Project Overview
As part of my work on a VA modernization initiative, I designed a tool to help claims reviewers accurately identify and assign special issues—complex or sensitive factors that affect how a veteran’s benefits claim is processed. This tool reduces human error, saves time, and ensures veterans receive the attention their situations require.

The Challenge
Identifying special issues within a veteran’s claim was previously a manual, time-consuming process. Staff had to sift through multiple data sources, often under pressure, to determine if special handling was required. This led to:

• Missed or incorrect issue tags

• Delays in processing

• Inconsistent experiences for veterans

The system needed a more efficient, user-friendly way to surface relevant information at the right time.

The Solution
I helped design the Special Issues Tool, which displays as a pop-up interface that appears during the claims review process and shows suggested tags based on automated analysis of a veteran’s data and documentation.

Key functions include:

• Automated suggestions for special issues based on claim details

• Labels like “Add,” “Remove,” or “SI Assistant” (for suggestions needing human review)

• Direct access to evidence so users can verify why a suggestion was made

• Quick-select options for adding/removing tags with minimal clicks

My Role

• Designed the user interface and interaction flow

• Simplified complex language and workflows

• Balanced automation with human review

• Ensured accessibility and clarity across varied use cases

Key Design Features

• Integrated pop-up that doesn’t interrupt workflow

• Labels for quick decision-making

• Smart recommendations powered by backend logic

• Evidence links to maintain user trust

• Reduces decision fatigue and improves consistency

Impact & Results

The tool streamlines a previously manual process, enabling VA staff to:

• Tag claims more accurately and consistently

• Reduce rework and processing errors

• Save time and effort on each claim

• Improve fairness and efficiency in the claims process

• Deliver a better overall experience for veterans