CINXE.COM

<!DOCTYPE html><html lang="en"><head><meta charSet="utf-8"/><meta name="viewport" content="width=device-width"/><title>Helping Veterans get disability benefits faster</title><link rel="icon" href="/favicon.svg" type="image/x-icon"/><meta property="og:type" content="website"/><meta property="og:title" content="Helping Veterans get disability benefits faster"/><link rel="canonical" href="https://www.navapbc.com/case-studies/veterans-disability-benefits-faster"/><meta property="og:url" content="https://www.navapbc.com/case-studies/veterans-disability-benefits-faster"/><meta property="og:site_name" content="Nava PBC"/><meta property="og:description" content="We partnered with VA and prime contractor Agile Six to increase access to Veteran disability benefits. "/><meta name="twitter:title" content="Helping Veterans get disability benefits faster"/><meta name="twitter:description" content="We partnered with VA and prime contractor Agile Six to increase access to Veteran disability benefits. "/><meta name="description" content="We partnered with VA and prime contractor Agile Six to increase access to Veteran disability benefits. "/><meta property="og:image" content="https://images.ctfassets.net/t2ekr6eg3fr3/vjBMvo8CShZEAAFHGyJ3e/4cb441931963faf6cb0c55b33b072900/S1-S4-Helping_Veterans-Content-card-V1.png"/><meta name="twitter:image" content="https://images.ctfassets.net/t2ekr6eg3fr3/vjBMvo8CShZEAAFHGyJ3e/4cb441931963faf6cb0c55b33b072900/S1-S4-Helping_Veterans-Content-card-V1.png"/><meta name="twitter:card" content="summary_large_image"/><link rel="preload" as="image" imageSrcSet="/_next/image?url=https%3A%2F%2Fimages.ctfassets.net%2Ft2ekr6eg3fr3%2FvjBMvo8CShZEAAFHGyJ3e%2F4cb441931963faf6cb0c55b33b072900%2FS1-S4-Helping_Veterans-Content-card-V1.png&w=640&q=75 640w, /_next/image?url=https%3A%2F%2Fimages.ctfassets.net%2Ft2ekr6eg3fr3%2FvjBMvo8CShZEAAFHGyJ3e%2F4cb441931963faf6cb0c55b33b072900%2FS1-S4-Helping_Veterans-Content-card-V1.png&w=750&q=75 750w, /_next/image?url=https%3A%2F%2Fimages.ctfassets.net%2Ft2ekr6eg3fr3%2FvjBMvo8CShZEAAFHGyJ3e%2F4cb441931963faf6cb0c55b33b072900%2FS1-S4-Helping_Veterans-Content-card-V1.png&w=828&q=75 828w, /_next/image?url=https%3A%2F%2Fimages.ctfassets.net%2Ft2ekr6eg3fr3%2FvjBMvo8CShZEAAFHGyJ3e%2F4cb441931963faf6cb0c55b33b072900%2FS1-S4-Helping_Veterans-Content-card-V1.png&w=1080&q=75 1080w, /_next/image?url=https%3A%2F%2Fimages.ctfassets.net%2Ft2ekr6eg3fr3%2FvjBMvo8CShZEAAFHGyJ3e%2F4cb441931963faf6cb0c55b33b072900%2FS1-S4-Helping_Veterans-Content-card-V1.png&w=1200&q=75 1200w, /_next/image?url=https%3A%2F%2Fimages.ctfassets.net%2Ft2ekr6eg3fr3%2FvjBMvo8CShZEAAFHGyJ3e%2F4cb441931963faf6cb0c55b33b072900%2FS1-S4-Helping_Veterans-Content-card-V1.png&w=1920&q=75 1920w, /_next/image?url=https%3A%2F%2Fimages.ctfassets.net%2Ft2ekr6eg3fr3%2FvjBMvo8CShZEAAFHGyJ3e%2F4cb441931963faf6cb0c55b33b072900%2FS1-S4-Helping_Veterans-Content-card-V1.png&w=2048&q=75 2048w" imageSizes="100vw" fetchpriority="high"/><link rel="preload" as="image" imageSrcSet="/_next/image?url=%2F_next%2Fstatic%2Fmedia%2FArticle-Pattern.bd25e74f.png&w=640&q=75 640w, /_next/image?url=%2F_next%2Fstatic%2Fmedia%2FArticle-Pattern.bd25e74f.png&w=750&q=75 750w, /_next/image?url=%2F_next%2Fstatic%2Fmedia%2FArticle-Pattern.bd25e74f.png&w=828&q=75 828w, /_next/image?url=%2F_next%2Fstatic%2Fmedia%2FArticle-Pattern.bd25e74f.png&w=1080&q=75 1080w, /_next/image?url=%2F_next%2Fstatic%2Fmedia%2FArticle-Pattern.bd25e74f.png&w=1200&q=75 1200w, /_next/image?url=%2F_next%2Fstatic%2Fmedia%2FArticle-Pattern.bd25e74f.png&w=1920&q=75 1920w, /_next/image?url=%2F_next%2Fstatic%2Fmedia%2FArticle-Pattern.bd25e74f.png&w=2048&q=75 2048w" imageSizes="100vw" fetchpriority="high"/><meta name="next-head-count" content="18"/><link rel="preload" href="/_next/static/css/45b5966b56145f43.css" as="style"/><link rel="stylesheet" href="/_next/static/css/45b5966b56145f43.css" data-n-g=""/><link rel="preload" href="/_next/static/css/1aa395170fea6b66.css" as="style"/><link rel="stylesheet" href="/_next/static/css/1aa395170fea6b66.css" data-n-p=""/><noscript data-n-css=""></noscript><script defer="" nomodule="" src="/_next/static/chunks/polyfills-78c92fac7aa8fdd8.js"></script><script defer="" src="/_next/static/chunks/4552.531faa335d1bfdeb.js"></script><script defer="" src="/_next/static/chunks/2227.8ee53d3b9a60f605.js"></script><script defer="" src="/_next/static/chunks/9166.461144e6118ec717.js"></script><script defer="" src="/_next/static/chunks/5936.8a039496410dd890.js"></script><script defer="" src="/_next/static/chunks/5620.2b39c4f6378a7e7c.js"></script><script src="/_next/static/chunks/webpack-be155bbd21581b3a.js" defer=""></script><script src="/_next/static/chunks/framework-840cff9d6bb95703.js" defer=""></script><script src="/_next/static/chunks/main-9877a51c3cee18b9.js" defer=""></script><script src="/_next/static/chunks/pages/_app-9f59045fbd67ae2c.js" defer=""></script><script src="/_next/static/chunks/7264-e66c009017c0f342.js" defer=""></script><script src="/_next/static/chunks/5680-7276c15a0fe276dd.js" defer=""></script><script src="/_next/static/chunks/294-3b01dac049714702.js" defer=""></script><script src="/_next/static/chunks/4003-4f48c62db3602bd3.js" defer=""></script><script src="/_next/static/chunks/1972-2f272c9ab38d3d78.js" defer=""></script><script src="/_next/static/chunks/3221-6b88030876b2ba5f.js" defer=""></script><script src="/_next/static/chunks/1809-14235964ad3bb618.js" defer=""></script><script src="/_next/static/chunks/pages/case-studies/%5Bslug%5D-05f18526104d57e1.js" defer=""></script><script src="/_next/static/5MxuGUISVctJ3EIbaHtMR/_buildManifest.js" defer=""></script><script src="/_next/static/5MxuGUISVctJ3EIbaHtMR/_ssgManifest.js" defer=""></script></head><body><div id="__next"><div class="h-screen"><div class="flex flex-col"><header class="bg-white w-full z-50"><div class="hidden lg:flex responsive-container flex-wrap items-center justify-between h-[80px]"><a class="absolute -left-[1000px] focus:left-0 top-0 bg-white p-sm" href="#main">Skip Navigation Links</a><a href="/" id="home-link" class="navbar"><svg width="96" height="44" viewBox="0 0 96 44" fill="none" xmlns="http://www.w3.org/2000/svg"><title>Nava Home</title><path d="M84.5599 24.1866C83.2722 24.1866 82.395 23.4215 82.395 22.339C82.395 21.126 83.3655 20.3795 85.3624 19.9689L87.6952 19.521V21.4432C87.6952 23.0669 86.4075 24.1866 84.5599 24.1866ZM81.2379 29.0016C84.2799 29.0016 86.8927 27.6765 87.9378 25.5863C87.9378 26.6687 88.0124 27.6019 88.2177 28.5163H96C95.7201 27.4712 95.5148 25.549 95.5148 23.5708V16.2737C95.5148 10.5257 92.3048 7.9689 85.325 7.9689C79.1104 7.9689 75.2473 10.5816 74.8927 15.2286H82.8056C82.9176 13.6236 83.7201 12.8212 85.2877 12.8212C86.6501 12.8212 87.4152 13.549 87.4152 15.0607V15.9378L81.9658 16.7589C79.0358 17.2068 77.1135 17.8787 75.9005 18.9238C74.7807 19.8942 74.2582 21.2193 74.2582 23.0109C74.2582 26.5941 77.0575 29.0016 81.2379 29.0016ZM58.395 28.5163H67.297L74.1649 8.45412H65.8973L63.3406 19.3717C63.0607 20.5288 63.0233 21.182 62.8927 22.0964H62.818C62.7061 21.182 62.6501 20.5288 62.3701 19.3717L59.7947 8.45412H51.5272L58.395 28.5163ZM39.6019 24.1866C38.3141 24.1866 37.437 23.4215 37.437 22.339C37.437 21.126 38.4075 20.3795 40.4043 19.9689L42.7372 19.521V21.4432C42.7372 23.0669 41.4495 24.1866 39.6019 24.1866ZM36.2799 29.0016C39.3219 29.0016 41.9347 27.6765 42.9798 25.5863C42.9798 26.6687 43.0544 27.6019 43.2597 28.5163H51.042C50.762 27.4712 50.5568 25.549 50.5568 23.5708V16.2737C50.5568 10.5257 47.3468 7.9689 40.367 7.9689C34.1524 7.9689 30.2893 10.5816 29.9347 15.2286H37.8476C37.9596 13.6236 38.762 12.8212 40.3297 12.8212C41.6921 12.8212 42.4572 13.549 42.4572 15.0607V15.9378L36.9891 16.7403C34.0591 17.1882 32.1369 17.86 30.9238 18.9051C29.804 19.8756 29.2815 21.2006 29.2815 22.9922C29.3002 26.5941 32.0995 29.0016 36.2799 29.0016ZM0 28.5163H7.74495V14.874V11.1042H7.81959C8.17418 12.0187 8.8647 13.3064 9.4619 14.5194L17.4868 28.535H26.1649V0.0186637H18.4199V13.9036V17.4681H18.3453C17.9907 16.4977 17.1882 14.8554 16.6283 13.7729L9.08865 0H0.0186608L0 28.5163Z" fill="black"></path><path d="M95.4028 36.2236H0V43.9499H95.4028V36.2236Z" fill="black"></path></svg></a><nav class="flex items-baseline w-auto animate-fadeIn" aria-label="main"><div class="desktopnav_dropdownAnimations__Htuy_ relative group my-auto" aria-expanded="false"><div tabindex="0" class="dropdowntitle flex flex-row justify-between items-center gap-x-xs cursor-pointer mr-3xl pt-md pb-sm text-gray-600 group-hover:text-gray-900 pr-xs font-sans">Mission<div class="chevron mt-[4px]" aria-hidden="true"><svg aria-label="" width="8" height="5" viewBox="0 0 20 11" fill="none" xmlns="http://www.w3.org/2000/svg"><path d="M19 1L10 10L1 1" stroke="#111827" stroke-linecap="round" stroke-linejoin="round"></path></svg></div></div><div class="absolute -left-[28px] top-[44px] z-1 w-[236px] hidden group-hover:block group-focus-within:block"><div class="react-slidedown mt-[19px] bg-white"><a href="/impact" class="text-gray-900 text-left block px-[28px] font-sans hover:underline navbar pt-xl pb-md">Impact</a><a href="/values" class="text-gray-900 text-left block px-[28px] font-sans hover:underline navbar pt-md pb-xl">Values</a></div></div></div><div class="desktopnav_dropdownAnimations__Htuy_ relative group my-auto" aria-expanded="false"><div tabindex="0" class="dropdowntitle flex flex-row justify-between items-center gap-x-xs cursor-pointer mr-3xl pt-md pb-sm text-gray-600 group-hover:text-gray-900 pr-xs font-sans">Work<div class="chevron mt-[4px]" aria-hidden="true"><svg aria-label="" width="8" height="5" viewBox="0 0 20 11" fill="none" xmlns="http://www.w3.org/2000/svg"><path d="M19 1L10 10L1 1" stroke="#111827" stroke-linecap="round" stroke-linejoin="round"></path></svg></div></div><div class="absolute -left-[28px] top-[44px] z-1 