USO Digital Transformation
A strategic overview and assessment of USO’s digital landscape, from a technical and a business perspective.
Client
Timeline
Type
Design
Overview
I led the UI and interaction design for the United Service Organizations (USO) transformation roadmap, helping catalog the company’s systems, applications, and infrastructure within an interactive microsite.
Project vision
Challenge
Modernize the old processes into standard company practices of today
Pull in the data from stakeholder interviews to help understand customer behavior
Guide staff in prioritizing their next steps based on recommendations
Digital Roadmap Value
The digital roadmap offers several powerful benefits across strategy, communication, and execution—especially for stakeholder engagement and allows for them to prioritize recommendations that's important to them.
Vision Statement
The outlining of how the USO will leverage digital technologies to achieve its goals.
Current State Reflections
The team conducted 46 interviews with individuals from across the organization to best understand the needs and challenges of USO and its constituents related to digital transformation.
Future Recommendations
A strategic approach that encompasses culture, technology, and people associated with the USO.
Interactive Roadmap
Goal
Develop a data-driven culture, business processes, and technology infrastructure to advance mission delivery and fundraising efforts and to inform decision-making by developing a digital roadmap.
Benefit 01
Modernize processes
by combining separate operations to improve visibility and speed.
Benefit 02
Evolve the customer experience
to improve understanding of behaviors using data to deliver personal experiences.
Benefit 03
Empowering staff and volunteers
with integrated tools and processes that usher in a new era of data.
Result
Implementing an interactive digital roadmap led to measurable improvements in USO's team alignment, project visibility, and stakeholder engagement. Project timelines became more predictable, with a reduction in delays by over 20% due to real-time tracking and clearly defined dependencies.
Cross-functional teams reported fewer miscommunications and required fewer status meetings, saving dozens of hours per month. Stakeholder engagement also increased, with higher interaction rates and more consistent feedback, thanks to the roadmap’s accessibility and dynamic interface.
Overall, the roadmap enabled faster decision-making, enhanced accountability, and more accurate forecasting, ultimately driving more efficient and transparent execution across initiatives.