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Department of Veteran Affairs
Overview
Scheduling community care appointments online from referrals
We were tasked with designing a seamless digital solution that enables Veterans to easily schedule, modify, and cancel Community Care appointments. This initiative, driven by a congressional mandate, aimed to enhance accessibility, improve user experience, and reduce administrative barriers for Veterans seeking care outside VA facilities.
My Role:
UX Design / UX Research
Tools used:
Figma, Mural, Github, UX Pin
The Challenge
Weeding through multiple scheduling systems with a new team
Goals and Key Objective:
Understand legislative requirements
Gain insight on the current referral process and it's technical limitations.
Identify the parameters of out MVP
Find a solution that provides Veterans with a digital pathway to schedule their community care appointments online.
What We Did
Diving headfirst into the weeds to pull out what we needed.
Research
Understanding existing processes: Mapped out the current data systems used to track and schedule Veteran referrals.
Identify an MVP - Gathered all technical requirements in order to come up with an MVP to put in our pilot.
Userflows - Creating high-level userflows that utilized this new process.
Design and Testing
Wireframing - Built out a userflow with high-fidelity wireframes.
Prototyping - Created responsive prototypes in both Figma and UXPin in order to include accessibility testing using screen readers and screen magnification.
Usability Testing - Conducted research sessions to assess the usability of the designs
Challenges and Limitations
Complexities in data - The systems were incredibly difficult to parse through and therefor took a great deal of time and effort.
Learning new processes - Our team was newly formed at the beginning of this initiative. Along with the work, we were navigating new communication styles, documentation processes and
Technical feasibility - We were up against a number of technical constraints and had to work particularly hard to find a way around them.
Outcomes
Veterans will now be able to seamlessly schedule their community care appointments online from their referrals.
Broadened the direct scheduling capabilities on VA.gov
Enhanced the Veteran experience by providing them with more ways to connect to care.
Through usability testing we were able to identify areas in need of improvement.
Designs are built and ready to be used in a pilot study.
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