Voices of Veterans – Introducing Personas to Better Understand Our Customers - November 2014, By Sarah Brooks, Amber Schleuning, Emily Tavoulareas, Jeanette Mendy, Rachel Harrison-Gordon, and Andrea Ippolito; VA Center for Innovation
Businesses in the private sector know that their customers have different needs, habits, and experiencesand they make identifying and accommodating these differences a priority In order to create similar experiences for Veterans using VA services, we need to understand our customers in new ways… In the fall of 2014, the VA Center for Innovation hit the road for the second time in order to understand these differences, and create useful and usable Veteran Personas that can help guide all of our work across VA. This report will primarily outline our research efforts and goals, offer key themes illuminated from the data, and reveal and discuss applications for Veteran Personas.
G2X TAKE: While this document was developed and released in November, it is new to us and we expect that it will be new to many of you. The content is valuable enough that we wanted to make sure you had it. This document was developed before the current instantiation of the VA Digital Service was in play, but this is the type of thinking and perspective that you can expect from this group. Emily Tavoulareas, one of the authors of this document and a founding member of the VA Digital Service will be presenting at next weeks Federal Health IT Innovation event at 1776 DC.