VA Employee Experience Journey Map
In an effort to better understand Veteran experiences and improve customer experience, the Department of Veterans Affairs' (VA) Veterans Experience Office (VEO) has invested in conducting qualitative research to understand the "Moments that Matter", bright spots, and pain points of each Veteran's journey amidst various services and processes.
Similarly, wanting to understand the employee experience, VEO utilized the Human-Centered Design methodology to develop a comparable timeline of the employee experience from the time they begin their job search through the time they leave VA.
Joining the project part way through, I worked with two other Design Strategists to synthesize the data collected during employee interviews and develop the journey map. Once the content was drafted, I designed the high fidelity version in Adobe InDesign, collaborating with the team to make adjustments and ensure the map met 508 compliance requirements.
To read more about VA's customer experience efforts and this project, you can read the 2020 VA Customer Experience Accomplishments Report or the VA Customer Experience Cookbook.
