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Simplifying the sign in experience on VA.gov

Content design, User research

We’re helping simplify a critical security transition for millions of Veterans on VA.gov, designing a clearer and more accessible sign-in experience as VA moves away from legacy sign-in options.

Client

U.S. Department of Veterans Affairs

The challenge

To meet federal security standards, VA needed to transition 1.5 million Veterans from legacy sign-in options to two modern, secure accounts with multifactor authentication and identity verification. The transition surfaced significant challenges, like:

  • Inconsistent messaging across VA.gov without clear, actionable guidance
  • Identity verification that is time-consuming and error-prone, especially for Veterans with disabilities or lower digital literacy
  • A legacy workaround that added verification to older accounts, creating confusion and technical errors

Our approach

User research and stakeholder engagement

  • Conducted usability and comprehension testing with Veterans
  • Gathered insights from VA staff and volunteers supporting Veterans at in-person events
  • Coordinated with VA design systems, centralized content teams, and partners at Login.gov and ID.me

Content design and standardization

  • Created reusable alert components with dynamic content based on Veterans’ account verification status
  • Applied plain language principles to sign-in messaging and headings
  • Developed contact center scripts and a product guide for two VA contact centers

Experience design and prototyping

  • Designed and tested an interstitial page to help Veterans switch to or identify existing modern accounts
  • Created user flow diagrams to manage complex sign-in paths as the transition deadline approached
  • Built mobile and desktop prototypes

Keys to success

Blue Tiger is a key partner in ensuring the success of this ongoing effort led by Oddball.

  • Documentation and knowledge transfer supporting contact center staff and VA teams
  • Extensive stakeholder collaboration
  • Research-driven content decisions
  • Reusable, scalable design patterns

Results and impact

We’re helping VA move towards a simpler, more secure sign-in experience for millions of Veterans across VA.gov.

  • Achieved a nearly 10% conversion rate through the interstitial page
  • Successfully removed the My HealtheVet sign-in option while maintaining access for Veterans who needed continued support
  • Standardized sign-in messaging across VA.gov through reusable alert components
  • Designed sign-in experiences for approved exemptions and edge cases, ensuring no Veteran lost access
  • Laid the foundation for the next phase of the transition toward two secure, government-wide sign-in options