Veterans’ Gateway Mobile App: User Experience Research

The Veterans’ Gateway mobile app is an important tool providing service information for veterans and their families in an easily accessible way. To ensure the success of the mobile app and that the subsequent data capture is an accurate representation of the location and needs of the Armed Forces Community, the mobile app must be accessible, functional and provide accurate information to the users. The aim of this study was to gain a snapshot of the user experience of the Veterans’ Gateway mobile app to determine what works and what could be improved.

The research was carried out over two phases. Phase One was an online questionnaire to determine an overview of the user experience of the Veterans’ Gateway mobile app. The findings from Phase One informed the development of a semi‐structured interview schedule for Phase Two.

Findings from Phase One and Phase Two were integrated to show quantitative and qualitative results. A number of areas were identified for discussion: ‘Overall Experience of the Mobile App’, ‘Interface Navigation’, ‘Categories in General Menu’, ‘Service Information and Representation’, and ‘Increase Awareness’.

A number of recommendations that could help to improve the mobile app in the future were also identified. These recommendations cover four main areas relating the mobile app, navigation, services, awareness, and a tutorial.