How DVA’s digital service helps veterans to find work.


Department of Veterans' Affairs


User Research
UX Design
Content Design



Creating a website with the user at the forefront

The Prime Minister’s Veterans’ Employment Program (VEP) identified that their current digital platform was not in line with users’ needs and not able to scale as the Program grew.

To inform the design of the VEP website, our team of User Researchers conducted focus groups and one on one interviews with users of the current website. They examined how people use the website, any pain points or frustrations they may encounter and also examined which information was most frequently accessed.

Our team, working in an agile method with VEP staff were able to create website prototypes that would comprehensively meet the users needs. Working closely with VEP staff ensured their Digital Service Standard was met.

Bringing the site to life. 

Following the Alpha stage of designing prototypes, we moved into Beta: turning the prototyped designs into a live site. We created the content for the full site, further developed the look and feel of the platform, and designed and built new features. We then tested the site with a variety of users, working with the VEP team to prioritise improvements and iterate on the site.

Usability testing made finding employment one step easier for veterans

VEP’s digital service has been designed and build in line with user needs, and meets WCAG 2.0 Level AA. The VEP site helps veterans to find employment, as proven through usability testing.

The website also now helps educate employers about the benefit of hiring veterans, and provides services to help industry stakeholders engage with the Program. Testing shows that users (both veterans and employers) have a frictionless, positive experience with the digital service.


While you're here, explore what we did for Department of Industry, Innovation and Science.

From the archive

Improving business competitiveness and productivity with service design.

Read about the Department of Industry, Innovation and Science program