A personalized homepage for Veterans on VA.gov
By the Numbers
Daily views of the personalized profiles
Contact information updates
The Challenge
Many Veterans describe interacting with VA web properties as confusing and frustrating. Information is inconsistent and scattered across different pages or sites, and the experience is often fragmented. Users enter a confusing tangle of benefits portals, logins, passwords, and brands and leave feeling like VA is making it harder for them to access the benefits and care they’ve earned.
The Solution
When logging into the personalized homepage on VA.gov, a Veteran can now see everything they have in-flight at the VA in one place. Through their profile they can also update their contact information in one place and have it populate across VA systems. Since launch in July 2018 and with no promotion of the new functionality, 40,000 views of the personalized profiles are made per day and there have been 62,000 contact information updates.
I’ve been trying to update my address by calling in but there isn’t a way to update it in the phone tree by dialing in. I think the ability to do it online is great. Because you know if you are waiting they transfer you to disability which isn’t great. They have you waiting 3-4 hours and you’re taking up space for someone who needs healthcare.
More projects
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Internal Revenue ServiceFiling taxes for free with IRS’ Direct File
USDS partnered with the IRS to deliver the IRS Direct File Pilot, a free way for eligible people to file their taxes for free, directly with the IRS.
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Social Security AdministrationContinuously improving SSA.gov
The Social Security Administration is building on the momentum from their partnership with the U.S. Digital Service by implementing iterative research, best practices, and a data-informed approach to ensure the website is usable and useful.
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Centers for Disease Control and PreventionPreparing for the next pandemic while building tech for COVID-19
We worked with the Centers for Disease Control and Prevention to quickly create and scale technology programs that digitize and share infectious disease test results in real-time.
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Health and Human ServicesModernizing the child care application process
USDS partnered with ACF’s policy and subject matter experts to create a Model Child Care Assistance Application and eligibility verification practices that met federal guidelines and demonstrated the “art of what’s possible.
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Cross-agencyOptimizing benefits for families
Working alongside The Department of Treasury and the White House, we built ChildTaxCredit.gov to educate families about the expanded Earned Income Credit and Child Tax Credit. The USDS team relied on in-depth research to create a site that is accessible, easy-to-read, and provides resources to find free tax services.
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Cross-agencyChanging how the government hires technical talent
We helped develop a process that allows HR to leverage subject matter experts to evaluate candidates for specialized roles. The result restores fair and open access for all applicants, shortens the hiring timeline, and ensures applicants are truly qualified.
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Veterans AffairsSimplifying Veteran‑facing services through VA.gov
Each month, over 10 million people attempt to access the digital tools and content at the Department of Veterans Affairs (VA) and have historically struggled to find what they’re looking for. Digital modernization efforts needed to focus on improving the user experience.