w-[236px] hidden group-hover:block group-focus-within:block"><div class="react-slidedown mt-[19px] bg-white"><a href="/services" class="text-gray-900 text-left block px-[28px] font-sans hover:underline navbar pt-xl pb-md">Services</a><a href="/case-studies" class="text-gray-900 text-left block px-[28px] font-sans hover:underline navbar py-md">Case studies</a><a href="/toolkits" class="text-gray-900 text-left block px-[28px] font-sans hover:underline navbar py-md">Toolkits</a><a href="/labs" class="text-gray-900 text-left block px-[28px] font-sans hover:underline navbar pt-md pb-xl">Nava Labs</a></div></div></div><div class="desktopnav_dropdownAnimations__Htuy_ relative group my-auto" aria-expanded="false"><div tabindex="0" class="dropdowntitle flex flex-row justify-between items-center gap-x-xs cursor-pointer mr-3xl pt-md pb-sm text-gray-600 group-hover:text-gray-900 pr-xs font-sans">Careers<div class="chevron mt-[4px]" aria-hidden="true"><svg aria-label="" width="8" height="5" viewBox="0 0 20 11" fill="none" xmlns="http://www.w3.org/2000/svg"><path d="M19 1L10 10L1 1" stroke="#111827" stroke-linecap="round" stroke-linejoin="round"></path></svg></div></div><div class="absolute -left-[28px] top-[44px] z-1 w-[236px] hidden group-hover:block group-focus-within:block"><div class="react-slidedown mt-[19px] bg-white"><a href="/careers" class="text-gray-900 text-left block px-[28px] font-sans hover:underline navbar pt-xl pb-md">Working at Nava</a><a href="/open-roles" class="text-gray-900 text-left block px-[28px] font-sans hover:underline navbar pt-md pb-xl">Open roles</a></div></div></div><div class="desktopnav_dropdownAnimations__Htuy_ relative group my-auto" aria-expanded="false"><div tabindex="0" class="dropdowntitle flex flex-row justify-between items-center gap-x-xs cursor-pointer mr-3xl pt-md pb-sm text-gray-600 group-hover:text-gray-900 pr-xs font-sans">About<div class="chevron mt-[4px]" aria-hidden="true"><svg aria-label="" width="8" height="5" viewBox="0 0 20 11" fill="none" xmlns="http://www.w3.org/2000/svg"><path d="M19 1L10 10L1 1" stroke="#111827" stroke-linecap="round" stroke-linejoin="round"></path></svg></div></div><div class="absolute -left-[28px] top-[44px] z-1 w-[236px] hidden group-hover:block group-focus-within:block"><div class="react-slidedown mt-[19px] bg-white"><a href="/story" class="text-gray-900 text-left block px-[28px] font-sans hover:underline navbar pt-xl pb-md">Our story</a><a href="/team" class="text-gray-900 text-left block px-[28px] font-sans hover:underline navbar py-md">Team</a><a href="/dei" class="text-gray-900 text-left block px-[28px] font-sans hover:underline navbar py-md">Diversity, equity, and inclusion</a><a href="/contract-vehicles" class="text-gray-900 text-left block px-[28px] font-sans hover:underline navbar py-md">Contract vehicles</a><a href="/news" class="text-gray-900 text-left block px-[28px] font-sans hover:underline navbar py-md">News</a><a href="/events" class="text-gray-900 text-left block px-[28px] font-sans hover:underline navbar pt-md pb-xl">Events</a></div></div></div><a href="/insights" class="group relative inline-block cursor-pointer desktopnav_lineAnimations__MyaUZ navbar "><p class="text-gray-600 pt-md font-sans mr-3xl pb-sm group-hover:text-gray-900">Insights</p></a><div class="desktopnav_dropdownAnimations__Htuy_ relative group my-auto" aria-expanded="false"><div tabindex="0" class="dropdowntitle flex flex-row justify-between items-center gap-x-xs cursor-pointer mr-3xl pt-md pb-sm text-gray-600 group-hover:text-gray-900 pr-xs font-sans">Get in touch<div class="chevron mt-[4px]" aria-hidden="true"><svg aria-label="" width="8" height="5" viewBox="0 0 20 11" fill="none" xmlns="http://www.w3.org/2000/svg"><path d="M19 1L10 10L1 1" stroke="#111827" stroke-linecap="round" stroke-linejoin="round"></path></svg></div></div><div class="absolute -left-[28px] top-[44px] z-1 w-[236px] hidden group-hover:block group-focus-within:block"><div class="react-slidedown mt-[19px] bg-white"><a href="/contact" class="text-gray-900 text-left block px-[28px] font-sans hover:underline navbar pt-xl pb-md">Contact us</a><a href="/nava-newsletter" class="text-gray-900 text-left block px-[28px] font-sans hover:underline navbar pt-md pb-xl">Newsletter</a></div></div></div></nav></div><div class="lg:hidden block"><div class="responsive-container flex flex-wrap items-center justify-between h-[60px]"><a href="/" id="home-mobile-link" class="navbar"><svg width="62" height="28" viewBox="0 0 96 44" fill="none" xmlns="http://www.w3.org/2000/svg"><title>Nava Home</title><path d="M84.5599 24.1866C83.2722 24.1866 82.395 23.4215 82.395 22.339C82.395 21.126 83.3655 20.3795 85.3624 19.9689L87.6952 19.521V21.4432C87.6952 23.0669 86.4075 24.1866 84.5599 24.1866ZM81.2379 29.0016C84.2799 29.0016 86.8927 27.6765 87.9378 25.5863C87.9378 26.6687 88.0124 27.6019 88.2177 28.5163H96C95.7201 27.4712 95.5148 25.549 95.5148 23.5708V16.2737C95.5148 10.5257 92.3048 7.9689 85.325 7.9689C79.1104 7.9689 75.2473 10.5816 74.8927 15.2286H82.8056C82.9176 13.6236 83.7201 12.8212 85.2877 12.8212C86.6501 12.8212 87.4152 13.549 87.4152 15.0607V15.9378L81.9658 16.7589C79.0358 17.2068 77.1135 17.8787 75.9005 18.9238C74.7807 19.8942 74.2582 21.2193 74.2582 23.0109C74.2582 26.5941 77.0575 29.0016 81.2379 29.0016ZM58.395 28.5163H67.297L74.1649 8.45412H65.8973L63.3406 19.3717C63.0607 20.5288 63.0233 21.182 62.8927 22.0964H62.818C62.7061 21.182 62.6501 20.5288 62.3701 19.3717L59.7947 8.45412H51.5272L58.395 28.5163ZM39.6019 24.1866C38.3141 24.1866 37.437 23.4215 37.437 22.339C37.437 21.126 38.4075 20.3795 40.4043 19.9689L42.7372 19.521V21.4432C42.7372 23.0669 41.4495 24.1866 39.6019 24.1866ZM36.2799 29.0016C39.3219 29.0016 41.9347 27.6765 42.9798 25.5863C42.9798 26.6687 43.0544 27.6019 43.2597 28.5163H51.042C50.762 27.4712 50.5568 25.549 50.5568 23.5708V16.2737C50.5568 10.5257 47.3468 7.9689 40.367 7.9689C34.1524 7.9689 30.2893 10.5816 29.9347 15.2286H37.8476C37.9596 13.6236 38.762 12.8212 40.3297 12.8212C41.6921 12.8212 42.4572 13.549 42.4572 15.0607V15.9378L36.9891 16.7403C34.0591 17.1882 32.1369 17.86 30.9238 18.9051C29.804 19.8756 29.2815 21.2006 29.2815 22.9922C29.3002 26.5941 32.0995 29.0016 36.2799 29.0016ZM0 28.5163H7.74495V14.874V11.1042H7.81959C8.17418 12.0187 8.8647 13.3064 9.4619 14.5194L17.4868 28.535H26.1649V0.0186637H18.4199V13.9036V17.4681H18.3453C17.9907 16.4977 17.1882 14.8554 16.6283 13.7729L9.08865 0H0.0186608L0 28.5163Z" fill="black"></path><path d="M95.4028 36.2236H0V43.9499H95.4028V36.2236Z" fill="black"></path></svg></a><div class="block "><button aria-label="menu" aria-expanded="false" class="font-sans text-gray-900 border-grey"><svg width="20" height="25" viewBox="0 0 27 22" fill="none" xmlns="http://www.w3.org/2000/svg"><path d="M26.3997 1H1" stroke="black" stroke-linecap="round" stroke-linejoin="round"></path><path d="M26.3997 10.7695H1" stroke="black" stroke-linecap="round" stroke-linejoin="round"></path><path d="M26.3997 20.5391H1" stroke="black" stroke-linecap="round" stroke-linejoin="round"></path></svg></button></div></div><nav aria-label="main" class=" absolute left-0 top-[60px] responsive-container w-full flex flex-col bg-white z-50"><div class="react-slidedown"></div></nav></div></header><main id="main"><header class="overflow-hidden"><div class="bg-sage-900"><div class="responsive-container z-10 relative pt-2xl lg:pt-3xl pb-2xl"><div><h1 class="animate-titleSlide font-sans type-preset-1 font-bold md:font-black w-full text-sage-200 xl:w-3/4">Case Study</h1><p class="animate-titleSlideB text-white type-preset-1 font-sans font-bold md:font-black w-full xl:w-3/4 pb-md">Helping Veterans get disability benefits faster</p><div class="animate-titleSlideC font-serif font-light type-preset-4 py-lg text-white w-full xl:w-3/4"><p class="pb-md">We partnered with the U.S. Department of Veterans Affairs and prime contractor Agile Six to improve how conditions for disability benefits applications are classified, ultimately contributing to a faster and more accurate payment of benefits. </p></div></div></div></div><div class="relative responsive-container xl:mb-0"><div class="bg-sage-900 h-[64px] md:h-[96px] lg:h-[128px] w-full absolute z-0 top-0 left-0 right-0 lg:left-1/2 lg:w-screen lg:-translate-x-1/2"></div><div class="relative aspect-video pb-[56.25%] w-full"><div class="w-full absolute top-0 left-0 bottom-0 bg-sage-50"><img alt="Illustration of an old, Latinx man wearing glasses typing on a computer while a young man stands behind him and points at the computer. " fetchpriority="high" width="16" height="9" decoding="async" data-nimg="1" class="w-full object-cover animate-fadeIn" style="color:transparent;width:100%;height:auto" sizes="100vw" srcSet="/_next/image?url=https%3A%2F%2Fimages.ctfassets.net%2Ft2ekr6eg3fr3%2FvjBMvo8CShZEAAFHGyJ3e%2F4cb441931963faf6cb0c55b33b072900%2FS1-S4-Helping_Veterans-Content-card-V1.png&w=640&q=75 640w, /_next/image?url=https%3A%2F%2Fimages.ctfassets.net%2Ft2ekr6eg3fr3%2FvjBMvo8CShZEAAFHGyJ3e%2F4cb441931963faf6cb0c55b33b072900%2FS1-S4-Helping_Veterans-Content-card-V1.png&w=750&q=75 750w, /_next/image?url=https%3A%2F%2Fimages.ctfassets.net%2Ft2ekr6eg3fr3%2FvjBMvo8CShZEAAFHGyJ3e%2F4cb441931963faf6cb0c55b33b072900%2FS1-S4-Helping_Veterans-Content-card-V1.png&w=828&q=75 828w, /_next/image?url=https%3A%2F%2Fimages.ctfassets.net%2Ft2ekr6eg3fr3%2FvjBMvo8CShZEAAFHGyJ3e%2F4cb441931963faf6cb0c55b33b072900%2FS1-S4-Helping_Veterans-Content-card-V1.png&w=1080&q=75 1080w, /_next/image?url=https%3A%2F%2Fimages.ctfassets.net%2Ft2ekr6eg3fr3%2FvjBMvo8CShZEAAFHGyJ3e%2F4cb441931963faf6cb0c55b33b072900%2FS1-S4-Helping_Veterans-Content-card-V1.png&w=1200&q=75 1200w, /_next/image?url=https%3A%2F%2Fimages.ctfassets.net%2Ft2ekr6eg3fr3%2FvjBMvo8CShZEAAFHGyJ3e%2F4cb441931963faf6cb0c55b33b072900%2FS1-S4-Helping_Veterans-Content-card-V1.png&w=1920&q=75 