Veteran Status Product Outline.md

Veterans Status Web - Product Outline

Overview

Provide simplified access to Veterans Status information to Veterans on VA.gov to ease their ability to access non-VA benefits and discounts. Problem Statement Veterans are often required to confirm their Veteran status to receive non-VA benefits e.g., discounts and memberships. This confirmation typically occurs through the Veteran ID Card (VIC). But, the process to apply for and retrieve the Card can be cumbersome. The current process steps include: Veteran applies for VIC card (requires doing the following: Fill out form (digital or paper), upload or print a photo to attach to form. Requires SSN, a digital copy of their DD214, DD256, DD257, or NGB22, a copy of a current and valid government-issued ID. Application is received, reviewed and the photo must be approved (exactly how long does this take?) Veterans receive an email letting them know the status of application. They may be asked for additional info or evidence. St If eligible, Veteran receives digital VIC card (pdf) in an email. Veterans must print the digital VIC card (pdf) in order to use it (this cost is covered by the Veteran). Key pain points in the current process: Photo must be uploaded by veteran Photo must be approved by the VA Veterans must pay to print the card Process is time consuming

How might we statement: How might we ease the burden on Veterans to access discounts and memberships through a Digital experience that requires fewer steps to obtain and requires only access to the VA.gov site?

Desired Outcomes

Once implemented Veterans can confirm their Veterans status through VA.gov and obtain the credential that enables them to access the memberships and discounts they desire. Photo upload not required Veterans Status information immediately available in VA.gov for authenticated users

Business goals

• Increase the number of Veterans that access non-VA benefits and discounts
• Provide another channel to access non-VA benefits and discounts
• Provide a consistent experience across Mobile and Web channels

Assumptions

• The Veteran must authenticate on VA.gov to access their Veteran status information
• Photo upload is not required
• An ID number is not required
• The Web and Mobile experience shall be consistent but may utilize different form factors as applicable to their channel
• A Veteran Status card displayed in the VA mobile app will be accepted by 3rd parties as official proof of Veteran status
• There will be marketing support for the new Veteran status card (to drive new app downloads)

Measuring Success

• Adoption is a key performance indicator. We’ll track Veteran engagement and interaction.
• Measure the total number of users that access the card on VA.gov
• Measure the unique number of users that access the card on VA.gov
• Requests for ability to provide proof of service decreases in other areas of the VA

Discovery Research References

How To Apply For A Veteran ID Card H.R.91 - 114th Congress (2015-2016): Veterans Identification Card Act 2015 List of current approved forms of Veteran ID card Ad Hoc Mobile MVP Research

Solution Approach

MVP Create a Veterans Status page on VA.com that is only displayed to authenticated users. Key data elements include:
Name Date of Birth Dates of Service Branch of Military (pick latest) Discharge status VA Logo Approach: Make Veterans Status card/information available through “Profile” feature of VA.gov Create Navigation links to the Page from the Profile and Badge Create a feature toggle to makes feature available when toggled on and unavailable when toggled off Toggle is initially set to Off

Technical Considerations

Veterans that are not honorably discharged shall not have access to the Veteran Status Card.
Veteran Verification API and https://developer.va.gov/explore/api/veteran-confirmation have this data For those veterans with an existing VIC card, where in the current system (API or FE) would the VIC live (i.e. how do we go about surfacing it?)?

Post-MVP

Areas to explore: Print function available from Veteran Status page (potentially with some sort of card-like form factor).
Unauthenticated user flow A consolidated ID card approach through engagement with VIC and other teams Broader use of ID.me amongst external non-VA benefit and discount providers Implementation Information Timeline Discovery Sprint from 10/16/23 - 11//1/23 Next step: present product concept to collab cycle Important Context and Decisions

• Where does the new Veteran Status live? Profile? My VA? Somewhere on its own?
• Allow for offline access? Might be good for older phones or areas with slow/unavailable wifi.
• Availability for use online in online shopping environments? Open Questions
• What access to Veterans and non-VA Benefits providers will our team have for research purposes?