Caregivers
The Problem.
The organization wanted to better understand the experiences of caregivers of veterans as a targeted caregiver program expands to include caregivers of veterans from all service eras. Some pain points were identified prior to research, including unclear eligibility criteria, subjective interpretation, and program execution.
The Process.
I led a four-person team conducting desk research to understand the landscape of veteran caregiving, define research questions for field work, and confirm stakeholder priorities. Our team then conducted human-centered design field research with caregivers, veterans, program staff, and health providers, speaking with 97 individuals. This field research consisted of qualitative interviews, observations, and interactive activities with users to understand their experience of caregiving and this specific caregiving program, including bright spots, pain points, and unmet needs. The team synthesized the data from the research, creating a journey map, personas, and an insights report.
The Solution.
The research provided more clarity into the pain points and opportunities of caregivers and brought to light other insights that help inform opportunities for program and system improvements as part of the program’s expansion.
