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The Office of Connected Care (OCC) within the Veterans Health Administration embarked on an ambitious journey to revolutionize the digital landscape of veteran services through a Human- Centered Design (HCD) approach. Under the guidance of Veracity, this initiative set out to thoroughly understand the needs, behaviors, and experiences of both veterans and healthcare providers. This mission aimed to transform the existing digital services into a seamless, intuitive suite of tools that significantly enhance the healthcare experience for veterans. In-depth research and qualitative analysis of user interactions were the cornerstones of this process, drawing out vital insights to inform the development of user-centric digital solutions.

The HCD team, integrating these insights with technological prowess, crafted digital solutions that were not only responsive to current user challenges but were also scalable and flexible enough to adapt to emerging needs and expectations. In the pursuit of innovation, the HCD initiative adopted an anticipatory stance toward solution development, ensuring that every digital touchpoint within the OCC’s ecosystem resonated with clarity and ease. By aligning the development process with real-time feedback and user preferences, the team facilitated a continuous evolution of digital offerings. This proactive strategy led to the creation of robust apps and data platforms that effectively bridged the gap between the complex realm of healthcare data and the practical needs of daily veteran care. The HCD team’s holistic approach underpinned the transformation of OCC’s digital services, setting a new benchmark for delivering a veteran-centered healthcare experience that is both empathetic and empowering.


User-Centric Research and Feedback Analysis

Veracity’s HCD team embarked on a comprehensive research initiative, delving into the nuanced experiences of veterans to ensure their needs and challenges were at the forefront of design solutions. This deep dive involved direct feedback, interviews, and usability studies, which informed the iterative development of products that resonate deeply with users, leading to refined and impactful product improvements.


Iterative Design and Prototyping

The HCD team’s iterative design process embraced a cycle of prototyping, testing, and refining to craft user-friendly interfaces. Engaging with veterans and healthcare providers throughout this process ensured that each iteration addressed real-world usage scenarios, which significantly enhanced user satisfaction and engagement with the health apps.


Data Visualization Excellence

In collaboration with clinical staff, the HCD team enhanced PowerBI dashboard presentations for patient-generated health data (PGHD). This effort was aimed not just at accessibility but at ensuring actionable insights were drawn from the data, thereby supporting clinicians in making informed healthcare decisions.

key metrics

Project Outcomes


Veracity’s HCD-driven OCC applications have reached 9 million veterans, a testament to our success in improving access and engagement across digital platforms.


Interviews with veterans and providers conducted in 2023 to gather feedback, driving the evolution and refinement of the VA’s digital tools.


Innovative projects completed in 2023, demonstrating Veracity’s commitment to enhancing the VA’s digital healthcare experience.

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