1920w, /_next/image?url=https%3A%2F%2Fimages.ctfassets.net%2Ft2ekr6eg3fr3%2FvjBMvo8CShZEAAFHGyJ3e%2F4cb441931963faf6cb0c55b33b072900%2FS1-S4-Helping_Veterans-Content-card-V1.png&w=2048&q=75 2048w" src="/_next/image?url=https%3A%2F%2Fimages.ctfassets.net%2Ft2ekr6eg3fr3%2FvjBMvo8CShZEAAFHGyJ3e%2F4cb441931963faf6cb0c55b33b072900%2FS1-S4-Helping_Veterans-Content-card-V1.png&w=2048&q=75"/><div class="w-[128px] md:w-[192px] lg:w-[256px] h-full absolute z-10 top-0 sm:block hidden"><img alt="" fetchpriority="high" width="8" height="4" decoding="async" data-nimg="1" class="w-full object-cover PageHeader_fadeIn__X8YB3" style="color:transparent;width:100%;height:auto" sizes="100vw" srcSet="/_next/image?url=%2F_next%2Fstatic%2Fmedia%2FArticle-Pattern.bd25e74f.png&w=640&q=75 640w, /_next/image?url=%2F_next%2Fstatic%2Fmedia%2FArticle-Pattern.bd25e74f.png&w=750&q=75 750w, /_next/image?url=%2F_next%2Fstatic%2Fmedia%2FArticle-Pattern.bd25e74f.png&w=828&q=75 828w, /_next/image?url=%2F_next%2Fstatic%2Fmedia%2FArticle-Pattern.bd25e74f.png&w=1080&q=75 1080w, /_next/image?url=%2F_next%2Fstatic%2Fmedia%2FArticle-Pattern.bd25e74f.png&w=1200&q=75 1200w, /_next/image?url=%2F_next%2Fstatic%2Fmedia%2FArticle-Pattern.bd25e74f.png&w=1920&q=75 1920w, /_next/image?url=%2F_next%2Fstatic%2Fmedia%2FArticle-Pattern.bd25e74f.png&w=2048&q=75 2048w" src="/_next/image?url=%2F_next%2Fstatic%2Fmedia%2FArticle-Pattern.bd25e74f.png&w=2048&q=75"/></div></div></div></div></header><div class="animate-fadeIn2"><div class="responsive-container py-2xl flex flex-col-reverse md:grid md:grid-cols-12"><article id="article" class="w-full md:col-span-8 text-gray-900 font-serif"><section id="intro"><div class="bg-gray-100 my-xl px-2xl pt-3xl pb-2xl"><p class="type-preset-6 font-sans font-bold pb-md">Impact</p><div class=" type-preset-6 font-sans "> <ul class="list-style"> <li class="pb-sm"><a class=" text-gray-900 underline decoration-1 underline-offset-2 hover:text-sage-700 " href="https://www.benefits.va.gov/REPORTS/abr/docs/2023-abr.pdf" target="_blank">142.9 billion in disability benefits</a> were paid to 6.2 million people in 2023 </li> <li class="pb-sm">70% of conditions for disability benefits can be classified by VA’s new automation service </li> </ul></div></div></section><section id="summary"><h2 class="type-preset-3 font-bold font-sans pt-lg pb-md">Summary</h2><p class=" py-md type-preset-5">For many Veterans, disability benefits are a lifeline. They’re among the top five most-used U.S. Department of Veterans Affairs (VA) benefits, and they give Veterans more financial support than any other VA program. </p><p class=" py-md type-preset-5">Given the far-reaching impacts of disability benefits, the VA Office of the Chief Technology Officer (OCTO) is prioritizing improvements to how Veterans apply for disability benefits on va.gov and how claims processors adjudicate claims. VA tapped Nava and prime contractor Agile Six to help improve one step of the disability application process, ultimately contributing to faster and more accurate payment of benefits. Our shared work contributes to OCTO’s mission of providing Veterans with benefits in minutes, not months. </p></section><section id="approach"><h2 class="type-preset-3 font-bold font-sans pt-lg pb-md">Approach</h2><p class=" py-md type-preset-5">For this project, we focused on the va.gov page where Veterans enter the conditions they’d like to claim for benefits. Conditions can be anything from headache to right foot pain, and they help inform next steps in the claims adjudication process. Once a Veteran submits their application, claims processors sort similar conditions into categories, or classifications. </p><p class=" py-md type-preset-5">Initially, we set out to help VA automate the classification process, which would free up time for claims processors who must otherwise manually classify conditions. During this work, we learned that some Veterans found the conditions submission page confusing, presenting an opportunity for VA to increase the usability and accessibility of the page. Based on this learning, we began to help VA improve the conditions submission page, in addition to continuing work on automating the classification process. </p></section><section id="outcomes"><h2 class="type-preset-3 font-bold font-sans pt-lg pb-md">Outcomes</h2><p class=" py-md type-preset-5">With VA, we successfully automated the classification process, which can correctly classify 70% of conditions that Veterans submit online. To ensure accuracy and continuous improvement, agency staff review the automated classifications, and we set up a dashboard to monitor the service’s performance. We also review any changes that claims processors make to the automated classifications, which provides us with valuable feedback on accuracy.</p><p class=" py-md type-preset-5">In addition, we helped VA make changes to the conditions submissions page with an eye toward usability and accessibility. When Veterans enter text into the conditions field on this page, an algorithm produces a drop-down list of suggested conditions that the Veteran can choose from. For example, if a Veteran enters “tin” into the conditions field, the algorithm would likely suggest “tinnitus,” among other conditions. </p><p class=" py-md type-preset-5">Previously, some Veterans found these suggestions confusing or irrelevant. That’s why we helped VA replace the old list of conditions with a new list that includes the most frequently claimed conditions, written in plain language. Importantly, every condition on the new list is classifiable. We also helped revise the search algorithm to return more relevant conditions based on what a Veteran enters, encouraging Veterans to choose from the classifiable conditions in the drop-down menu. With the new list and algorithm, Veterans select conditions from the drop-down 65% of the time — 10 percentage points more than the legacy list. </p><p class=" py-md type-preset-5">Finally, we worked with VA to improve the instructions Veterans see when they submit conditions. This helps Veterans navigate the process more smoothly and promotes trust in VA and its systems. </p><aside class="bg-plum-50 my-xl p-2xl"><blockquote><svg width="68" height="38" viewBox="0 0 68 38" fill="none" xmlns="http://www.w3.org/2000/svg"><path class="fill-plum-400" d="M10.9058 0C3.15695 2 0 6.35714 0 12.3571V25.1429H14.3498V11.6429H8.03587V11.5C8.03587 8.42857 9.11211 6.78571 13.6323 5.57143L10.9058 0ZM28.5561 0C20.8072 2 17.6502 6.35714 17.6502 12.3571V25.1429H32V11.6429H25.6861V11.5C25.6861 8.42857 26.7623 6.78571 31.2825 5.57143L28.5561 0Z"></path><path class="fill-plum-400" d="M57.0942 37.1428C64.843 35.1428 68 30.7857 68 24.7857L68 12L53.6502 12L53.6502 25.5L59.9641 25.5L59.9641 25.6428C59.9641 28.7143 58.8879 30.3571 54.3677 31.5714L57.0942 37.1428ZM39.4439 37.1428C47.1928 35.1428 50.3498 30.7857 50.3498 24.7857L50.3498 12L36 12L36 25.5L42.3139 25.5L42.3139 25.6428C42.3139 28.7142 41.2377 30.3571 36.7175 31.5714L39.4439 37.1428Z"></path></svg><br/><div class="text-plum-900 type-preset-4 font-sans font-bold"><p class="pb-md">Someone is taking the time to build this system and going in and adding every possible ailment related to foot pain that then makes it easy for the user to choose one of those ailments. </p></div><p class="pt-xl text-plum-400 font-serif type-preset-7">A Veteran, shared during usability testing</p></blockquote></aside><p class="type-preset-4 font-bold font-sans pt-lg pb-md">Process</p><h4 class="type-preset-5 font-bold font-sans pt-lg pb-md"><span class=" font-bold ">Setting out to automate conditions classification</span></h4><p class=" py-md type-preset-5">We began by conducting discovery research to understand condition classification. In this phase, we spoke to and shadowed claims processors and other VA experts to learn about their experience evaluating claims. We found that claims processors manually classify conditions, which is a necessary step in identifying which medical exams Veterans need to get for their claims.</p><p class=" py-md type-preset-5">Sometimes, a claims processor cannot accurately classify conditions because the Veteran does not provide specific enough condition information. In those cases, the claims processor has to inspect the Veteran’s medical records or call the Veteran for more information. This can be burdensome for the claims processor and can contribute to longer claim timelines. Lacking information on the Veteran’s conditions can also lead claims processors to select incorrect classifications. This can cause the system to suggest erroneous medical exams, extending the claim timeline by up to 30 days. </p><p class=" py-md type-preset-5">Based on these learnings about the back end of va.gov, we decided to pursue a solution that would automate the classification process. We wanted to begin helping Veterans and claims processors as soon as possible, so we created a pilot program to process claims containing only one condition. By focusing on a subset of claims, we were able to iterate on the service and monitor its performance before expanding to all claims.</p><h4 class="type-preset-5 font-bold font-sans pt-lg pb-md"><span class=" font-bold ">Redesigning the conditions list</span></h4><p class=" py-md type-preset-5">During this process, we found it was difficult to classify many conditions because the way Veterans submitted them was inconsistent. Many Veterans found the instructions on the conditions submission page confusing, and the autosuggested conditions returned by the legacy algorithm were often unrelated, duplicative, or not classifiable, yet Veterans would still select them.