VA Video Connect (VVC)
Enhancing Remote Care Access through Secure Video Connections.
VA Video Connect is a secure telehealth app designed to help Veterans and their caregivers connect with VA healthcare providers through live video on any device, bridging the gap in healthcare access for Veterans across the U.S.
Project Type
Healthcare, Government, Web, Mobile App
Timeline
August 2022 – Present
Role
UI/UX Designer
Tools & Methods
Figma
User Research
Prototyping
User Testing
My Role & Impact
As the UI/UX Designer, I collaborated closely with the VA’s Human-Centered Design (HCD) team, who led user interviews and testing. My role involved designing the app interface, building user flows, creating user personas, and iteratively improving the user experience based on research insights and direct feedback from stakeholders, including physicians.
Problem
For many Veterans, accessing VA healthcare facilities is challenging due to distance, mobility issues, or time constraints. The VA sought to enhance Veterans' access to care by making it easier and more secure to consult with VA providers remotely through video appointments.
GOAL
To develop an accessible, intuitive telehealth app that enables Veterans to connect with VA providers via video, improving remote healthcare access, reducing appointment friction, and integrating VA-issued Bluetooth peripheral devices for enhanced monitoring.
Discovery & Research
To gain a deep understanding of the needs and challenges faced by Veterans using telehealth, we conducted desk research on healthcare accessibility issues and explored telehealth industry standards. In collaboration with the HCD team and VA stakeholders, including physicians, we gathered user insights and observed their workflows, synthesizing this information into key user personas and identifying major pain points to address in the design.
Some Example Flows
User flows were crafted to streamline the journey from downloading the app to completing a video appointment, ensuring an intuitive experience for new and returning users.
Meet John Davis
To better understand the needs of Veterans using VA tools, we created a persona, John Davis, who represents a typical user experiencing challenges with remote healthcare access.
Challenges
Complexity in User Needs
Veterans’ needs vary greatly depending on location, health condition, and tech comfort. Ensuring a design that met this diversity was key in developing accessible, personalized care options.
Stakeholder Collaboration
Incorporating insights from VA physicians, administrators, and technical staff required balancing multiple perspectives, which was essential to shaping a well-rounded telehealth solution.
Outcome
VA Video Connect has empowered Veterans across the country to access essential healthcare services from their homes.
The addition of VA-issued Bluetooth peripherals improved patient monitoring, while the simplified interface and guided support materials ensured that users of all backgrounds could navigate the app easily. Following launch, user satisfaction scores showed significant improvement, with fewer reported barriers to accessing virtual appointments.