Evolving the Way Organ Donors and Recipients Globally Connect

The United Network for Organ Sharing (UNOS) is a non-profit organization that administers the only organ transplant system in the nation. Additionally, UNOS provides data services for its members, including transplant centers, Organ Procurement Organizations and Histocompatibility Labs. Veracity partnered with UNOS to redesign, develop and implement a new Customer Service Portal to enhance the user experience and streamline the workflow between their donor organizations and recipients. A hands-on discovery process allowed us to work closely with users and product owners through UX assessments and workshops to further learn and better understand their challenges, allowing us to develop customized ServiceNow components centered around primary users and their vital tasks. Realigning taxonomies enhanced findability and allowed users to intuitively access information. The enhanced experience increased efficiency, reducing data errors and enabling users to easily make updates to important records.