VA.gov modernization
Creating a better digital experience for veterans — and VA staff
The challenge
Veterans were struggling to navigate a fragmented digital landscape with hundreds of separate VA websites, each with different designs, logins, and user experiences. Finding information about benefits, healthcare, and services required visiting multiple sites and often resulted in confusion and frustration.
The VA needed a unified platform that could serve as the single front door for veterans to access all their benefits and services — one that was designed around veteran needs, not organizational structure.
Our approach
We partnered with the VA to build VA.gov from the ground up using human-centered design principles. Starting with extensive research with veterans, caregivers, and VA staff, we identified the most critical tasks and pain points.
Our team implemented an agile delivery model, shipping improvements continuously and measuring results in real-time. We prioritized accessibility from day one, ensuring the platform works for all veterans regardless of ability.
The impact
Today, VA.gov serves as the primary digital touchpoint for millions of veterans. The unified platform has dramatically reduced the time veterans spend searching for information and completing tasks. Call center volume has decreased as veterans can self-serve more effectively online.
Most importantly, veterans consistently report higher satisfaction with their digital experience, and the platform continues to evolve based on ongoing user feedback.
Ready to transform your digital services?
Let's talk about how we can help your agency deliver better experiences for the people you serve.