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UNDERSTAND //
INSIGHTS: EBENEFITS 526EZ
10/ 06/ 17 | REPORT BY LAURA COCHRAN
ABOUT THIS REPORT
This research began with the question of, “How
might we better understand the existing
Veteran experienc...
“Right now, my head just
hurts.”
— DAVE
TODAY’S OBJECTIVE
Share the findings from the eBenefits disability
compensation baseline usability sessions.
CLUSTERINGSESSION DOWNLOAD
FINDINGS &
OPPORTUNITY RECOGNITIONRAW DATA CONCEPTS
PRIOR RESEARCH
THEME ONE THEME TWO
THEME TH...
WHAT WE DID
3
300MINUTES WITH
FUTURE APPLICANTS
EXTREME USER
TYPES
3USE EBENEFITS
WEEKLY
30+PAGES OF PREVIOUS
QUALITATIVE ...
OUR FINDINGS
The opportunities are in what’s missing — signals that
provide transparency, feedback and show empathy.
This ...
OUR FINDINGS
The physical activity required to locate information is
not acknowledged by the system and the system is
not ...
75%*WOULD SAVE AND EXIT
OR SKIP UPLOADING EVIDENCE
75%*WOULD GOOGLE
THE SPELLING OF TINNITUS
100%CHECKED THE BOX
WITHOUT R...
BUSINESS VALUE
These findings provide a framework:
To identify future products or feature enhancements that will increase
...
CONTENT
FINDING 1
The Veteran wants to build a rapport, begin a relationship, so they
can get the help they need. But, they feel t...
“Will this hurt me later?”
— DAVE
FINDING 2
When you do talk to me, I cannot tell if we are friends.
Feedback from the system throughout the application is ...
FINDING 3
The longer this relationship continues, the more uncertain I become
about where it is headed.
The “weight of the...
FINDING 4
While effective, the “workflow” is overwhelming when shown all at
once.
People that read everything, recognized ...
Scrolled through entire list until he found sleep apnea, missing the typeahead completely.
Typed “tin” then “ten” and stop...
FINDING 5
Tension between speed, trust and control climax at adding evidence
People want the process to be fast, but they ...
TAKEAWAYS
While the interface certainly can be
improved, it was never a blocker to
completing tasks.
TAKEAWAYS
The anxiety came from the unknown and the
disconnect between the real world activities
and virtual activities ne...
FINDINGS SUMMARY
The Veteran wants to build a rapport, begin a relationship, so they can get the help they need. But, they...
THANK YOU. QUESTIONS?
Baseline Usability: Applying for Disability Compensation Online
Baseline Usability: Applying for Disability Compensation Online
Baseline Usability: Applying for Disability Compensation Online
Baseline Usability: Applying for Disability Compensation Online
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Baseline Usability: Applying for Disability Compensation Online Slide 1 Baseline Usability: Applying for Disability Compensation Online Slide 2 Baseline Usability: Applying for Disability Compensation Online Slide 3 Baseline Usability: Applying for Disability Compensation Online Slide 4 Baseline Usability: Applying for Disability Compensation Online Slide 5 Baseline Usability: Applying for Disability Compensation Online Slide 6 Baseline Usability: Applying for Disability Compensation Online Slide 7 Baseline Usability: Applying for Disability Compensation Online Slide 8 Baseline Usability: Applying for Disability Compensation Online Slide 9 Baseline Usability: Applying for Disability Compensation Online Slide 10 Baseline Usability: Applying for Disability Compensation Online Slide 11 Baseline Usability: Applying for Disability Compensation Online Slide 12 Baseline Usability: Applying for Disability Compensation Online Slide 13 Baseline Usability: Applying for Disability Compensation Online Slide 14 Baseline Usability: Applying for Disability Compensation Online Slide 15 Baseline Usability: Applying for Disability Compensation Online Slide 16 Baseline Usability: Applying for Disability Compensation Online Slide 17 Baseline Usability: Applying for Disability Compensation Online Slide 18 Baseline Usability: Applying for Disability Compensation Online Slide 19 Baseline Usability: Applying for Disability Compensation Online Slide 20 Baseline Usability: Applying for Disability Compensation Online Slide 21 Baseline Usability: Applying for Disability Compensation Online Slide 22 Baseline Usability: Applying for Disability Compensation Online Slide 23 Baseline Usability: Applying for Disability Compensation Online Slide 24 Baseline Usability: Applying for Disability Compensation Online Slide 25 Baseline Usability: Applying for Disability Compensation Online Slide 26
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Baseline Usability: Applying for Disability Compensation Online

This research began with the question of, “How
might we better understand the existing
Veteran experience when applying for disability
compensation online?”

