ASK VA

Improving how veterans connect with VA resources.

Overview

Ask VA (AVA) is an online service that all veterans and members of the veteran community can use to submit questions, concerns, and recommendations to the Department of Veterans Affairs (VA). A strategic initiative is underway to enhance AVA, improving accessibility, efficiency, and integration with VA systems to create a more seamless experience.

Working with DocMe360

DocMe360 collaborates with the VA and key stakeholders to support AVA initiatives, leveraging research, usability testing, and iterative design improvements. Our approach focuses on refining submission processes, enhancing dashboard functionality, and strengthening integration with VA enterprise assets. By working closely with VA teams, we ensure that AVA aligns with best practices in user experience, accessibility, and system interoperability. Key focus areas include:

Enhanced Submission Experience: Simplifying the Ask VA form to make inquiries quicker and more intuitive.
User-Friendly Dashboard: Improving navigation and visibility for managing submitted inquiries.
Structured and Organized Data: Presenting information in a clear, accessible format to improve usability.
Personalized Access: Supporting both authenticated and unauthenticated users with tailored experiences.
Seamless System Integration: Ensuring AVA interacts efficiently with VA Profile and other key enterprise assets.
Reliable CRM Connection: Strengthening the integration with Microsoft Dynamics CRM to facilitate smooth communication between submitters and VA agents.
Accessibility and Compliance: Aligning AVA with VA.gov’s design and content standards, ensuring compliance with USWDS accessibility requirements.

Early Results

The dual approach of extensive research and usability testing has driven significant improvements to the Ask VA workflow, including:

More Intuitive Flow: The new submission process simplifies the user journey, making it easier to navigate.
Improved Data Clarity: Enhanced organization of content helps users quickly understand and complete their inquiries.
Optimized User Experience: Authenticated and unauthenticated user pathways improve accessibility and ease of use.
Alignment with Standards: AVA now adheres more closely to VA.gov and U.S. Web Design System (USWDS) guidelines, enhancing accessibility and consistency across VA platforms.

As AVA moves toward launch in 2025, continued research and testing will refine its functionality. The focus remains on iterating based on user feedback, finalizing development, and ensuring a smooth rollout that meets the needs of veterans and aligns with VA operational goals.