How a quick fix skyrocketed VA.gov satisfaction scores

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The U.S. Digital Services and the Department of Veterans Affairs launched an effort in March 2018 to redesign and streamline the VA.gov site. They didn’t change much actual content, but instead reorganized and reframed web pages to make it easier for veterans to find the information they needed.

The project was completed in November 2018, and customer satisfaction with the altered web pages increased over 20 points in the months that followed.

The satisfaction went from a 55 to a 67 essentially overnight by providing customization, plain language, one version of any of the content or one version of the tool people were trying to get to, and overall people were much, much happier,” Chris Johnston, product manager of digital service at VA, told Federal Times.
How a quick fix skyrocketed VA.gov satisfaction scores

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