VA PATIENT EXPERIENCE
Changing the culture inside the VA medical center to offer a more empathetic customer experience. Eager to find ways to increase adoption and integration of the patient experience programs, the VA sought to understand ways of nudging incremental day-to-day behaviors that can lead to transformational change and improved customer experiences for veterans.
In-context research with Care Providors, Veterans, and Administrators revealed pain-points and bright spots which were translated into a framework of design opportunities. The opportunities focused on the need to market the benefits and success of VA Patient Experience programs.
The content to support Patient Experience programs at the VA would include compelling information, data, and human stories presented in visually simple formats.
This project was performed while at MO Studio