  • Seja a primeira pessoa a gostar disto

Baseline Usability: Applying for Disability Compensation Online

  1. 1. UNDERSTAND // INSIGHTS: EBENEFITS 526EZ 10/ 06/ 17 | REPORT BY LAURA COCHRAN
  2. 2. ABOUT THIS REPORT This research began with the question of, “How might we better understand the existing Veteran experience when applying for disability compensation online?”
  3. 3. “Right now, my head just hurts.” — DAVE
  4. 4. TODAY’S OBJECTIVE Share the findings from the eBenefits disability compensation baseline usability sessions.
  5. 5. CLUSTERINGSESSION DOWNLOAD FINDINGS & OPPORTUNITY RECOGNITIONRAW DATA CONCEPTS PRIOR RESEARCH THEME ONE THEME TWO THEME THREE THEME FOUR OPPORTUNITIES FINDINGS INTERVIEWS CONCEPT 1 CONCEPT 2 CONCEPT 3 THE METHOD
  6. 6. WHAT WE DID 3 300MINUTES WITH FUTURE APPLICANTS EXTREME USER TYPES 3USE EBENEFITS WEEKLY 30+PAGES OF PREVIOUS QUALITATIVE & QUANTITATIVE RESEARCH 5IN-DEPTH USER INTERVIEWS 1CERTIFIED OFFICER
  7. 7. OUR FINDINGS The opportunities are in what’s missing — signals that provide transparency, feedback and show empathy. This creates an uncomfortable, anxiety inducing experience. This leads to more misinformation and over sharing.
  8. 8. OUR FINDINGS The physical activity required to locate information is not acknowledged by the system and the system is not designed in a way that lets the Veteran know it is ok and expected to step away.
  9. 9. 75%*WOULD SAVE AND EXIT OR SKIP UPLOADING EVIDENCE 75%*WOULD GOOGLE THE SPELLING OF TINNITUS 100%CHECKED THE BOX WITHOUT READING THE TERMS 100%WOULD NOT KNOW SPECIFIC DATES OUR FINDINGS
  10. 10. BUSINESS VALUE These findings provide a framework: To identify future products or feature enhancements that will increase self-service adoption; To create experiences that map to the mental model of the Veteran, focusing on the human experience first.
  11. 11. CONTENT
  12. 12. FINDING 1 The Veteran wants to build a rapport, begin a relationship, so they can get the help they need. But, they feel they’re immediately thrown into a courtroom. Terms like “building a story,” “assembling” and “present a case” were used to describe the role of the applicant. 13 “Thought you would pump the brakes kinda like open enrollment.” BILL
  13. 13. “Will this hurt me later?” — DAVE
  14. 14. FINDING 2 When you do talk to me, I cannot tell if we are friends. Feedback from the system throughout the application is confusing or non-existent. 15 “This is giving me anxiety, because I don't know what these things mean, if your [my] application might not move forward.” GABE
  15. 15. FINDING 3 The longer this relationship continues, the more uncertain I become about where it is headed. The “weight of the process” increases with every minute invested. Veterans move quickly through the initial stages of the form then slow down more after each stage, becoming less confident in their ability to provide the right information. 16 “I feel the weight of the process even as Herman [the persona].” DAVE
  16. 16. FINDING 4 While effective, the “workflow” is overwhelming when shown all at once. People that read everything, recognized the navigation immediately, while your typical “scanner” only noticed either the left or top navigation. 17
  17. 17. Scrolled through entire list until he found sleep apnea, missing the typeahead completely. Typed “tin” then “ten” and stopped. Then, he went to Google to search for “Tinnitis” so he knew how to spell it. Said tinnitis and paused. He said he would Google it or look at his medical records. Searched for “ringing in the ears” first and found it. Then, searched for “tinnitis.” After finding both said they were the same and that one was a symptom of the problem while the other was a diagnosis. Typed “migraines” and no results were given. Had to be prompted to type “migraine.” Tried to select another condition to add instead of going back to the “Disabiilties Overview” page again. WHAT PEOPLE DID ALONG THE WAY
  18. 18. FINDING 5 Tension between speed, trust and control climax at adding evidence People want the process to be fast, but they also want it to be accurate. And, this “sounds like a real chore.” 22 “I feel like this is a dead end, because it hasn't pulled, I said yes [been to a VA medical center] but now none of the information is visible.” BILL
  19. 19. TAKEAWAYS While the interface certainly can be improved, it was never a blocker to completing tasks.
  20. 20. TAKEAWAYS The anxiety came from the unknown and the disconnect between the real world activities and virtual activities necessary to complete the application.
  21. 21. FINDINGS SUMMARY The Veteran wants to build a rapport, begin a relationship, so they can get the help they need. But, they feel they’re immediately thrown into a courtroom. When you do talk to me, I cannot tell if we are friends. The longer this relationship continues, the more uncertain I become about where it is headed. While effective, the “workflow” is overwhelming when shown all at once. Tension between speed, trust and control climax at adding evidence
  22. 22. THANK YOU. QUESTIONS?

This research began with the question of, “How might we better understand the existing Veteran experience when applying for disability compensation online?”

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