3 Items

A scene at the national Veterans Day celebration on November 11, 2018, in Washington, D.C.

VA Photo/James Lucas

Paper

Improving Veterans’ Digital Experience Across Presidential Administrations

    Authors:
  • David Leftwich
  • Kelly O'Connor
  • Alex Loehr
| August 2020

The success story of the digital efforts at VA surviving the uncertainties of a cross-party Presidential transition, and thriving despite subsequent substantial VA leadership turnover, presents an interesting case study. What should we take away from this story of growth and transition at VA? How did Marina Nitze, Charles Worthington, and their teams navigate a time of great uncertainty—a time when many initiatives stall or die in a new administration? And what lessons might apply in future Presidential transitions?

Office workers using sticky notes on a wall

Adobe Stock

Paper

Human-Centered Policymaking

| April 2020

Human-centered design (HCD) is a complementary discipline that has its roots in industrial design, the discipline that crafts physical products like phones, guitars, and potato peelers. It leverages the qualitative research methods honed in the social sciences—such as ethnography, contextual inquiry, and targeted observations and interviews—to better understand people and interactions. HCD also considers environments, processes, systems, and tools outside of the digital realm. Practitioners often map out customer “journeys” to understand customer experiences across an entire system or ecosystem, not merely a single interface or piece of software. As in agile software development, practitioners of human-centered design iteratively develop solutions to the challenges they uncover, and they rigorously test their solutions with real “users.”

Paper

Data, Not Documents: Modernizing the Regulatory State

| March 2019

This report starts with a brief primer about the federal regulatory process, including how regulatory agencies collect information from businesses and regulated parties. We then explore potential benefits of data collection modernization—including newer models of regulators harvesting openly published data—and highlight the importance of regulators working with regulated parties to design data collection processes that work for both government and the regulated party.