Helping veterans find new careers
What We Did
Our team's approach to improve the digital experience and scalability of our client's services centered on smarter use of technology. Our Human-Centered Design approach involved a number of core components:
Discovery: This phase involved holding a number of workshops with our client and their users to fully understand the current veteran experience and the organization's vision and mission
User-Centered Strategy: The knowledge from our Discovery Phase uncovered pain points and opportunities related to the existing customer journey. This led to strategic recommendations about when, where, and how technology could be used to improve our clients existing services
Experience Design: Initial concepts and designs were shared with the client in a rapid iteration workshop during which the future vision and design of the solution were agreed upon
Execution: The team aligned on the optimal technology plan to deliver the overall solution based on the outcomes of our strategy and design sessions
How'd We Do:
500 additional veterans served. More veterans were serviced in the first month because of increased effectiveness attributed to our solution. Far fewer people were starting the process but not finishing it.
4% reduction in non-qualified leads. The non-responsiveness rate (window shoppers) was reduced.