Transform a PDF application into an online submission flow
I transformed a complicated paper form into an intuitive online flow, allowing over 24,000 applications to be submitted online within the first two months.
Ad Hoc is a B2B2C software company that contractis with Veterans Affairs and other government agencies.
As a senior product designer, I was tasked to enable Veterans and their families to apply for health benefits online, replacing the existing paper and mail process.
Role: Senior Product Designer
Skills Used: Market research, customer interviews, user flows, user testing, user research, wireframing, low and high fidelity mockups, interaction design, prototyping, cross-team collaboration
Tools used: Figma, Mural
Timeframe: ~6 months, 2024
Mailing in printed PDFs is complicated and cumbersome
Convert VA Form 10-10d to a digital flow to allow applicants to submit applications online
How might we transform a PDF into an intuitive digital flow for the beneficiary that also eases the burden on the processor?
• Empowered 24k people to apply for benefits in only 2 months after initial launch.
• Receive benefits in weeks, not months
• Improved business efficiency by preventing errors such as: missing signatures, lost mail, illegible handwriting, etc.
Read through research and current state
Go through forms such as 10-10EZR
I facilitated a workshop for everyone on team to create the first section in Figma
1. Take inventory of what's needed
2. See what's on staging
3. User design system to create flow
Compiled questions and participated in all interviews with stakeholders at Veterans Affairs
Updated user flow given the new information we learned about the form and process in stakeholder interviews
Useder user fow to guide screen creation using VADS (Veterans Affairs Design System)
Dove deep into each page and brought up questions/concerns/risk/etc
New teams = lots of inefficiencies
Used to communicate designs to stakeholders and developers
Also included prototype and accessibility annotations
Assisted in post-interview analysis and report-writing
Most issues were larger problems with users' mental models, so we had minimal updates, as the flow itself tested very well.
We began compining ideas to address the larger issues long term.
The form was launched on VA.gov in fall of 2024
Check it out live here: https://www.va.gov/family-and-caregiver-benefits/health-and-disability/champva/apply-form-10-10d/introduction
(Feel free to play around with the application, but please do not submit anything)
Continue to iterate for post-launch updates to eliminate confusion
View resume as PDF