Equity pauses + VA.gov research strategy

accessibility journey / service mapping   facilitation


Overview

This page is under re-construction, but here’s the link to a slide show that I used to present the equity pause framework/workshop that I developed to my team at Nava PBC. Who then adopted it company-wide! I was able to fully trial it during the VA.gov research that I describe below.

    And here’s a Figjam of the progress I made in implementing it at Justfix.

    Who
    8 Veterans, VA executive leadership, 2 designers (including me), a product manager, and two engineers
    What
    A self-service option for Veterans to opt-in to a virtual hearing (for their appeal for health benefits) instead of a standard “in-person” hearing
    Where/When
    Remote, August—Sept 2021
    Why
    Leaders at the VA were very keen on this feature because more Veterans opting-in for virtual hearings themselves 
    during the pandemic 
    would mean a lot of VA resources saved, 
    both on the scheduling 
    and judging ends.    Methods
    trauma-informed research, moderated remote user interviews;  concept testing; contextual inquiry, cognitive walkthrough