U.S. Department of Veterans Affairs (VA) to streamline clinical operations

Veterans checking into VA clinics for unscheduled services, such as vaccinations, faced significant administrative hurdles. Long wait times and complex "red tape" often increased anxiety—particularly for those managing PTSD and other service-related conditions. The VA required a mobile solution that was simple, intuitive, and capable of reducing both wait times and error rates across a diverse veteran population.

Traverse conducted 60–90 minute individual interviews with a diverse participant group, including veterans, clinicians, and caregivers. This phase identified critical friction points:

User Pain Points: PTSD-related anxiety, immobilization, and frustration with technology.

Stakeholder Needs: Clinicians required better communication channels and reduced administrative burdens, while veterans needed to know exactly what to expect.

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Leveraging AI-augmented delivery capabilities to accelerate insight generation, Traverse evaluated 20 user-centric concepts. High-priority features included:

Pre-visit Paperwork: Automating EMR fields to "jump-start" visits before arrival.

Real-time Notifications: In-app alerts for place-in-line and estimated wait times.

Drive-thru Options: Tailored workflows for different modes of transportation and accessibility needs.

The sprint culminated in high-fidelity wireflows for a streamlined "Walk-in-Vaccine" process. The design focused on human-centered accessibility, featuring:

Clear, step-by-step COVID-19 screening.

Simplified "You’re in line!" status updates to reduce patient uncertainty.

A final "OK to proceed" digital pass for seamless clinic entry.

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The collaboration resulted in a solution that redefined the veteran's clinical journey:

100% Major Improvement: All study participants rated the new process a 5 out of 5 for improvement over the original scenario.

Reduced Clinical Burden: By automating post-symptom questionnaires and check-ins, the app eliminated unnecessary staff calls and manual data entry.

Enhanced Wellness: The streamlined touchpoints directly addressed veteran anxiety by providing a predictable, paperless experience.

The Traverse Difference

Unlike Tier 1 firms, Traverse provided genuine senior practitioner involvement throughout the 7-day sprint, ensuring that complex veteran needs were met with empathy and scientific rigor. By blending creativity with purpose, Traverse delivered a high-impact, mid-market accessible solution that transformed a legacy government process into a modern, mobile-first experience.

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