</p><div class="my-md mx-auto max-w-[500px]"><div class=""><img alt="Side-by-side screenshots of the legacy design and the new design." loading="lazy" width="1672" height="2310" decoding="async" data-nimg="1" style="color:transparent;max-width:100%;height:auto;width:100%;background-size:cover;background-position:50% 50%;background-repeat:no-repeat;background-image:url("data:image/svg+xml;charset=utf-8,%3Csvg xmlns='http://www.w3.org/2000/svg' viewBox='0 0 1672 2310'%3E%3Cfilter id='b' color-interpolation-filters='sRGB'%3E%3CfeGaussianBlur stdDeviation='20'/%3E%3CfeColorMatrix values='1 0 0 0 0 0 1 0 0 0 0 0 1 0 0 0 0 0 100 -1' result='s'/%3E%3CfeFlood x='0' y='0' width='100%25' height='100%25'/%3E%3CfeComposite operator='out' in='s'/%3E%3CfeComposite in2='SourceGraphic'/%3E%3CfeGaussianBlur stdDeviation='20'/%3E%3C/filter%3E%3Cimage width='100%25' height='100%25' x='0' y='0' preserveAspectRatio='none' style='filter: url(%23b);' href='/_next/image?url=https://images.ctfassets.net/t2ekr6eg3fr3/1lriQmeTcESlIy5To5Jkkc/0d79d0ef181d50580fbf7da98128785a/VA_side_by_side.jpg&w=16&q=1'/%3E%3C/svg%3E")" sizes="100vw" srcSet="/_next/image?url=https%3A%2F%2Fimages.ctfassets.net%2Ft2ekr6eg3fr3%2F1lriQmeTcESlIy5To5Jkkc%2F0d79d0ef181d50580fbf7da98128785a%2FVA_side_by_side.jpg&w=640&q=75 640w, /_next/image?url=https%3A%2F%2Fimages.ctfassets.net%2Ft2ekr6eg3fr3%2F1lriQmeTcESlIy5To5Jkkc%2F0d79d0ef181d50580fbf7da98128785a%2FVA_side_by_side.jpg&w=750&q=75 750w, /_next/image?url=https%3A%2F%2Fimages.ctfassets.net%2Ft2ekr6eg3fr3%2F1lriQmeTcESlIy5To5Jkkc%2F0d79d0ef181d50580fbf7da98128785a%2FVA_side_by_side.jpg&w=828&q=75 828w, /_next/image?url=https%3A%2F%2Fimages.ctfassets.net%2Ft2ekr6eg3fr3%2F1lriQmeTcESlIy5To5Jkkc%2F0d79d0ef181d50580fbf7da98128785a%2FVA_side_by_side.jpg&w=1080&q=75 1080w, /_next/image?url=https%3A%2F%2Fimages.ctfassets.net%2Ft2ekr6eg3fr3%2F1lriQmeTcESlIy5To5Jkkc%2F0d79d0ef181d50580fbf7da98128785a%2FVA_side_by_side.jpg&w=1200&q=75 1200w, /_next/image?url=https%3A%2F%2Fimages.ctfassets.net%2Ft2ekr6eg3fr3%2F1lriQmeTcESlIy5To5Jkkc%2F0d79d0ef181d50580fbf7da98128785a%2FVA_side_by_side.jpg&w=1920&q=75 1920w, /_next/image?url=https%3A%2F%2Fimages.ctfassets.net%2Ft2ekr6eg3fr3%2F1lriQmeTcESlIy5To5Jkkc%2F0d79d0ef181d50580fbf7da98128785a%2FVA_side_by_side.jpg&w=2048&q=75 2048w" src="/_next/image?url=https%3A%2F%2Fimages.ctfassets.net%2Ft2ekr6eg3fr3%2F1lriQmeTcESlIy5To5Jkkc%2F0d79d0ef181d50580fbf7da98128785a%2FVA_side_by_side.jpg&w=2048&q=75"/></div></div><p class=" py-md type-preset-5"><span class="italic ">Before and after screenshots of the conditions submission page. </span></p><p class=" py-md type-preset-5">As a result, we worked with VA to redesign the list of conditions to be more usable for Veterans and easily classifiable. We approached this by researching VA language and medical dictionaries, conducting data analysis of historic conditions submissions, speaking with claims processors, and interviewing relevant VA experts. Once the list was finalized, we tested it with Veterans and VA experts. These tests indicated that the conditions list worked well, so VA moved to launch it.</p><h4 class="type-preset-5 font-bold font-sans pt-lg pb-md"><span class=" font-bold ">Enhancing usability and accessibility on the conditions submission page</span></h4><p class=" py-md type-preset-5">We took several steps to help VA improve the usability and accessibility of the conditions submissions page. Using content strategy best practices, we helped re-write the instructions on the page to be more understandable for Veterans. We also built a custom algorithm to power the autosuggestions that Veterans see when entering conditions. </p><p class=" py-md type-preset-5">With VA, we refined the page’s design to make it clearer that Veterans can select a condition from the dropdown list or enter their own free-text submission. When we tested the page with Veterans, 100% of participants were able to successfully enter free text, compared to only 50% with the legacy design. The refined design also meets current accessibility standards, and we partnered with accessibility experts to ensure the page works for people who use assistive technology.</p><h4 class="type-preset-5 font-bold font-sans pt-lg pb-md"><span class=" font-bold ">Expanding impact by automating classifications for all claims</span></h4><p class=" py-md type-preset-5">Our initial pilot only covered claims with one condition, or 20% of all disability claims. Once we completed the front-end work of redesigning the conditions list and optimizing the conditions submissions page, we were able to send 100% of claims through the automated service. </p></section><section id="conclusion"><h2 class="type-preset-3 font-bold font-sans pt-lg pb-md">Conclusion</h2><p class=" py-md type-preset-5">Disability benefits are a critical resource for many Veterans, so it’s important for the online application process to be quick and easy and for benefits to be paid in a timely and accurate fashion. That’s why VA partnered with Nava to improve the condition classification process with an eye toward usability and accessibility. Though conditions classification is one specific facet of VA’s benefits system, it’s integral to OCTO’s mission of providing Veterans with benefits in minutes, not months.</p><p class=" py-md type-preset-5"><span class="italic ">Special thanks to Chloe Hilles for contributing to this article. </span></p></section><div class="mt-xl font-sans"><h2 class="font-bold type-preset-6 pb-xs">Written by</h2><hr class="h-[2px] bg-gray-300" aria-hidden="false"/><div class="grid grid-cols-9 w-full font-sans type-preset-7 py-md"><div class="col-span-2 sm:col-span-1 mr-sm"><img alt="" loading="lazy" width="65" height="65" decoding="async" data-nimg="1" class="object-cover" style="color:transparent;max-width:100%;height:auto" srcSet="/_next/image?url=https%3A%2F%2Fimages.ctfassets.net%2Ft2ekr6eg3fr3%2F2zMJ6PA3vClQNC7pQDDBDj%2F58c0258f925c92218888454fc9943743%2FT03M7E63A-U03N8QL9L5B-13e80e0eb223-512.png&w=96&q=75 1x, /_next/image?url=https%3A%2F%2Fimages.ctfassets.net%2Ft2ekr6eg3fr3%2F2zMJ6PA3vClQNC7pQDDBDj%2F58c0258f925c92218888454fc9943743%2FT03M7E63A-U03N8QL9L5B-13e80e0eb223-512.png&w=256&q=75 2x" src="/_next/image?url=https%3A%2F%2Fimages.ctfassets.net%2Ft2ekr6eg3fr3%2F2zMJ6PA3vClQNC7pQDDBDj%2F58c0258f925c92218888454fc9943743%2FT03M7E63A-U03N8QL9L5B-13e80e0eb223-512.png&w=256&q=75"/></div><div class="sm:pl-md col-span-7 sm:col-span-8 block sm:grid sm:grid-cols-8"><div class="w-full sm:col-span-3 pr-sm"><p class="font-bold"><a class=" text-gray-900 underline decoration-1 underline-offset-2 hover:text-sage-700 " href="/authors/sudeepti-bhatnagar" target="">Sudeepti Bhatnagar</a></p><p class="text-gray-700">Designer/researcher lead, design manager</p></div><div class="w-full sm:col-span-5 sm:pt-0 pt-sm">Sudeepti Bhatnagar is a design lead and design manager at Nava. Previously, she held human-centered design and research roles across industries.</div></div></div><div class="grid grid-cols-9 w-full font-sans type-preset-7 py-md"><div class="col-span-2 sm:col-span-1 mr-sm"><img alt="" loading="lazy" width="65" height="65" decoding="async" data-nimg="1" class="object-cover" style="color:transparent;max-width:100%;height:auto" srcSet="/_next/image?url=https%3A%2F%2Fimages.ctfassets.net%2Ft2ekr6eg3fr3%2FjcL934cy5vg9C9OWKuOhB%2Fc2897f3d99c4c90976ae71b332755a93%2F1516244213606.jpg&w=96&q=75 1x, /_next/image?url=https%3A%2F%2Fimages.ctfassets.net%2Ft2ekr6eg3fr3%2FjcL934cy5vg9C9OWKuOhB%2Fc2897f3d99c4c90976ae71b332755a93%2F1516244213606.jpg&w=256&q=75 2x" src="/_next/image?url=https%3A%2F%2Fimages.ctfassets.net%2Ft2ekr6eg3fr3%2FjcL934cy5vg9C9OWKuOhB%2Fc2897f3d99c4c90976ae71b332755a93%2F1516244213606.jpg&w=256&q=75"/></div><div class="sm:pl-md col-span-7 sm:col-span-8 block sm:grid sm:grid-cols-8"><div class="w-full sm:col-span-3 pr-sm"><p class="font-bold"><a class=" text-gray-900 underline decoration-1 underline-offset-2 hover:text-sage-700 " href="/authors/eva-heintzelman" target="">Eva Heintzelman</a></p><p class="text-gray-700">Designer/researcher</p></div><div class="w-full sm:col-span-5 sm:pt-0 pt-sm">Eva Heintzelman is a designer/researcher at Nava. Before joining Nava, she held roles in UX design, service design, and specialized in design for nonprofit and governmental organizations.</div></div></div><div class="grid grid-cols-9 w-full font-sans type-preset-7 py-md"><div class="col-span-2 sm:col-span-1 mr-sm"><img alt="" loading="lazy" width="65" height="65" decoding="async" data-nimg="1" class="object-cover" style="color:transparent;max-width:100%;height:auto" srcSet="/_next/image?url=https%3A%2F%2Fimages.ctfassets.net%2Ft2ekr6eg3fr3%2F6UDx2NA4kD5s1lV78DORVp%2Fe8c7c698c0281124e76ba91ca990afc6%2FT03M7E63A-U02HVRAUXPX-07a2ec3a6c21-512.jpg&w=96&q=75 1x, /_next/image?url=https%3A%2F%2Fimages.ctfassets.net%2Ft2ekr6eg3fr3%2F6UDx2NA4kD5s1lV78DORVp%2Fe8c7c698c0281124e76ba91ca990afc6%2FT03M7E63A-U02HVRAUXPX-07a2ec3a6c21-512.jpg&w=256&q=75 2x" src="/_next/image?url=https%3A%2F%2Fimages.ctfassets.net%2Ft2ekr6eg3fr3%2F6UDx2NA4kD5s1lV78DORVp%2Fe8c7c698c0281124e76ba91ca990afc6%2FT03M7E63A-U02HVRAUXPX-07a2ec3a6c21-512.jpg&w=256&q=75"/></div><div class="sm:pl-md col-span-7 sm:col-span-8 block sm:grid sm:grid-cols-8"><div class="w-full sm:col-span-3 pr-sm"><p class="font-bold"><a class=" text-gray-900 underline decoration-1 underline-offset-2 hover:text-sage-700 " href="/authors/yurena-garcia-hevia" target="">Yurena García-Hevia</a></p><p class="text-gray-700">Product manager</p></div><div class="w-full sm:col-span-5 sm:pt-0 pt-sm">Yurena García-Hevia is a group product manager at Nava. She has two decades of experience in product management and agile development.