will be already use a number of popularguide users through a diagnostic presented with recommended social networking sites.process. By asking questions in services along with concrete Accordingly, on our site veteranssimple language about their steps to take to access those will be able to:!current condition, the Portal will benefits. Finally, the user will be 1) leave comments on servicesmap to all relevant benefits and able to save, print or email the and benefits!services for which they are list and associated 2) “like” a benefit or service.eligible, leaving out those which documentation. ! These ratings will be visible to allare irrelevant for the user. ! users of the site, giving them the opportunity to help their peers without developing yet another social networking site. ! The Portal be based on a new database of Federal and Massachusetts veteransʼ programs and benefits, communicated through a simple and intuitive user interface, effortlessly guiding veterans to the specific information they need and deserve. ! #$%&$%(")*"+,-"./0123405"667"89!!"" :!"
  • 32. The features.! 1! 2! 3!Input Information:! Receive Recommendations:! Rate Quality:! ! ! !!Unlike traditional search !As the veteran // family member Although veterans expressed an !functions that utilize category or completes the diagnostic interest in working together, theykeyword searches, the Portal will questionnaire, the user will be already use a number of popularguide users through a diagnostic presented with recommended social networking sites.process. By asking questions in services along with concrete Accordingly, on our site veteranssimple language about their steps to take to access those will be able to:!current condition, the Portal will benefits. Finally, the user will be 1) leave comments on servicesmap to all relevant benefits and able to save, print or email the and benefits!services for which they are list and associated 2) “like” a benefit or service.eligible, leaving out those which documentation. ! These ratings will be visible to allare irrelevant for the user. ! users of the site, giving them the opportunity to help their peers without developing yet another social networking site. ! The Portal be based on a new database of Federal and Massachusetts veteransʼ programs and benefits, communicated through a simple and intuitive user interface, effortlessly guiding veterans to the specific information they need and deserve. ! #$%&$%(")*"+,-"./0123405"667"89!!"" :8"
  • 33. What we got rid of.!•  Users can manage and store information online. !•  Include social elements, including but not limited to photo and video sharing, social networking, commenting, rating, tagging, forums, etc. !•  Calendar functions. !•  Community announcements. !•  Connect with external social networking sites (facebook, twitter, etc). ! #$%&$%(")*"+,-"./0123405"667"89!!"" ::"
  • 34. Implementation notes.!•  7 vendors responded to the RFP !!•  Gopi Bala // MNET building the portal (to be launched Spring 2012) !!•  MBI hiring a community manager !!•  BYO developing an outreach plan for the MA veterans community !!•  BYO developing a basic digital literacy curriculum for VSOs and Veterans Services Organizations to use with veterans (train-the-trainer program) !!•  BYO developing an advanced digital literacy curriculum for VSOs (re: the portal + other low-cost online tools that can be used to manage cases such as dropbox, google docs, evernote, basecamp, etc) ! #$%&$%(")*"+,-"./0123405"667"89!!"" :;"
  • 35. Questions?
email: yasmin@byoconsulting.com! #$%&$%(")*"+,-"./0123405"667"89!!"" :<"

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