Overview

Client: B2B & B2C - U.S. Department of Veterans Affairs (VA)
My Role: UX Researcher and Strategist - I led the research, design, and strategies from start to finish
Duration: 3 weeks in 2021
Methodologies: Discovery Workshop, Flow Analysis, User Journey Map, User Interview, Usability Testing

Background

The COVID-19 pandemic prompted the VA to explore safer, faster, and more user-friendly methods for patients to access unscheduled vaccinations. The goal was to design a digital experience that would support efficient, touchless check-ins at VA medical facilities, regardless of tech literacy, access level, or scheduling needs.

This challenge was aligned with the VA’s mission of increasing access and improving care for millions of Veterans, including those with disabilities, mental health needs, or unstable housing.

The Problem

Existing facility check-in processes were not well-suited for unscheduled COVID-19 vaccinations. Patients often faced long waits, lacked real-time information, or were unsure where to go. There was no consistent mobile-first, self-service option—especially for those needing quick access to vaccines. Staff were overburdened with repetitive check-in tasks and triaging walk-in patients without adequate digital support.

Approach

I followed a human-centered design (HCD) approach grounded in the USDS Playbook, aiming to create a mobile-first, touchless check-in experience that was inclusive, accessible, and efficient. Rather than starting with assumptions or solutions, I prioritized uncovering user behavior, policy constraints, and technical limitations through close collaboration with stakeholders.

I began with a structured discovery workshop to align on goals and feasibility. Then I conducted rapid, insight-driven research to identify real pain points in the unscheduled vaccination process. Throughout the sprint, I co-created with internal UX designers, tested directly with users, and iterated quickly to build toward a solution that addressed both systemic and moment-based challenges.

I structured the sprint into four core phases to maintain agility while ensuring user and stakeholder feedback guided every decision.

Process

My process blended agile and service design practices. Each step was shaped by stakeholder collaboration and real-time user insight, enabling rapid iteration within a compressed timeline.

1. Discovery and Planning

Conducted workshops to align on goals, constraints, and technical feasibility
Defined target user profiles based on VA patient population segments
Identified opportunities to reduce cognitive and physical burden for patients and staff

2. User Research

Interviewed users across different demographics to understand how they seek care
Mapped their journey from “deciding to get vaccinated” to “arriving at the facility”

Surfaced unmet needs, like real-time wait times, location flexibility, and caregiver guidance

3. Design & Prototyping

Created a 508-compliant, mobile-first prototype of a check-in dashboard
Embedded estimated wait times, FAQs, and facility location features
Explored signage with QR codes, recorded hotline guidance, and kiosk support for offline users

4. User Testing

Conducted usability testing with users to validate the prototype
Collected feedback on comprehension, ease of use, and task satisfaction
Adjusted copy, wait time display, and visual hierarchy based on real-world input

5. Synthesis & Findings

Analyzed transcripts and observational notes to uncover behavioral patterns and usability issues
Identified recurring friction points and connected them to user goals and journey stages
Organized qualitative insights into actionable themes aligned with design hypotheses
Validated findings across different user types to ensure relevance and reliability

6. Presentation

Developed a concise, visually supported readout summarizing research findings and user feedback
Presented key insights and design recommendations to VA stakeholders in a sprint review
Used direct quotes and user interaction clips to highlight real-world impact
Sparked productive discussion around MVP prioritization and cross-team alignment

7. Follow-Up & Integration

Logged validated needs and improvement opportunities into the product backlog
Facilitated collaborative sessions to scope future features and user stories
Supported design and development handoff through annotated wireframes and Jira tickets
Helped shape the long-term roadmap with service design elements like signage, kiosk access, and caregiver support

Key Findings

Veterans valued real-time wait times to make informed decisions
Map-based guidance helped users feel confident about where to go
Caregiver-specific needs and simplified language were essential for accessibility
Users preferred immediate, intuitive entry points like QR codes and a single “Check In” button
Many participants suggested this experience be scaled to other clinics

Recommendations

Launch a touchless mobile check-in feature accessible via QR code or signage
Include estimated wait times and location switching
Design for edge cases: offline users, caregivers, and low digital literacy
Embed help content like videos, FAQs, and hotline options
Extend check-in across multiple touchpoints: mobile, signage, kiosk, and phone

Impact

Successfully validated technical feasibility within 3 sprints
Delivered a working prototype tested with 6 Veterans in under 3 weeks
Achieved cross-team alignment and stakeholder buy-in for MVP development
Generated a roadmap of enhancements for post-MVP expansion
Advocated for broader service design touchpoints including signage, call center scripting, and offline check-in support

Deliverables

Discovery Workshop Summary & Research Brief
Documented stakeholder goals, user types, and technical feasibility. Captured key questions and defined scope and sprint objectives.

User Journey Map
Mapped the Veteran’s experience from vaccination intent to facility arrival. Visualized pain points, emotional states, and design opportunities.

Wireframes & Mobile Prototype (Figma)
Developed a 508-compliant mobile-first prototype showing check-in flow, location switching, and estimated wait time logic. Used in usability sessions and demos.

Usability Testing Guide
Created structured task flows and behavioral probes to guide moderated remote testing. Ensured consistency across sessions.

User Testing Report with Quotes & Themes
Synthesized feedback into thematic insights supported by direct participant quotes. Identified friction areas and successful UI patterns.

Sprint Demo & Readout Presentation
Shared a concise, visual narrative with VA stakeholders to communicate findings and support decision-making around MVP scope and timeline.

Prioritized Feature Enhancement Backlog
Logged and ranked features for future sprints, including caregiver support, signage, and kiosk fallback.

Reflection

This project reminded me how powerful short design sprints can be when they are grounded in real user needs and focused on meaningful outcomes. Veterans were clear and honest about what they expected: reduce friction, respect their time, and offer options that are accessible and easy to understand.

The goal was not simply to provide digital access but to create something genuinely helpful and inclusive for a diverse group of users. Designing for walk-in care required us to account for uncertainty and bring a sense of clarity and control to an often chaotic moment.

If I were to do it again, I would advocate for earlier testing with users who have low literacy levels and for more direct involvement from caregivers. Accessibility is not just a compliance checkbox but a shared responsibility, especially in public-sector healthcare. Effective service design must extend beyond the interface to support physical environments, staff workflows, and policy.

I am proud that this work helped expand the conversation from screen-level improvements to broader, system-level impact by using research as a bridge between lived experience and sustainable change.

* Due to the NDA restrictions, the final outcomes of this project are confidential and cannot be posted on this website. Please contact me if you are interested in learning more about this project.

HYORIM PARK

Overview

Background

The Problem