Veteran Customer Experience Human-Centered Design

The Department of Labor Veterans’ Employment and Training Service (VETS) has embarked on a Human-Centered Design project to better understand the veteran customer experience with American Job Centers throughout the country, specifically services provided through the Jobs for Veterans State Grants (JVSG) program. To understand the goals and challenges of VETS and JVSG customers, the researchers addressed the following research aims: uncover service gaps, explore resource utilization, and understand the employment landscape.