JJR Solutions to Support VA Veterans Experience Office in Human-Centered Design Contract

JJR Solutions has been selected by the U.S. Department of Veterans Affairs (VA) Veterans Experience Office (VEO) to provide Human-Centered Design (HCD) support that will help improve VA’s overall Customer Experience (CX) and Employee Experience (EX).

“Our team, which includes partners Maximus, Vetrics Group, Technical Assent, and Trilogy Federal, is honored to be chosen by VEO to help them fulfill the president’s executive order on transforming customer experiences in the Federal Government,” said JJR Chief Executive Officer Dave Judson. “Ultimately this work will enable VA to provide the highest quality experience for Veterans and their families who need care, benefits, and memorial services, and that’s something very important to our team.”

The human-centered services that VEO may ask Team JJR to perform during this base-plus-four-option-years contract include:

• Service design
• User Experience (UX) design
• Research design
• Graphic and visual design
• Change management
• Communications
• Training support
• Technical writing
• Branding/marketing
• Event planning and implementation
• Prototype refinement

JJR Program Manager Liz Howard noted, “I’m excited about the opportunity we have to really bring innovative approaches to VEO through our Total Experience (TX) capabilities, which include our Magnify© methodology, HCD techniques, and outstanding team of experts in Dayton, the National Capital Region, and throughout the U.S.”

The VEO HCD contract, which began on September 25, 2023, was established through JJR’s Phase III Small Business Innovation Research (SBIR) Basic Ordering Agreement, which is available to any Federal agency. The SBIR gives clients full access to JJR’s Magnify© methodology, which blends HCD and TX into a design process that keeps end users as the focus and helps them adapt to new processes and systems smoothly.

“We see this partnership with VEO as a huge win for our client, our extended team, and ultimately for Veterans,” concluded Judson. “Together with our partners, we’re looking forward to helping VEO fulfill their vision of being the leading CX organization in Government.”

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