Government Access Management Modernization

UX Leadership in reshaping employee and veteran system access for the US Department of Veterans Affairs

Overview

Served as the strategic research leader within the VA, for Identity and Access Management Modernization efforts. Built UX strategies to modernize various product offerings, and improve both customer and end-user experiences during major transitions.

The Challenge

The U.S. Department of Veterans Affairs is pursuing a major, multi-year effort to modernize all identity access management applications and systems. This includes migrating applications to more comprehensive solutions, enabling new technology integrations, and ultimately delivering these to nearly 500K employees and 9 million end-users. Given the complexity and delivery timeline needs, this creates many challenges in ensuring application owners have their needs met, and experiences remain consistent or improved throughout this effort.

The Approach

UX Practice Building

Stood up an entirely new practice within the organization to introduce, and champion, the concept of a Unified Experience throughout Access Management products. Established Customer Relationship Management processes, and plan for metrics reporting.

Research Strategy

Built and owned strategy for conducting research at the pillar and product level, turning data into standardized UX assets and improvements, and enabling close collaboration with product teams by delegating work to new UX resources.

Human-Centered Design

Established a system for producing standard UX assets, customer and end-user design improvements, and benchmarking experience metrics over time to ensure value is delivered.

The Impact

  • Created entirely new UX-focused practice within the ICAM pillar.

  • Created a concept for the ICAM Unified Experience across all products, and established it as a foundational piece of all modernization work being delivered across teams.

  • Stood up access-managed reporting for success and experience metrics for various audiences, such as customers, executives, and delivery teams.

  • Created process and tools for managing customer and end-user relationships, and track engagement over time.

  • Built collaborative relationships with multiple product teams by integrating UX resources to directly deliver work in-line with larger business goals.

  • Stood up processes and assets for delivering standardized Personas, Journey Maps, Process Maps, Metrics Dashboards, Reports, and Communication Decks.