How might we drive adoption of modern sign-in credentials and make identity verification more accessible for a diverse Veteran population?
Continuing our work with VA OCTO under the CEDAR IDIQ, in 2023, MO was tapped to help tackle the complex issues of sign-in and identity verification. The VA’s Office of the Chief Technology Officer (OCTO) aims to enhance the accessibility, reliability, and security of Veterans’ digital services. With four sign-in credential options, two of which pose accessibility and security challenges, MO has been supporting this objective by migrating Veterans to the more secure identity credentials, Login.gov and ID.me. The team at MO boasts a wealth of expertise in navigating the complexities of identity verification, understanding that identity is multi-faceted and varies across individuals. Leveraging this proficiency, along with our expertise in research and human-centered design, we aimed to facilitate identity verification seamlessly, ensuring that Veterans always have a clear and accessible path to their entitled benefits and services.
Approach and Methodology
From initial discovery to implementation, MO took an approach to work collaboratively with VA, prioritizing user experience through extensive research, design, and prototype development. Following a model of continuous delivery, we worked towards compliance, user-centered design, and a seamless and simplified sign-in experience.
- User Discovery: Using behavioral science and human-centered design methods, our UX researchers and design team began the discovery process by conducting interviews with 39 Veterans and 14 VA stakeholders. This approach enabled MO to gain a thorough understanding of the current landscape and user experience from multiple perspectives.
- Defining Key Areas of Opportunity: Drawing from user feedback and iterating on concepts and ideas, the team created the foundational design research, strategy, service design artifacts and service blueprints for 5 key initiatives: 1) in-person identity proofing; 2) Non-Veteran user roles; 3) Security keys; 4) Transition Assistance Program (TAP); and 5) Inherited proofing.
- Success Through Iteration: Continuing to iterate and test concepts with users, MO prioritized two solutions—modernizing sign-in credentials and an innovative identity verification product and service. During implementation, focus was placed on adherence to standards, user-centered design, ease of use, and providing choices and support for Veterans on VA.gov.
Outcomes & Impact
MO’s efforts on CEDAR Identity have yielded positive, measurable outcomes that enhance efficiency and improve the user experience to meet Veterans’ needs and help alleviate challenges associated with identity proofing requirements. Highlights include:
- Using the insight from the research, we developed 188 concepts that were ideated and grouped into 6 opportunity areas.
- Building a centralized Identity dashboard, merging MPI, MHV, VA.gov, and Google Analytics data to provide key insights into credential migration.
- Deployed a communications strategy through an omnichannel service via GovDelivery on VA.gov. This enabled stakeholders to customize updates and campaign messaging within the existing VA.gov digital infrastructure. In testing, tailored communications facilitated modern credential adoption, boosting account creation success.
- Currently moving from a prototype to a pilot, the In-Person Identity Proofing (IPP) Application will use several of the existing infrastructure and platform offerings including VA.gov and Lighthouse API Gateway. The modern and responsive web application will be accessible across mobile and desktop clients and will include an API layer to support the application front end. Upon successful completion of the pilot, MO will begin work on rolling out the in-person identity proofing service nationwide.
Conclusion
- At MO, we are thrilled to facilitate the transformative impact of CEDAR Identity. By addressing the specific needs of VA in the realm of identity and access, we are paving the way for a more secure, equitable, efficient, and user-centric future across government.
- CEDAR Identity has enabled MO to demonstrate the following capabilities to ensure continued success:
- Commitment to delivering resilient, people-centered solutions by ensuring user satisfaction, compliance, and continuous improvement.
- A collaborative approach that empowers VA teams and fosters inclusivity.
- Holistic thinking that considers the entire ecosystem, from user experience to technical infrastructure, ensuring sustainable solutions for the modernization of Veterans’ services.