Scenario

The VA Eligibility Office would like to make a copy of the Veteran's 1095B form available to logged-in users on VA.gov

I utilized the VA design system (https://design.va.gov/) worked with a team from Frog Design, PM's at McKinsey and the team at the VA to design a UX journey around this paper form and the digital transformation of said form.
I analyzed best in class examples regarding the function of digital transformation of forms as well as enrolling into a paperless process. I also researched how other insurance organizations handle the 1095-B - as some organizations are not sending this form whatsoever.

Successes/Lessons Learned

Too many designers on a project can overcomplicate the design process. Also, having too many organizations in the design space runs into conflicts around branding for deliverables, acceptable deliverables and more. Make sure leadership creates a RACI document early - if not this will lead to a decay on team morale.

Client:

Veterans Affairs

Project Start Date

2022

Project End Date

2022

Link to project

https://github.com/department-of-veterans-affairs/digital-experience-products/issues/274

Roles

UX, UI, Graphics, Cx

Audience

All Veterans and affiliated caretakers and dependents requiring 1095-B form

Methods Used

Process mapping, UX research

What I contributed

UX flows, Comparative service analysis and process mapping, User research,