VA · VA-24-3164 · record R2342

Human-Centered Design (HCD) User Feedback Summary, Analysis, and Design

Department of Veterans Affairs · VHA: Veterans Health Administration

Overview

Development stage: DeployedSource: c) Deployed – The use case is being actively authorized or utilized to support the functions or mission of an agency.
High-impact designation: Not high-impactSource: c) Not high-impact
Impact justification: Not reported
Start date: Not reported
Withheld from public reporting: Not reported

Mission

Topic area: Administrative Functions
Operational functions: Summarization Derived by keyword rules; see methodology

Problem the AI is intended to solve

The Human-Centered Design (HCD) team uses Large Language Models (LLMs) and custom agents to enhance user experience (UX) research. The AI system streamlines tasks such as analyzing user feedback, generating user stories, summarizing workshop outcomes, and refining user personas. The primary purpose is to improve the accessibility and clarity of user feedback, providing a better understanding of the needs of veterans and healthcare providers. The main problem to be solved is to maximize insights with massive amounts of app feedback to drive change.

Expected benefits

Faster insights, less manual labor for staff, and improved efficiency.

System outputs

Power BI dashboard consolidating app feedback across Mobile App (VA resource), Feedback UI (VA resource), Google, and Apple.

Technology

AI classification: Natural language processingSource: Natural Language Processing: AI that processes, interprets, and shares information in human language.
System name(s): Not reported
Custom-developed code: Yes
Public source code: Not reported

Sourcing

How it was built: Developed in-houseSource: b) Developed in-house
Vendor (as reported): Not reported
Vendors (standardized): None on the standard list

A vendor is the supplier named by the agency. It does not identify the underlying model or AI technology.

Data and privacy

Involves PII: Not reported
Privacy Impact Assessment: Not reported
Authorization to Operate: Not reported
Demographic features: Not reported
Training and evaluation data: Not reported
Federal Data Catalog: Not reported

Governance

0 of 8 minimum-practice questions answered. A blank answer means the agency reported nothing; it does not mean the practice is absent.

Pre-deployment testingNo answer reported

AI impact assessmentNo answer reported

Independent reviewNo answer reported

Ongoing monitoringNo answer reported

Operator trainingNo answer reported

Fail-safeNo answer reported

Appeal processNo answer reported

User and public consultationNo answer reported

Potential impacts and how they were identified

Not reported