The Veterans’ Review Board (VRB) is a tribunal created by the Australian Parliament to review decisions about Repatriation Pensions (other than Service Pensions) and attendance allowance. The VRB is independent of the Repatriation Commission and DVA.
Through the VRB’s own stakeholder engagement activities it was clear there was an opportunity to provide more convenient digital services to VRB users (veterans and their representatives / advocates, as well as DVA staff). VRB was keen to understand the needs, wants and frustrations of users in order to shape the design of an external digital service. The research was to help inform the development and roll-out of features to external users.
Pragma designed a User Research Blueprint to map each of these user needs against the existing External Portal MVP and highlight the next steps in the user research lifecycle.