Charles Worthington, the VA’s chief technology officer (CTO), has been at the agency since the beginning of the journey to redesign the website... “The first lesson is to design with your users, not for them,” he said. “We need to bring the voice of the users into the process, and the way that we do that is with a really intentional program of doing human-centered design and veteran-user research.” ... The second lesson learned is to set a vision and agree on principles. Worthington said at the time of the website overhaul, the vision was to create “a customer-focused homepage with a clear way to log in.” ... Read the full article here.