</div></div></div><div class="grid grid-cols-9 w-full font-sans type-preset-7 py-md"><div class="col-span-2 sm:col-span-1 mr-sm"><img alt="" loading="lazy" width="65" height="65" decoding="async" data-nimg="1" class="object-cover" style="color:transparent;max-width:100%;height:auto" srcSet="/_next/image?url=https%3A%2F%2Fimages.ctfassets.net%2Ft2ekr6eg3fr3%2FYMeq1bs802BdH6mylugni%2F1c2d7828a218cc626b737140d22ad56d%2FKira_Leadholm-NAVA130324__2_.jpg&w=96&q=75 1x, /_next/image?url=https%3A%2F%2Fimages.ctfassets.net%2Ft2ekr6eg3fr3%2FYMeq1bs802BdH6mylugni%2F1c2d7828a218cc626b737140d22ad56d%2FKira_Leadholm-NAVA130324__2_.jpg&w=256&q=75 2x" src="/_next/image?url=https%3A%2F%2Fimages.ctfassets.net%2Ft2ekr6eg3fr3%2FYMeq1bs802BdH6mylugni%2F1c2d7828a218cc626b737140d22ad56d%2FKira_Leadholm-NAVA130324__2_.jpg&w=256&q=75"/></div><div class="sm:pl-md col-span-7 sm:col-span-8 block sm:grid sm:grid-cols-8"><div class="w-full sm:col-span-3 pr-sm"><p class="font-bold"><a class=" text-gray-900 underline decoration-1 underline-offset-2 hover:text-sage-700 " href="/authors/kira-leadholm" target="">Kira Leadholm</a></p><p class="text-gray-700">Editorial manager</p></div><div class="w-full sm:col-span-5 sm:pt-0 pt-sm">Kira Leadholm is the editorial manager at Nava. Before working at Nava, she held various editorial roles and worked as a reporter at outlets including the Better Government Association, SF Weekly, and the Chicago Reader. </div></div></div></div></article><div class="hidden md:block md:col-span-1"></div><div class="w-full md:col-span-3 pt-md"><div class="type-preset-7"><div class="font-sans md:block flex justify-between pb-xl md:pb-2xl"><div><div class="pb-2xl"><p class="font-sans"><b class="font-bold block pb-sm">Published</b>October 9, 2024</p></div><div class="md:pb-2xl"><p class="font-bold pb-sm">Authors</p><ul><li id="Sudeepti Bhatnagar" class="pb-md "><p><a class=" text-gray-900 underline decoration-1 underline-offset-2 hover:text-sage-700 " href="/authors/sudeepti-bhatnagar" target="">Sudeepti Bhatnagar</a></p><p class=" text-gray-700">Designer/researcher lead, design manager</p></li><li id="Eva Heintzelman" class="pb-md "><p><a class=" text-gray-900 underline decoration-1 underline-offset-2 hover:text-sage-700 " href="/authors/eva-heintzelman" target="">Eva Heintzelman</a></p><p class=" text-gray-700">Designer/researcher</p></li><li id="Yurena García-Hevia" class="pb-md "><p><a class=" text-gray-900 underline decoration-1 underline-offset-2 hover:text-sage-700 " href="/authors/yurena-garcia-hevia" target="">Yurena García-Hevia</a></p><p class=" text-gray-700">Product manager</p></li><li id="Kira Leadholm" class="pb-md "><p><a class=" text-gray-900 underline decoration-1 underline-offset-2 hover:text-sage-700 " href="/authors/kira-leadholm" target="">Kira Leadholm</a></p><p class=" text-gray-700">Editorial manager</p></li></ul></div></div><div><p class="font-bold pb-md">Topics</p><ul><li id="Veterans" class="pb-md"><a class=" text-gray-900 underline decoration-1 underline-offset-2 hover:text-sage-700 " href="/tags/veterans" target="">Veterans</a></li><li id="Content strategy" class="pb-md"><a class=" text-gray-900 underline decoration-1 underline-offset-2 hover:text-sage-700 " href="/tags/content-strategy" target="">Content strategy</a></li><li id="Accessibility" class="pb-md"><a class=" text-gray-900 underline decoration-1 underline-offset-2 hover:text-sage-700 " href="/tags/accessibility" target="">Accessibility</a></li> </ul></div></div></div><div class="sticky top-48 gap-xl md:gap-3xl flex flex-col pb-xl md:pb-2xl"><div class="mt-md type-preset-7 w-full max-w-[240px] hidden md:block "><h3 class="font-sans font-bold pb-sm">On this page</h3><ul class="border-l-2 border-gray-200"><li class="font-sans pl-lg my-md ml-[2px]"><a class=" text-gray-600 hover:text-sage-700 " href="#intro" target="">Intro</a></li><li class="font-sans pl-lg my-md ml-[2px]"><a class=" text-gray-600 hover:text-sage-700 " href="#summary" target="">Summary</a></li><li class="font-sans pl-lg my-md ml-[2px]"><a class=" text-gray-600 hover:text-sage-700 " href="#approach" target="">Approach</a></li><li class="font-sans pl-lg my-md ml-[2px]"><a class=" text-gray-600 hover:text-sage-700 " href="#outcomes" target="">Outcomes</a></li><li class="font-sans pl-lg my-md ml-[2px]"><a class=" text-gray-600 hover:text-sage-700 " href="#conclusion" target="">Conclusion</a></li></ul></div><div class="type-preset-7"><h3 class="font-sans font-bold pb-sm">Stay up to date</h3><span><a class=" text-gray-900 underline decoration-1 underline-offset-2 hover:text-sage-700 " href="/nava-newsletter" target="">Sign up for our newsletter</a></span></div></div></div></div><section id="211afBcHwhLT0x6UPD6ApT-more-posts" class="pt-xl pb-4xl"><div class="responsive-container"><hr class="h-[2px] bg-gray-300" aria-hidden="false"/><div class="w-full pt-md flex justify-between items-center "><div class="md:w-2/3 "><h2 class="font-sans type-preset-3 font-bold">More from Nava </h2></div><div class="hidden md:inline-block"></div></div></div><div class="pt-2xl"><section class=""><div class="responsive-container "><div class="w-full"><div class="w-full grid grid-cols-1 md:grid-cols-2 lg:grid-cols-3 gap-x-md md:gap-x-2xl gap-y-3xl "><div class="w-full self-stretch "><a href="/news/aquia-nava-prime-va-spruce" class="group flex flex-col sm:flex-row gap-md md:flex-col h-full article-feed" aria-labelledby="/news/aquia-nava-prime-va-spruce"><div class="w-full sm:w-1/3 md:w-full"><img alt="" loading="lazy" width="16" height="9" decoding="async" data-nimg="1" class="bg-navy-700 object-cover w-full group-hover:scale-105 ease-in duration-200" style="color:transparent;width:100%;height:auto" src="https://images.ctfassets.net/t2ekr6eg3fr3/rbULRB9VPQmpbfB1gOLwr/f4c9aa83ebdc2c2c3633e7b22a56797d/Toolkit_Pattern_5_V2.svg"/></div><div class="w-full sm:w-2/3 md:w-full"><div class=" type-preset-8 text-gray-500 mb-md">October 2, 2024</div><p id="/news/aquia-nava-prime-va-spruce" class="type-preset-6 mb-sm font-bold tracking-tight text-gray-900 font-sans group-hover:text-sage-400">Aquia-Nava joint venture wins prime position on VA’s SPRUCE IDIQ</p><p class="type-preset-6 font-sans text-gray-700">This contract vehicle enables our joint venture to bid on task orders to improve digital experiences for Veterans and VA staff. </p></div></a></div><div class="w-full self-stretch "><a href="/news/nava-oddball-va-art" class="group flex flex-col sm:flex-row gap-md md:flex-col h-full article-feed" aria-labelledby="/news/nava-oddball-va-art"><div class="w-full sm:w-1/3 md:w-full"><img alt="" loading="lazy" width="16" height="9" decoding="async" data-nimg="1" class="bg-navy-700 object-cover w-full group-hover:scale-105 ease-in duration-200" style="color:transparent;width:100%;height:auto" sizes="100vw" srcSet="/_next/image?url=https%3A%2F%2Fimages.ctfassets.net%2Ft2ekr6eg3fr3%2F1NqLh16c4toQEtGBok1elL%2Fae6af3cf1bc43bf40f065d2c981c9fd0%2FToolkit_Pattern_5_V2.png&w=640&q=50 640w, /_next/image?url=https%3A%2F%2Fimages.ctfassets.net%2Ft2ekr6eg3fr3%2F1NqLh16c4toQEtGBok1elL%2Fae6af3cf1bc43bf40f065d2c981c9fd0%2FToolkit_Pattern_5_V2.png&w=750&q=50 750w, /_next/image?url=https%3A%2F%2Fimages.ctfassets.net%2Ft2ekr6eg3fr3%2F1NqLh16c4toQEtGBok1elL%2Fae6af3cf1bc43bf40f065d2c981c9fd0%2FToolkit_Pattern_5_V2.png&w=828&q=50 828w, /_next/image?url=https%3A%2F%2Fimages.ctfassets.net%2Ft2ekr6eg3fr3%2F1NqLh16c4toQEtGBok1elL%2Fae6af3cf1bc43bf40f065d2c981c9fd0%2FToolkit_Pattern_5_V2.png&w=1080&q=50 1080w, /_next/image?url=https%3A%2F%2Fimages.ctfassets.net%2Ft2ekr6eg3fr3%2F1NqLh16c4toQEtGBok1elL%2Fae6af3cf1bc43bf40f065d2c981c9fd0%2FToolkit_Pattern_5_V2.png&w=1200&q=50 1200w, /_next/image?url=https%3A%2F%2Fimages.ctfassets.net%2Ft2ekr6eg3fr3%2F1NqLh16c4toQEtGBok1elL%2Fae6af3cf1bc43bf40f065d2c981c9fd0%2FToolkit_Pattern_5_V2.png&w=1920&q=50 1920w, /_next/image?url=https%3A%2F%2Fimages.ctfassets.net%2Ft2ekr6eg3fr3%2F1NqLh16c4toQEtGBok1elL%2Fae6af3cf1bc43bf40f065d2c981c9fd0%2FToolkit_Pattern_5_V2.png&w=2048&q=50 2048w" src="/_next/image?url=https%3A%2F%2Fimages.ctfassets.net%2Ft2ekr6eg3fr3%2F1NqLh16c4toQEtGBok1elL%2Fae6af3cf1bc43bf40f065d2c981c9fd0%2FToolkit_Pattern_5_V2.png&w=2048&q=50"/></div><div class="w-full sm:w-2/3 md:w-full"><div class=" type-preset-8 text-gray-500 mb-md">November 18, 2024</div><p id="/news/nava-oddball-va-art" class="type-preset-6 mb-sm font-bold tracking-tight text-gray-900 font-sans group-hover:text-sage-400">Nava awarded contract on VA ART with Oddball, Inc.</p><p class="type-preset-6 font-sans text-gray-700">We’ll help the U.S. Department of Veterans Affairs improve tools for those who help Veterans and their families submit benefits claims.