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JourneysMap

Sarah Brooks
Sarah Brooks

The document outlines key moments and life stages that veterans may experience across three broad phases: serving in and separating from the military, living civilian life, and retiring and aging. It provides a map of 10 life stages from pre-service to end of life organized within these three phases. Each life stage lists moments veterans typically experience and associated VA services, highlighting important "moments that matter" that could significantly impact veterans' experiences. The map is intended to help VA better plan for and design experiences for veterans.

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SEPARATE RETIREENLIST PRE-SERVICE LIFE T R Finding additional sources of income Taking care of my health Participating in meaningful activities Deciding how and where to be memorialized Scheduling and planning a funeral service Managing my declining health Maintaining social and community connections Adapting my support network to my new needs Planning for longer term care Managing military and family obligations Finding something to do Doing well by my unit Understanding future prospects Preparing for military service Fulfilling my military obligation Completing my paperwork Understanding the process of separating Engaging VA to access benefits and services Engaging VA to access benefits and services Adapting to military culture Embracing military culture Leaving home Being motivated by the mission Balancing finances Re-establishing and creating relationships Maintaining my health Managing primary care and chronic health issues Recognizing and addressing mental health needs Seeking support for an acute health event Saving for my retirement Taking care of my family Connecting with and serving my community Starting, growing, or maintaining my family Revisiting housing Maintaining my financial, social, and emotional health Translating my military skills Building my network Acquiring the appropriate education, new skills, and credentials Building my professional reputation Finding the right job Attending to health needs Finding a place to live AgingRetiring DyingGetting out Starting upJoining Serving Reinventing Myself Putting down roots Taking care of myself v2_Pamphlet Transition Assistance Program (TAP) Life insurance GI Bill VA Home Loan Pre-discharge Program (Disability Compensation) Healthcare GI Bill Home Loan GI Bill Career Center Vocational Rehab & Employment Compensation & Pension Exam Vet Center Vet Center Welcome Home Events Post-Deployment Clinic VA Health Care MyHealtheVet Pharmacy Disability Health Condition VA Health Care MyHealthe Vet Mental Health Care PTS Services Psychosocial Rehabilitation & Recovery Services Veteran Crisis Line MST Counseling Social work VA Health Care Disability Compensation Prescription Services Inpatient Care Choice Act VA Health Care Prescription Services Emergency Care Specialized Care Preventative Care Pharmacy Veterans Pension Disability Compensation GI Bill Life Insurance VA Home Loan Vet Center VA Refinancing VA Mental Health Center Social work myVA Communities VSOs Pre-discharge Program (Disability Compensation) Healthcare GI Bill Home Loan Burial Benefits Burial Allowance Survivors Benefits Burial Benefits Burial Allowance Survivors Benefits Grief Counseling Audiology Blind & Vision Rehab Specialized Care VA Health Care Vet Center VA Veterans Pension Disability Compensation VA Health Care Geriatric & Extended Care Home Health Care Caregiver Services Caregiver Services Home Health Care Geriatric & Extended Health PACT teams Holistic end of life planning GI Bill Vocational Rehab & Employment Educational & Vocational Counseling Skills Translator Career Center Resume Builder Career Center Veterans Job Bank Resume Builder VA Employment VA Home Loan MOMENT THAT MATTERS The promise of VA benefits and services during recruitment