Applying human-centred design to developing public policy and services not only provides a better outcome for the people who’ll use them but also provides satisfaction for the staff who design and deliver them – win, win.
When USA citizien, Norman Delap interacted with the American Department of Veterans Affairs (VA) in the past, his experience felt intimidating and opaque. Calling the VA to obtain information about his disability claim was “overwhelming and confusing,” says the 72-year-old Vietnam veteran. But today, at the Worcester, Massachusetts Claims Clinic—a kind of Apple Genius Bar where veterans can meet VA staff, ask questions, and get answers to their claims on the spot—something feels different. “It feels like they really care,” he says. A similar connection is felt by a VA staff member: “It’s really nice to have a face with a name.”