Visualizing Complexity
The role of a designer is to understand, map and communicate the complex nature of the systems we hope to improve. Whether it’s clear alignment about the current state, a depiction of a future state, or a statement of the problem space itself, these visuals are the first step to any large or small-scale design initiative.
MODERNIZING THE APPEALS PROCESS | Visualized the appeals process for The Department of Veterans Affairs, in attempt to move towards shared collective knowledge and away from talking in circles.
Used in roundtable discussions that eventually led to the passage of the Veterans Appeals Improvement and Modernization Act of 2017
MODERNIZING THE APPEALS PROCESS, Part 2 | Version II, to account for different brains making sense of things different ways.
CONOPS (Concept of Operations): A document I created for our own team to align around and then communicate the way we make decisions to external stakeholders.
Concierge | System map of a reimagined pathway into mental healthcare at the VA, and the necessary components we would need in order to create a pilot. Used to socialize amongst stakeholders and gather feedback on feasibility.
We referred to these journey map / service blueprints as CONOPS. CONOPS, standing for Concept of Operations, is a military term defined as “a document describing the characteristics of a proposed system from the viewpoint of an individual who will use that system”.
Concierge | Part II of the Concierge Systems Map (or CONOPS) illustrating the human value behind each of the components of the proposed system.
Bureaucracy | An attempt to illustrate the Innovation Ecosystem at VA and how efforts grow, are tested, and then funnel into diffusion.
Confusion | Attempting to communicate the complexity of navigating our mental health care system.