is often the first time servicemembers are introduced to VA and factors into decision making around their future. MOMENT THAT MATTERS Purchasing a home, enrolling in part-time education, and/or maintaining their personal and familial health are often top- of-mind concerns for servicemembers balancing life inside and outside of the military. This is often the first interaction with VA. MOMENT THAT MATTERS Finding something to do like returning to school, going to work, or connecting with the community decreases the risk of harmful behaviors like substance abuse. MOMENT THAT MATTERS Veterans with mental health needs often have a difficult time accessing providers and feeling safe once in care not just at VA, but in the entire mental healthcare industry. MOMENT THAT MATTERS A lack of formal or informal knowledge transfer between providers leads to Veterans experiencing discontinuity within VA and between VA and external sources of healthcare. MOMENT THAT MATTERS Through bonding over shared experiences on social media, at in- person events, and via support networks, Veterans create a sense of community. MOMENT THAT MATTERS Veterans seek supplemental coverage to fill healthcare coverage gaps caused by insurance changes during retirement. Some Veterans reengage or engage with VA for the first time at this moment. MOMENT THAT MATTERS Often the first time a Veteran's family interacts directly with VA is during the highly-emotional time of a Veteran's death. MOMENT THAT MATTERS Veterans select health care coverage according to their individual set of needs and preferences, often choosing private healthcare over VA unless they seek care and compensation for a service-related disability or have no other option. MOMENT THAT MATTERS Separation programs pack in a lot of good information but are delivered at a moment when Veterans are not ready or able to absorb the information. MOMENT THAT MATTERS Veterans expect to be able to translate their skills and leadership abilities easily from the military to a civilian career and rely on resources to identify and fill gaps in their skill sets. MOMENT THAT MATTERS Veterans increasingly seek alternatives to institutional based care and instead wish to stay independent for longer, remaining in their homes and communities. MOMENT THAT MATTERS Sustaining a sense of community and social connection is critical to Veterans' well-being as they age. JOURNEYS OF VETERANS MAP SERVING IN AND SEPARATING FROM THE MILITARY LIVING CIVILIAN LIFE RETIRING AND AGING Not all Veterans are the same and there is no one veteran. There are, however, a broad set of shared moments many Veterans will encounter and live through. Different Veteran personas will experience and navigate these moments in varied and disparate ways. Using this journey as a guide to organize and align around, VA can plan for and design better experiences for Veterans. This map covers ten life stages any Veteran may encounter, from pre-service to end of life. These life stages are organized in three phases in which Veterans goals and aspirations are distinctly different. Each life stage lists out moments Veterans typically experience and associated VA services, and calls out key moments that matter which may have significant impact on Veterans experiences. Life events impact individual goals and change priorities. Events like marriage, divorce, widowhood, birth of a child, obtaining a new degree, loss of housing, empty nesting, major illness and so on have profound effects on peoples priorities and how they approach their livesas well as how they interact and perceive services. These events are unpredictable and may happen at any point across this journey. Moment that matters Life Stage Understanding future prospects Preparing for military service Moment Joining LEGEND Developed by the VA Veterans Experience Team. For more information contact Sarah Brooks, Chief Design Officer, Sarah.Brooks@va.gov

