Improving Veterans’ Enrollment at Medical Centers
How can the VA ensure consistent experiences across channels and reduce the risk of enrollment delay?
Partners & Funders
The Project
Veterans must submit enrollment applications to receive health services but this process is not always consistent across channels. PPL researched veterans’ motivations for enrolling in VA health care at VA medical centers and designed opportunities to improve the enrollment experience.
The Outcome
PPL mapped out the five phases of veterans’ and staff’s experiences, identified key insights based on research, and highlighted opportunities for improving each phase of veterans’ experiences.
Improving Veterans’ Enrollment at Medical Centers
How can the VA ensure consistent experiences across channels and reduce the risk of enrollment delay?
Partners & Funders
The Project
Veterans must submit enrollment applications to receive health services but this process is not always consistent across channels. PPL researched veterans’ motivations for enrolling in VA health care at VA medical centers and designed opportunities to improve the enrollment experience.
The Outcome
PPL mapped out the five phases of veterans’ and staff’s experiences, identified key insights based on research, and highlighted opportunities for improving each phase of veterans’ experiences.