</p></div></a></div><div class="w-full self-stretch "><a href="/case-studies/refining-AI-chatbot-chunking" class="group flex flex-col sm:flex-row gap-md md:flex-col h-full article-feed" aria-labelledby="/case-studies/refining-AI-chatbot-chunking"><div class="w-full sm:w-1/3 md:w-full"><img alt="Three people sit at a table with paper, pens, and laptops. " loading="lazy" width="16" height="9" decoding="async" data-nimg="1" class="bg-navy-700 object-cover w-full group-hover:scale-105 ease-in duration-200" style="color:transparent;width:100%;height:auto" sizes="100vw" srcSet="/_next/image?url=https%3A%2F%2Fimages.ctfassets.net%2Ft2ekr6eg3fr3%2F1egb8QSmsBkDQuyGCo0Vv5%2Fe000a2fb6d9228c0125d67aef34bc249%2FTechnology_People_around_a_table_with_open_notebooks_and_laptops_Credit_William_Fortunato.jpg&w=640&q=50 640w, /_next/image?url=https%3A%2F%2Fimages.ctfassets.net%2Ft2ekr6eg3fr3%2F1egb8QSmsBkDQuyGCo0Vv5%2Fe000a2fb6d9228c0125d67aef34bc249%2FTechnology_People_around_a_table_with_open_notebooks_and_laptops_Credit_William_Fortunato.jpg&w=750&q=50 750w, /_next/image?url=https%3A%2F%2Fimages.ctfassets.net%2Ft2ekr6eg3fr3%2F1egb8QSmsBkDQuyGCo0Vv5%2Fe000a2fb6d9228c0125d67aef34bc249%2FTechnology_People_around_a_table_with_open_notebooks_and_laptops_Credit_William_Fortunato.jpg&w=828&q=50 828w, /_next/image?url=https%3A%2F%2Fimages.ctfassets.net%2Ft2ekr6eg3fr3%2F1egb8QSmsBkDQuyGCo0Vv5%2Fe000a2fb6d9228c0125d67aef34bc249%2FTechnology_People_around_a_table_with_open_notebooks_and_laptops_Credit_William_Fortunato.jpg&w=1080&q=50 1080w, /_next/image?url=https%3A%2F%2Fimages.ctfassets.net%2Ft2ekr6eg3fr3%2F1egb8QSmsBkDQuyGCo0Vv5%2Fe000a2fb6d9228c0125d67aef34bc249%2FTechnology_People_around_a_table_with_open_notebooks_and_laptops_Credit_William_Fortunato.jpg&w=1200&q=50 1200w, /_next/image?url=https%3A%2F%2Fimages.ctfassets.net%2Ft2ekr6eg3fr3%2F1egb8QSmsBkDQuyGCo0Vv5%2Fe000a2fb6d9228c0125d67aef34bc249%2FTechnology_People_around_a_table_with_open_notebooks_and_laptops_Credit_William_Fortunato.jpg&w=1920&q=50 1920w, /_next/image?url=https%3A%2F%2Fimages.ctfassets.net%2Ft2ekr6eg3fr3%2F1egb8QSmsBkDQuyGCo0Vv5%2Fe000a2fb6d9228c0125d67aef34bc249%2FTechnology_People_around_a_table_with_open_notebooks_and_laptops_Credit_William_Fortunato.jpg&w=2048&q=50 2048w" src="/_next/image?url=https%3A%2F%2Fimages.ctfassets.net%2Ft2ekr6eg3fr3%2F1egb8QSmsBkDQuyGCo0Vv5%2Fe000a2fb6d9228c0125d67aef34bc249%2FTechnology_People_around_a_table_with_open_notebooks_and_laptops_Credit_William_Fortunato.jpg&w=2048&q=50"/></div><div class="w-full sm:w-2/3 md:w-full"><div class=" type-preset-8 text-gray-500 mb-md">Nava Labs</div><p id="/case-studies/refining-AI-chatbot-chunking" class="type-preset-6 mb-sm font-bold tracking-tight text-gray-900 font-sans group-hover:text-sage-400">Refining an AI chatbot that cites its sources</p><p class="type-preset-6 font-sans text-gray-700">We tried 3 approaches to providing an AI-powered chatbot with source data, aiming to better assist staff who connect people with public benefits.</p></div></a></div></div></div></div></section><div class="responsive-container md:hidden py-lg flex justify-end"></div></div></section><section class="relative w-full bg-plum-50 hide-in-print"><div class="responsive-container pt-md flex flex-col md:flex-row justify-start"><div class="w-full md:w-1/2 pt-3xl pb-md md:pt-4xl md:pb-3xl"><h3 class="type-preset-3 font-bold text-plum-900">Partner with us</h3><p class="pt-sm type-preset-3 font-bold text-plum-600 pb-2xl">Let’s talk about what we can build together.</p><div><button class="font-sans font-bold h-[55px] md:h-[70px] inline-flex items-center justify-center px-2xl py-sm mr-auto type-preset-7 md:type-preset-6 leading-6 transition duration-150 ease-in-out flex-row cursor-pointer text-sage-700 bg-white hover:bg-sage-100 CTA-block">Get in touch</button></div></div><div class="self-center md:self-end w-full md:w-1/2 max-h-[400px] max-w-[400px] lg:max-h-[500px] lg:max-w-[500px] overflow-hidden align-end"><img alt="" loading="lazy" width="500" height="500" decoding="async" data-nimg="1" class="pt-auto" style="color:transparent;width:100%;height:auto" sizes="100vw" srcSet="/_next/image?url=https%3A%2F%2Fimages.ctfassets.net%2Ft2ekr6eg3fr3%2F5BzdwfkJyPTjzFhJ3zGQrg%2F2dd62521fe065a8ea539ae8aed33c720%2FCTA2-500x500-V01.png&w=640&q=75 640w, /_next/image?url=https%3A%2F%2Fimages.ctfassets.net%2Ft2ekr6eg3fr3%2F5BzdwfkJyPTjzFhJ3zGQrg%2F2dd62521fe065a8ea539ae8aed33c720%2FCTA2-500x500-V01.png&w=750&q=75 750w, /_next/image?url=https%3A%2F%2Fimages.ctfassets.net%2Ft2ekr6eg3fr3%2F5BzdwfkJyPTjzFhJ3zGQrg%2F2dd62521fe065a8ea539ae8aed33c720%2FCTA2-500x500-V01.png&w=828&q=75 828w, /_next/image?url=https%3A%2F%2Fimages.ctfassets.net%2Ft2ekr6eg3fr3%2F5BzdwfkJyPTjzFhJ3zGQrg%2F2dd62521fe065a8ea539ae8aed33c720%2FCTA2-500x500-V01.png&w=1080&q=75 1080w, /_next/image?url=https%3A%2F%2Fimages.ctfassets.net%2Ft2ekr6eg3fr3%2F5BzdwfkJyPTjzFhJ3zGQrg%2F2dd62521fe065a8ea539ae8aed33c720%2FCTA2-500x500-V01.png&w=1200&q=75 1200w, /_next/image?url=https%3A%2F%2Fimages.ctfassets.net%2Ft2ekr6eg3fr3%2F5BzdwfkJyPTjzFhJ3zGQrg%2F2dd62521fe065a8ea539ae8aed33c720%2FCTA2-500x500-V01.png&w=1920&q=75 1920w, /_next/image?url=https%3A%2F%2Fimages.ctfassets.net%2Ft2ekr6eg3fr3%2F5BzdwfkJyPTjzFhJ3zGQrg%2F2dd62521fe065a8ea539ae8aed33c720%2FCTA2-500x500-V01.png&w=2048&q=75 2048w" src="/_next/image?url=https%3A%2F%2Fimages.ctfassets.net%2Ft2ekr6eg3fr3%2F5BzdwfkJyPTjzFhJ3zGQrg%2F2dd62521fe065a8ea539ae8aed33c720%2FCTA2-500x500-V01.png&w=2048&q=75"/></div></div><div class="absolute left-0 right-0 -bottom-[200px] h-[200px] -z-20 bg-plum-50"></div></section></div></main><footer><div class=" relative"><div class="responsive-container bg-sage-700 sm:bg-transparent"><div class="bg-sage-700 font-sans h-3xl sm:h-4xl"></div></div><div class="bg-sage-700 sm:bg-navy-900"><div class="responsive-container z-10 relative"><div class="bg-sage-700 font-sans"><div class="font-sans text-white sm:px-2xl lg:px-4xl"><div class=" w-full flex pb-2xl flex-col md:flex-row"><div class="w-full md:w-1/2"><h3 class="font-sans type-preset-2 font-bold pb-lg -mt-[6px] md:-mt-[12px]">Stay in touch</h3><p class="font-sans mr-3xl type-preset-6 mb-md">Sign up for our newsletter to find out about career opportunities, new partnerships, and news from the broader civic tech community.</p></div><div class="w-full md:w-1/2"><form action="https://navapbc.us10.list-manage.com/subscribe/post" method="post" target="_blank" id="mc-embedded-subscribe-form" name="mc-embedded-subscribe-form"><input type="hidden" name="u" value="c69eb1fd5475fa5122ef55965"/><input type="hidden" name="id" value="a994830182"/><input type="hidden" name="tags" value="12593337"/><label for="email" class="hidden">Email</label><div id="mc_embed_signup" class="flex flex-col lg:flex-row gap-md w-full pt-sm md:pt-0"><input type="email" name="EMAIL" id="email" placeholder="Your email address" class="required email text-gray-900 w-full p-md h-[70px]"/><div class="clear"><input type="submit" name="subscribe" id="mc-embedded-subscribe" class="font-sans font-bold h-[70px] inline-flex items-center justify-center px-2xl py-sm type-preset-6 leading-6 transition duration-150 ease-in-out flex-col cursor-pointer text-white hover:bg-black w-full lg:w-auto bg-sage-900 " value="Sign up"/></div></div></form></div></div></div><div class="hidden sm:flex w-full justify-end"><img src="/images/Sign-up-Brand-pattern-V02.svg" height="72" width="144" alt=""/></div></div></div></div></div><div class="bg-navy-900 relative z-4 "><nav aria-label="secondary" class="responsive-container py-2xl sm:py-4xl grid grid-cols-12 gap-x-md md:gap-x-2xl"><div class="col-span-12 sm:col-span-2 pb-xl"><a href="/" id="footer-home" aria-label="Nava Home" class="footer"><img alt="Nava Logo" loading="lazy" width="65" height="109" decoding="async" data-nimg="1" class="" style="color:transparent;max-width:100%;height:auto" srcSet="/_next/image?url=%2F_next%2Fstatic%2Fmedia%2FN%20logo.34c339ac.png&w=96&q=75 1x, /_next/image?url=%2F_next%2Fstatic%2Fmedia%2FN%20logo.34c339ac.png&w=256&q=75 2x" src="/_next/image?url=%2F_next%2Fstatic%2Fmedia%2FN%20logo.34c339ac.png&w=256&q=75"/></a></div><div class="hidden col-span-0 md:block md:col-span-2 lg:col-span-4"></div><div class="col-span-6 sm:col-span-4 lg:col-span-3"><div class="pb-lg"><a class=" text-white hover:underline decoration-1 hover:underline-offset-2 footer" href="/impact" target="">Impact</a></div><div class="pb-lg"><a class=" text-white hover:underline decoration-1 hover:underline-offset-2 footer" href="/values" target="">Values</a></div><div class="pb-lg"><a class=" text-white hover:underline decoration-1 hover:underline-offset-2 footer" href="/services" target="">Services</a></div><div class="pb-lg"><a class=" text-white hover:underline decoration-1 hover:underline-offset-2 footer" href="/case-studies" target="">Case studies</a></div><div class="pb-lg"><a class=" text-white hover:underline decoration-1 hover:underline-offset-2 footer" href="/toolkits" target="">Toolkits</a></div><div class="pb-lg"><a class=" text-white hover:underline decoration-1 hover:underline-offset-2 footer" href="/insights" target="">Insights</a></div><div class="pb-lg"><a class=" text-white hover:underline decoration-1 hover:underline-offset-2 footer" href="/contract-vehicles" target="">Contract vehicles</a></div><div class="pb-lg"><a class=" text-white hover:underline decoration-1 hover:underline-offset-2 footer" href="/labs" target="">Nava Labs</a></div></div><div class="col-span-6 sm:col-span-4 lg:col-span-3"><div class="pb-lg"><a class=" text-white hover:underline decoration-1 hover:underline-offset-2 footer" href="/careers" target="">Careers</a></div><div class="pb-lg"><a class=" text-white hover:underline decoration-1 hover:underline-offset-2 footer" href="/open-roles" target="">Open roles</a></div><div class="pb-lg"><a class=" text-white hover:underline decoration-1 hover:underline-offset-2 footer" href="/story" target="">Our story</a></div><div class="pb-lg"><a class=" text-white hover:underline decoration-1 hover:underline-offset-2 footer" href="/team" target="">Team</a></div><div class="pb-lg"><a class=" text-white hover:underline decoration-1 hover:underline-offset-2 footer" href="/dei" target="">Diversity, equity, and inclusion</a></div><div class="pb-lg"><a class=" text-white hover:underline decoration-1 hover:underline-offset-2 footer" href="/news" target="">News</a></div><div class="pb-lg"><a class=" text-white hover:underline decoration-1 hover:underline-offset-2 footer" href="/events" target="">Events</a></div><div class="pb-lg"><a class=" text-white hover:underline decoration-1 hover:underline-offset-2 footer" href="/contact" target="">Contact us</a></div></div></nav><div class="bg-navy-600 py-xl"><div class="responsive-container flex items-center justify-between flex-col-reverse sm:flex-row"><p class="text-white font-sans type-preset-8 pt-md sm:pt-0">© 2024 Nava PBC. All rights reserved.