20121112 ma veterans portal design process class

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20121112 ma veterans portal design process class

  1. 1. BYO consulting uses design + technology tohelp our clients make the world a better place
  2. 2. I’m 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 EngagementCapabilities Research and Strategy Development; User Analysis; Conceptual Product Design; Social Innovation + Entrepreneurship; Business Development; Process Improvement; Services DesignEducation MPP, Harvard Kennedy School of Government B.A in Government, Cornell University Prepared by BYO consulting LLC 2011 1
  3. 3. 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. Prepared by BYO consulting LLC 2011 2
  4. 4. We design strategies and products… • Digital Technology Product Requirements • Public Services • Social Media Engagement • Training and Curriculum • Web Development • Graphic Design…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 3 Prepared by BYO consulting LLC 2011
  5. 5. We have some awesome clients and partners: Prepared by BYO consulting LLC 2011 4
  6. 6. MA Veteran and Family PortalHuman-Centered Digital Service DesignBYO consulting Case Study Prepared by BYO consulting LLC 2011 5
  7. 7. 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 Veteran’s Services, and the HomebaseProgramDesign Timeline: January – August 2011Website Launch: May 2012 Prepared by BYO consulting LLC 2011 6
  8. 8. We use a human-centered model to design our strategies 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. What are the How can we leverage the Eco-System political, policy, managerialexpertise and resources from and legal contexts in which the organization to support our efforts take place? What this project? Organizations is the context within which What are our funding and we are operating? sustainability constraints? Products How can we ensure that the project meets our What do your stakeholders intended organizational care about? What are their goals while engaging our People motivations? How can we audience?innovate while meeting their needs?
  9. 9. Our design process started with participatory ideation and ended with focused user inputHOW IT WORKS - We start by collecting data and running ideation sessions with stakeholders to develop a large solution set. Then we test those potential solutions with our core users throughdesign 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 8 Prepared by BYO consulting LLC 2011
  10. 10. VA Portal Design Tasks and Timeline:1. Project Kick-off (Jan)1.1. Project Management Structure1.2. Confirm Methodology1.3. Organizational/Stakeholder Analysis2. Discovery (Feb – March)2.1. Inventory of Veterans Websites2.2. Desktop Study2.3. Expert Interviews (veteran’s community + gov/tech community)2.4 User Surveys3. Refinement (March – June)3.1. Design Charrette3.2. Needs Assessment (focus group)4. Design Sign-off (June – July)4.1. Development of Final RequirementsProject Kick-off Discovery Refinement Design Sign-off Jan Fe March Apri May June July b l 2011 9 Prepared by BYO consulting LLC 2011
  11. 11. Prepared by BYO consulting LLC 2011 10
  12. 12. There are many resources and supports available for veterans: Food, Women’s Issues, Legal Service, Healthcare + Mental Healthcare, Recreation, Housing, Financial and Tax Services, Educational Credits, Employment, Transportation, Faith, MA Dept of VeteransServices, Veterans Administration, Department of Health and Human Services, VA Hospitals, etc... However, the eligibility and application process can be prohibitively complicated. Prepared by BYO consulting LLC 2011 11
  13. 13. “Tell us what we need to know; don’t makeus look through complicated information thatdoesn’t apply to us.” Prepared by BYO consulting LLC 2011 12
  14. 14. Prepared by BYO consulting LLC 2011 13
  15. 15. 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. Prepared by BYO consulting LLC 2011 14
  16. 16. “Zappos knows what I want…why don’t you? Prepared by BYO consulting LLC 2011 15
  17. 17. While we can give veterans more clarity, we are unable to build a transactional system as an external organization. Prepared by BYO consulting LLC 2011 16
  18. 18. Our organizational analysis showed us that wewere limited to working at the 1st and 2nd stages ofdevelopment:STAGE OF DEVELOPMENT REQUIREMENTS1. Presence Simple posting of information2. Interaction (i.e. “2.0”) Turning words into data3. Transaction (aspirational goal) Authority over dispensing benefits Prepared by BYO consulting LLC 2011 17
  19. 19. Even though younger users reported that their primary method of obtaininginformation about resources is through other veterans… Prepared by BYO consulting LLC 2011 18
  20. 20. “We helped each other in combat, and we helpeach other at home.” Prepared by BYO consulting LLC 2011 19
  21. 21. …the majority of veterans inMassachusetts are elderly. Prepared by BYO consulting LLC 2011 20
  22. 22. 70000 There are 400k+ veterans in Massachusetts, the majority of whom are >50 60000 50000Number of Veterans 40000 30000 20000 10000 0 20 25 30 35 40 45 50 55 60 65 70 75 80 85 90 Age of Veteran Prepared by BYO consulting LLC 2011 21
  23. 23. 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. Prepared by BYO consulting LLC 2011 22
  24. 24. 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 individualspoint of entry = info about the benefit/service point of entry = information about the veteran or family member quantity qualityeven though a veteran might only be eligible veterans will only be presented with specific 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 independenceveterans 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 Prepared by BYO consulting LLC 2011 23
  25. 25. The features. 1 2 3Input Information: Receive Recommendations: Rate Quality:Unlike traditional search As the veteran // family member Although veterans expressed anfunctions 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 benefitsservices 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 veterans’ programs and benefits, communicated through a simple and intuitive user interface, effortlessly guiding veterans to the specific information they need and deserve. 24 Prepared by BYO consulting LLC 2011
  26. 26. The features. 1 2 3Input Information: Receive Recommendations: Rate Quality:Unlike traditional search As the veteran // family member Although veterans expressed anfunctions 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 benefitsservices 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 veterans’ programs and benefits, communicated through a simple and intuitive user interface, effortlessly guiding veterans to the specific information they need and deserve. 25 Prepared by BYO consulting LLC 2011
  27. 27. The features. 1 2 3Input Information: Receive Recommendations: Rate Quality:Unlike traditional search As the veteran // family member Although veterans expressed anfunctions 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 benefitsservices 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 veterans’ programs and benefits, communicated through a simple and intuitive user interface, effortlessly guiding veterans to the specific information they need and deserve. 26 Prepared by BYO consulting LLC 2011
  28. 28. The features. 1 2 3Input Information: Receive Recommendations: Rate Quality:Unlike traditional search As the veteran // family member Although veterans expressed anfunctions 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 benefitsservices 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 veterans’ programs and benefits, communicated through a simple and intuitive user interface, effortlessly guiding veterans to the specific information they need and deserve. 27 Prepared by BYO consulting LLC 2011
  29. 29. What we got rid of.• 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). 28 Prepared by BYO consulting LLC 2011

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