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Department of Veteran Affairs
Overview
An easy to scan home page for Veterans to manage their appointments
Our team fully redesigned the appointments home page, providing Veterans a cleaner, more simplified overview of their appointments.
The Challenge
Feedback suggested that Veterans were in need of a more dashboard-like experience, that allowed them to more effectively manage and prepare for their scheduled appointments.
Goals and Key Objective:
Ensure Veterans can easily view, manage, and understand their upcoming and past appointments.
Simplify navigation and minimize cognitive load.
Ensure full 508 compliance and WCAG standards for all users.
Improve screen reader compatibility and keyboard navigation.
What We Did
Research
We ran a research study that included several Veterans from diverse backgrounds and demographics. Through these sessions, we found they were having difficulty with the information displayed on their appointments lists, noting that it was difficult to scan for information and distinguish between the types of appointments they had scheduled.
Design and Prototype
We addressed our research findings and from that came a new appointment list that would:
Increase scan-ability of the appointments lists.
Improve the Veterans experience with printing their appointments lists
Provide more pertinent information to Veterans (Who, What, Where, When, Why, How)
Help veterans better distinguish between the types of appointments
Outcomes
Veterans will now be able to easily scan their list of appointments for information that they've deemed most pertinent.
Made appointment lists easier to quickly scan and understand.
Enhanced the printing experience, making appointment details clearer and more usable.
Ensured Veterans received essential information—who, what, where, when, why, and how—at a glance.
Clarified appointment types to reduce confusion and support better preparation.
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