</p><div class="flex gap-2xl type-preset-7"><a class=" text-white hover:underline decoration-1 hover:underline-offset-2 footer" href="https://twitter.com/NavaPBC" target="_blank">Twitter</a><a class=" text-white hover:underline decoration-1 hover:underline-offset-2 footer" href="https://www.linkedin.com/company/nava-pbc" target="_blank">LinkedIn</a><a class=" text-white hover:underline decoration-1 hover:underline-offset-2 footer" href="https://www.youtube.com/channel/UClJmJSvy2G_7JPrjlr_taGg/featured" target="_blank">YouTube</a></div></div></div></div></footer></div></div></div><script id="__NEXT_DATA__" type="application/json">{"props":{"pageProps":{"id":"211afBcHwhLT0x6UPD6ApT","slug":"/case-studies/veterans-disability-benefits-faster","title":"Helping Veterans get disability benefits faster","socialImage":{"id":"vjBMvo8CShZEAAFHGyJ3e","url":"https://images.ctfassets.net/t2ekr6eg3fr3/vjBMvo8CShZEAAFHGyJ3e/4cb441931963faf6cb0c55b33b072900/S1-S4-Helping_Veterans-Content-card-V1.png","title":"S1-S4-Helping Veterans-Content-card-V1","description":"Illustration of an old, Latinx man wearing glasses typing on a computer while a young man stands behind him and points at the computer. ","width":1280,"height":720},"isBottomGapRemoved":true,"pageHeader":{"id":"211afBcHwhLT0x6UPD6ApT-header","title":"Case Study","variant":"Post","subtitle":"Helping Veterans get disability benefits faster","body":"We partnered with the U.S. Department of Veterans Affairs and prime contractor Agile Six to improve how conditions for disability benefits applications are classified, ultimately contributing to a faster and more accurate payment of benefits. ","image":{"id":"vjBMvo8CShZEAAFHGyJ3e","url":"https://images.ctfassets.net/t2ekr6eg3fr3/vjBMvo8CShZEAAFHGyJ3e/4cb441931963faf6cb0c55b33b072900/S1-S4-Helping_Veterans-Content-card-V1.png","title":"S1-S4-Helping Veterans-Content-card-V1","description":"Illustration of an old, Latinx man wearing glasses typing on a computer while a young man stands behind him and points at the computer. ","width":1280,"height":720},"eventInfo":null,"hideHeroPattern":false},"description":"We partnered with VA and prime contractor Agile Six to increase access to Veteran disability benefits. ","contentBlocks":[false,{"__typename":"PostBody","id":"211afBcHwhLT0x6UPD6ApT-body","body":{"json":{"data":{},"content":[{"data":{"target":{"sys":{"id":"Sahj2txQt3J7SF5w2IyyQ","type":"Link","linkType":"Entry"}}},"content":[],"nodeType":"embedded-entry-block"},{"data":{},"content":[{"data":{},"marks":[],"value":"Summary","nodeType":"text"}],"nodeType":"heading-2"},{"data":{},"content":[{"data":{},"marks":[],"value":"For many Veterans, disability benefits are a lifeline. They’re among the top five most-used U.S. Department of Veterans Affairs (VA) benefits, and they give Veterans more financial support than any other VA program. ","nodeType":"text"}],"nodeType":"paragraph"},{"data":{},"content":[{"data":{},"marks":[],"value":"Given the far-reaching impacts of disability benefits, the VA Office of the Chief Technology Officer (OCTO) is prioritizing improvements to how Veterans apply for disability benefits on va.gov and how claims processors adjudicate claims. VA tapped Nava and prime contractor Agile Six to help improve one step of the disability application process, ultimately contributing to faster and more accurate payment of benefits. Our shared work contributes to OCTO’s mission of providing Veterans with benefits in minutes, not months. ","nodeType":"text"}],"nodeType":"paragraph"},{"data":{},"content":[{"data":{},"marks":[],"value":"Approach","nodeType":"text"}],"nodeType":"heading-2"},{"data":{},"content":[{"data":{},"marks":[],"value":"For this project, we focused on the va.gov page where Veterans enter the conditions they’d like to claim for benefits. Conditions can be anything from headache to right foot pain, and they help inform next steps in the claims adjudication process. Once a Veteran submits their application, claims processors sort similar conditions into categories, or classifications. ","nodeType":"text"}],"nodeType":"paragraph"},{"data":{},"content":[{"data":{},"marks":[],"value":"Initially, we set out to help VA automate the classification process, which would free up time for claims processors who must otherwise manually classify conditions. During this work, we learned that some Veterans found the conditions submission page confusing, presenting an opportunity for VA to increase the usability and accessibility of the page. Based on this learning, we began to help VA improve the conditions submission page, in addition to continuing work on automating the classification process. ","nodeType":"text"}],"nodeType":"paragraph"},{"data":{},"content":[{"data":{},"marks":[],"value":"Outcomes","nodeType":"text"}],"nodeType":"heading-2"},{"data":{},"content":[{"data":{},"marks":[],"value":"With VA, we successfully automated the classification process, which can correctly classify 70% of conditions that Veterans submit online. To ensure accuracy and continuous improvement, agency staff review the automated classifications, and we set up a dashboard to monitor the service’s performance. We also review any changes that claims processors make to the automated classifications, which provides us with valuable feedback on accuracy.","nodeType":"text"}],"nodeType":"paragraph"},{"data":{},"content":[{"data":{},"marks":[],"value":"In addition, we helped VA make changes to the conditions submissions page with an eye toward usability and accessibility. When Veterans enter text into the conditions field on this page, an algorithm produces a drop-down list of suggested conditions that the Veteran can choose from. For example, if a Veteran enters “tin” into the conditions field, the algorithm would likely suggest “tinnitus,” among other conditions. ","nodeType":"text"}],"nodeType":"paragraph"},{"data":{},"content":[{"data":{},"marks":[],"value":"Previously, some Veterans found these suggestions confusing or irrelevant. That’s why we helped VA replace the old list of conditions with a new list that includes the most frequently claimed conditions, written in plain language. Importantly, every condition on the new list is classifiable. We also helped revise the search algorithm to return more relevant conditions based on what a Veteran enters, encouraging Veterans to choose from the classifiable conditions in the drop-down menu. With the new list and algorithm, Veterans select conditions from the drop-down 65% of the time — 10 percentage points more than the legacy list. ","nodeType":"text"}],"nodeType":"paragraph"},{"data":{},"content":[{"data":{},"marks":[],"value":"Finally, we worked with VA to improve the instructions Veterans see when they submit conditions. This helps Veterans navigate the process more smoothly and promotes trust in VA and its systems. ","nodeType":"text"}],"nodeType":"paragraph"},{"data":{"target":{"sys":{"id":"7yQm6nSyy3QO9TMRvulZtP","type":"Link","linkType":"Entry"}}},"content":[],"nodeType":"embedded-entry-block"},{"data":{},"content":[{"data":{},"marks":[],"value":"Process","nodeType":"text"}],"nodeType":"heading-3"},{"data":{},"content":[{"data":{},"marks":[{"type":"bold"}],"value":"Setting out to automate conditions classification","nodeType":"text"}],"nodeType":"heading-4"},{"data":{},"content":[{"data":{},"marks":[],"value":"We began by conducting discovery research to understand condition classification. In this phase, we spoke to and shadowed claims processors and other VA experts to learn about their experience evaluating claims. We found that claims processors manually classify conditions, which is a necessary step in identifying which medical exams Veterans need to get for their claims.","nodeType":"text"}],"nodeType":"paragraph"},{"data":{},"content":[{"data":{},"marks":[],"value":"Sometimes, a claims processor cannot accurately classify conditions because the Veteran does not provide specific enough condition information. In those cases, the claims processor has to inspect the Veteran’s medical records or call the Veteran for more information. This can be burdensome for the claims processor and can contribute to longer claim timelines. Lacking information on the Veteran’s conditions can also lead claims processors to select incorrect classifications. This can cause the system to suggest erroneous medical exams, extending the claim timeline by up to 30 days. ","nodeType":"text"}],"nodeType":"paragraph"},{"data":{},"content":[{"data":{},"marks":[],"value":"Based on these learnings about the back end of va.gov, we decided to pursue a solution that would automate the classification process. We wanted to begin helping Veterans and claims processors as soon as possible, so we created a pilot program to process claims containing only one condition. By focusing on a subset of claims, we were able to iterate on the service and monitor its performance before expanding to all claims.","nodeType":"text"}],"nodeType":"paragraph"},{"data":{},"content":[{"data":{},"marks":[{"type":"bold"}],"value":"Redesigning the conditions list","nodeType":"text"}],"nodeType":"heading-4"},{"data":{},"content":[{"data":{},"marks":[],"value":"During this process, we found it was difficult to classify many conditions because the way Veterans submitted them was inconsistent. Many Veterans found the instructions on the conditions submission page confusing, and the autosuggested conditions returned by the legacy algorithm were often unrelated, duplicative, or not classifiable, yet Veterans would still select them.","nodeType":"text"}],"nodeType":"paragraph"},{"data":{"target":{"sys":{"id":"6Ab3JZUlitXbbhDfdk3ucz","type":"Link","linkType":"Entry"}}},"content":[],"nodeType":"embedded-entry-block"},{"data":{},"content":[{"data":{},"marks":[{"type":"italic"}],"value":"Before and after screenshots of the conditions submission page. ","nodeType":"text"}],"nodeType":"paragraph"},{"data":{},"content":[{"data":{},"marks":[],"value":"As a result, we worked with VA to redesign the list of conditions to be more