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JourneysMap

  • 1. SEPARATE RETIREENLIST PRE-SERVICE LIFE T R Finding additional sources of income Taking care of my health Participating in meaningful activities Deciding how and where to be memorialized Scheduling and planning a funeral service Managing my declining health Maintaining social and community connections Adapting my support network to my new needs Planning for longer term care Managing military and family obligations Finding something to do Doing well by my unit Understanding future prospects Preparing for military service Fulfilling my military obligation Completing my paperwork Understanding the process of separating Engaging VA to access benefits and services Engaging VA to access benefits and services Adapting to military culture Embracing military culture Leaving home Being motivated by the mission Balancing finances Re-establishing and creating relationships Maintaining my health Managing primary care and chronic health issues Recognizing and addressing mental health needs Seeking support for an acute health event Saving for my retirement Taking care of my family Connecting with and serving my community Starting, growing, or maintaining my family Revisiting housing Maintaining my financial, social, and emotional health Translating my military skills Building my network Acquiring the appropriate education, new skills, and credentials Building my professional reputation Finding the right job Attending to health needs Finding a place to live AgingRetiring DyingGetting out Starting upJoining Serving Reinventing Myself Putting down roots Taking care of myself v2_Pamphlet Transition Assistance Program (TAP) Life insurance GI Bill VA Home Loan Pre-discharge Program (Disability Compensation) Healthcare GI Bill Home Loan GI Bill Career Center Vocational Rehab & Employment Compensation & Pension Exam Vet Center Vet Center Welcome Home Events Post-Deployment Clinic VA Health Care MyHealtheVet Pharmacy Disability Health Condition VA Health Care MyHealthe Vet Mental Health Care PTS Services Psychosocial Rehabilitation & Recovery Services Veteran Crisis Line MST Counseling Social work VA Health Care Disability Compensation Prescription Services Inpatient Care Choice Act VA Health Care Prescription Services Emergency Care Specialized Care Preventative Care Pharmacy Veterans Pension Disability Compensation GI Bill Life Insurance VA Home Loan Vet Center VA Refinancing VA Mental Health Center Social work myVA Communities VSOs Pre-discharge Program (Disability Compensation) Healthcare GI Bill Home Loan Burial Benefits Burial Allowance Survivors Benefits Burial Benefits Burial Allowance Survivors Benefits Grief Counseling Audiology Blind & Vision Rehab Specialized Care VA Health Care Vet Center VA Veterans Pension Disability Compensation VA Health Care Geriatric & Extended Care Home Health Care Caregiver Services Caregiver Services Home Health Care Geriatric & Extended Health PACT teams Holistic end of life planning GI Bill Vocational Rehab & Employment Educational & Vocational Counseling Skills Translator Career Center Resume Builder Career Center Veterans Job Bank Resume Builder VA Employment VA Home Loan MOMENT THAT MATTERS The promise of VA benefits and services during recruitment is often the first time servicemembers are introduced to VA and factors into decision making around their future. MOMENT THAT MATTERS Purchasing a home, enrolling in part-time education, and/or maintaining their personal and familial health are often top- of-mind concerns for servicemembers balancing life inside and outside of the military. This is often the first interaction with VA. MOMENT THAT MATTERS Finding something to do like returning to school, going to work, or connecting with the community decreases the risk of harmful behaviors like substance abuse. MOMENT THAT MATTERS Veterans with mental health needs often have a difficult time accessing providers and feeling safe once in care not just at VA, but in the entire mental healthcare industry. MOMENT THAT MATTERS A lack of formal or informal knowledge transfer between providers leads to Veterans experiencing discontinuity within VA and between VA and external sources of healthcare. MOMENT THAT MATTERS Through bonding over shared experiences on social media, at in- person events, and via support networks, Veterans create a sense of community. MOMENT THAT MATTERS Veterans seek supplemental coverage to fill healthcare coverage gaps caused by insurance changes during retirement. Some Veterans reengage or engage with VA for the first time at this moment. MOMENT THAT MATTERS Often the first time a Veteran's family interacts directly with VA is during the highly-emotional time of a Veteran's death. MOMENT THAT MATTERS Veterans select health care coverage according to their individual set of needs and preferences, often choosing private healthcare over VA unless they seek care and compensation for a service-related disability or have no other option. MOMENT THAT MATTERS Separation programs pack in a lot of good information but are delivered at a moment when Veterans are not ready or able to absorb the information. MOMENT THAT MATTERS Veterans expect to be able to translate their skills and leadership abilities easily from the military to a civilian career and rely on resources to identify and fill gaps in their skill sets. MOMENT THAT MATTERS Veterans increasingly seek alternatives to institutional based care and instead wish to stay independent for longer, remaining in their homes and communities. MOMENT THAT MATTERS Sustaining a sense of community and social connection is critical to Veterans' well-being as they age. JOURNEYS OF VETERANS MAP SERVING IN AND SEPARATING FROM THE MILITARY LIVING CIVILIAN LIFE RETIRING AND AGING Not all Veterans are the same and there is no one veteran. There are, however, a broad set of shared moments many Veterans will encounter and live through. Different Veteran personas will experience and navigate these moments in varied and disparate ways. Using this journey as a guide to organize and align around, VA can plan for and design better experiences for Veterans. This map covers ten life stages any Veteran may encounter, from pre-service to end of life. These life stages are organized in three phases in which Veterans goals and aspirations are distinctly different. Each life stage lists out moments Veterans typically experience and associated VA services, and calls out key moments that matter which may have significant impact on Veterans experiences. Life events impact individual goals and change priorities. Events like marriage, divorce, widowhood, birth of a child, obtaining a new degree, loss of housing, empty nesting, major illness and so on have profound effects on peoples priorities and how they approach their livesas well as how they interact and perceive services. These events are unpredictable and may happen at any point across this journey. Moment that matters Life Stage Understanding future prospects Preparing for military service Moment Joining LEGEND Developed by the VA Veterans Experience Team. For more information contact Sarah Brooks, Chief Design Officer, Sarah.Brooks@va.gov