My HealtheVet redesign: Veterans Talk, We Listen
My HealtheVet understands and listens to its audience. In 2016, My HealtheVet launched the first phase of its redesign, which included migrating the entire My HealtheVet site to the Liferay web content management system (CMS).The new CMS for My HealtheVet has made My HealtheVet more flexible and scalable to meet future organizational needs and demands - while ultimately improving the user experience for Veterans and VA staff. Content is developed and deployed more quickly, providing a freshness that aligns with what Veterans tell us they want.
September 2017 Redesign
The second phase of the Redesign was launched in September 2017. During that phase, My HealtheVet adopted a 'mobile first' approach from the U.S. Web Design Standards. Improvements include a cleaner and more consistent theme-based design, fewer tabs to simplify navigating through the site, a clearly visible Search feature, consistent placement of links to relevant resources (e.g., About, Contact, and Quick Links).
Conclusion: Our customer satisfaction score increased by 6 points following the customer-driven redesign of the site. In October 2017 our satisfaction score reached 79 (six points above our previous averages), outperforming the private sector average of 66 and the public-sector average of 72. The core web development team for the Development Team and Systems Reengineering migrated the My HealtheVet site to the new Liferay platform that draws data from a complex network of health informatics databases. After many months of careful planning, they accomplished this with only a few hours of downtime for patients.
The My HealtheVet Redesign team, Accessibility and Human Factors Engineering (HFE) Offices worked closely to ensure the needs of all Veterans were met throughout the process. Their efforts affirmed that the design is usable, effective, safe and satisfying. Next