usable for Veterans and easily classifiable. We approached this by researching VA language and medical dictionaries, conducting data analysis of historic conditions submissions, speaking with claims processors, and interviewing relevant VA experts. Once the list was finalized, we tested it with Veterans and VA experts. These tests indicated that the conditions list worked well, so VA moved to launch it.","nodeType":"text"}],"nodeType":"paragraph"},{"data":{},"content":[{"data":{},"marks":[{"type":"bold"}],"value":"Enhancing usability and accessibility on the conditions submission page","nodeType":"text"}],"nodeType":"heading-4"},{"data":{},"content":[{"data":{},"marks":[],"value":"We took several steps to help VA improve the usability and accessibility of the conditions submissions page. Using content strategy best practices, we helped re-write the instructions on the page to be more understandable for Veterans. We also built a custom algorithm to power the autosuggestions that Veterans see when entering conditions. ","nodeType":"text"}],"nodeType":"paragraph"},{"data":{},"content":[{"data":{},"marks":[],"value":"With VA, we refined the page’s design to make it clearer that Veterans can select a condition from the dropdown list or enter their own free-text submission. When we tested the page with Veterans, 100% of participants were able to successfully enter free text, compared to only 50% with the legacy design. The refined design also meets current accessibility standards, and we partnered with accessibility experts to ensure the page works for people who use assistive technology.","nodeType":"text"}],"nodeType":"paragraph"},{"data":{},"content":[{"data":{},"marks":[{"type":"bold"}],"value":"Expanding impact by automating classifications for all claims","nodeType":"text"}],"nodeType":"heading-4"},{"data":{},"content":[{"data":{},"marks":[],"value":"Our initial pilot only covered claims with one condition, or 20% of all disability claims. Once we completed the front-end work of redesigning the conditions list and optimizing the conditions submissions page, we were able to send 100% of claims through the automated service. ","nodeType":"text"}],"nodeType":"paragraph"},{"data":{},"content":[{"data":{},"marks":[],"value":"Conclusion","nodeType":"text"}],"nodeType":"heading-2"},{"data":{},"content":[{"data":{},"marks":[],"value":"Disability benefits are a critical resource for many Veterans, so it’s important for the online application process to be quick and easy and for benefits to be paid in a timely and accurate fashion. That’s why VA partnered with Nava to improve the condition classification process with an eye toward usability and accessibility. Though conditions classification is one specific facet of VA’s benefits system, it’s integral to OCTO’s mission of providing Veterans with benefits in minutes, not months.","nodeType":"text"}],"nodeType":"paragraph"},{"data":{},"content":[{"data":{},"marks":[{"type":"italic"}],"value":"Special thanks to Chloe Hilles for contributing to this article. ","nodeType":"text"}],"nodeType":"paragraph"}],"nodeType":"document"},"links":{"assets":{"block":[],"hyperlink":[]},"entries":{"block":[{"sys":{"id":"Sahj2txQt3J7SF5w2IyyQ"},"__typename":"PostSummarySection","title":"Impact","body":"- [142.9 billion in disability benefits](https://www.benefits.va.gov/REPORTS/abr/docs/2023-abr.pdf) were paid to 6.2 million people in 2023\n- 70% of conditions for disability benefits can be classified by VA’s new automation service"},{"sys":{"id":"7yQm6nSyy3QO9TMRvulZtP"},"__typename":"PostPullQuote","body":"Someone is taking the time to build this system and going in and adding every possible ailment related to foot pain that then makes it easy for the user to choose one of those ailments.","attribution":"A Veteran, shared during usability testing"},{"sys":{"id":"6Ab3JZUlitXbbhDfdk3ucz"},"__typename":"PostImage","border":"none","caption":null,"attribution":null,"image":{"sys":{"id":"1lriQmeTcESlIy5To5Jkkc"},"url":"https://images.ctfassets.net/t2ekr6eg3fr3/1lriQmeTcESlIy5To5Jkkc/0d79d0ef181d50580fbf7da98128785a/VA_side_by_side.jpg","width":1672,"height":2310,"title":"image1","description":"Side-by-side screenshots of the legacy design and the new design."}}]}}},"contentTags":["Veterans","Content strategy","Accessibility"],"authors":[{"name":"Sudeepti Bhatnagar","slug":"sudeepti-bhatnagar","bio":"Sudeepti Bhatnagar is a design lead and design manager at Nava. Previously, she held human-centered design and research roles across industries.","role":"Designer/researcher lead, design manager","image":{"id":"2zMJ6PA3vClQNC7pQDDBDj","url":"https://images.ctfassets.net/t2ekr6eg3fr3/2zMJ6PA3vClQNC7pQDDBDj/58c0258f925c92218888454fc9943743/T03M7E63A-U03N8QL9L5B-13e80e0eb223-512.png","title":"T03M7E63A-U03N8QL9L5B-13e80e0eb223-512","description":"","width":400,"height":400}},{"name":"Eva Heintzelman","slug":"eva-heintzelman","bio":"Eva Heintzelman is a designer/researcher at Nava. Before joining Nava, she held roles in UX design, service design, and specialized in design for nonprofit and governmental organizations.","role":"Designer/researcher","image":{"id":"jcL934cy5vg9C9OWKuOhB","url":"https://images.ctfassets.net/t2ekr6eg3fr3/jcL934cy5vg9C9OWKuOhB/c2897f3d99c4c90976ae71b332755a93/1516244213606.jpg","title":"1516244213606","description":"","width":400,"height":400}},{"name":"Yurena García-Hevia","slug":"yurena-garcia-hevia","bio":"Yurena García-Hevia is a group product manager at Nava. She has two decades of experience in product management and agile development.","role":"Product manager","image":{"id":"6UDx2NA4kD5s1lV78DORVp","url":"https://images.ctfassets.net/t2ekr6eg3fr3/6UDx2NA4kD5s1lV78DORVp/e8c7c698c0281124e76ba91ca990afc6/T03M7E63A-U02HVRAUXPX-07a2ec3a6c21-512.jpg","title":"T03M7E63A-U02HVRAUXPX-07a2ec3a6c21-512","description":"","width":400,"height":400}},{"name":"Kira Leadholm","slug":"kira-leadholm","bio":"Kira Leadholm is the editorial manager at Nava. Before working at Nava, she held various editorial roles and worked as a reporter at outlets including the Better Government Association, SF Weekly, and the Chicago Reader. ","role":"Editorial manager","image":{"id":"YMeq1bs802BdH6mylugni","url":"https://images.ctfassets.net/t2ekr6eg3fr3/YMeq1bs802BdH6mylugni/1c2d7828a218cc626b737140d22ad56d/Kira_Leadholm-NAVA130324__2_.jpg","title":"Kira Leadholm","description":"","width":400,"height":400}}],"date":"2024-10-09T00:00:00.000-05:00","hideSideNav":false,"eventInfo":null},{"__typename":"ContentBlockArticleList","id":"211afBcHwhLT0x6UPD6ApT-more-posts","title":"More from Nava","items":[{"__typename":"Post","id":"34LMvTs6qsML9v05NoeS8n","contentTags":["Veterans"],"slug":"aquia-nava-prime-va-spruce","title":"Aquia-Nava joint venture wins prime position on VA’s SPRUCE IDIQ","date":"2024-10-02T00:00:00.000-05:00","kicker":false,"clientName":null,"contentType":"News","shortSummary":"This contract vehicle enables our joint venture to bid on task orders to improve digital experiences for Veterans and VA staff. ","promoImage":{"id":"rbULRB9VPQmpbfB1gOLwr","url":"https://images.ctfassets.net/t2ekr6eg3fr3/rbULRB9VPQmpbfB1gOLwr/f4c9aa83ebdc2c2c3633e7b22a56797d/Toolkit_Pattern_5_V2.svg","title":"Toolkit Pattern 5 - SVG","description":null,"width":1280,"height":720}},{"__typename":"Post","id":"1OAKoyeSQWKG26okZFrRnf","contentTags":["Human-centered design","Veterans","Civic tech"],"slug":"nava-oddball-va-art","title":"Nava awarded contract on VA ART with Oddball, Inc.","date":"2024-11-18T00:00:00.000-06:00","kicker":false,"clientName":"U.S. Department of Veterans Affairs","contentType":"News","shortSummary":"We’ll help the U.S. Department of Veterans Affairs improve tools for those who help Veterans and their families submit benefits claims.","promoImage":{"id":"1NqLh16c4toQEtGBok1elL","url":"https://images.ctfassets.net/t2ekr6eg3fr3/1NqLh16c4toQEtGBok1elL/ae6af3cf1bc43bf40f065d2c981c9fd0/Toolkit_Pattern_5_V2.png","title":"PNG Toolkit Pattern 5 V2","description":"","width":1280,"height":720}},{"__typename":"Post","id":"3SvYqF90FDDBOACnxxW6SZ","contentTags":["Artificial intelligence","Agile development","Content strategy","Nava Labs"],"slug":"refining-AI-chatbot-chunking","title":"Refining an AI chatbot that cites its sources","date":"2024-11-08T00:00:00.000-06:00","kicker":false,"clientName":"Nava Labs","contentType":"Case Study","shortSummary":"We tried 3 approaches to providing an AI-powered chatbot with source data, aiming to better assist staff who connect people with public benefits.","promoImage":{"id":"1egb8QSmsBkDQuyGCo0Vv5","url":"https://images.ctfassets.net/t2ekr6eg3fr3/1egb8QSmsBkDQuyGCo0Vv5/e000a2fb6d9228c0125d67aef34bc249/Technology_People_around_a_table_with_open_notebooks_and_laptops_Credit_William_Fortunato.jpg","title":"Technology People around a table with open notebooks and laptops Credit William Fortunato","description":"Three people sit at a table with paper, pens, and laptops. ","width":1280,"height":720}}],"layout":"3 card row"},{"__typename":"SectionCtaBlock","id":"211afBcHwhLT0x6UPD6ApT-work","title":"Partner with us","body":"Let’s talk about what we can build together.","buttonText":"Get in touch","buttonPath":"/contact","isBottom":true,"image":{"sys":{"id":"1lNLtY5DLthC94TiYeKcvR"},"url":"https://images.ctfassets.net/t2ekr6eg3fr3/5BzdwfkJyPTjzFhJ3zGQrg/2dd62521fe065a8ea539ae8aed33c720/CTA2-500x500-V01.png","width":500,"height":500,"title":"illustration-plum-3","description":""}}]},"__N_SSG":true},"page":"/case-studies/[slug]","query":{"slug":"veterans-disability-benefits-faster"},"buildId":"5MxuGUISVctJ3EIbaHtMR","isFallback":false,"isExperimentalCompile":false,"dynamicIds":[5084,4552,2227,9166,5936,5620,3223,7909],"gsp":true,"locale":"en","locales":["en"],"defaultLocale":"en","scriptLoader":[]}</script></body></html>