Special Issues Tool - VA Claims Processing Interface
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
As part of my work on a VA modernization initiative, I designed a tool to help claims reviewers accurately identify and assign special issues, which are 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.
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
Key Challenges
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
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