Borne the Battle #284: Empowering Veterans with the VA Health and Benefits App

On this week’s episode of Borne the Battle, host Pablo Meza spoke with Rachel Han from VA’s mobile app team, who shared how VA is using the Health and Benefits app as a digital bridge connecting Veterans to VA.

VA’s mobile “Health and Benefits” app is changing the way Veterans interact with VA. In the app, Veterans can navigate VA services, like schedule appointments online, view and set appointment reminders, request prescription refill and even conduct video consultations directly from their phones. And that’s not all.

Accessibility and control

Speaking about the promise apps provide, Han said they put accessibility and control back into Veterans’ hands: It’s not just about simplifying processes or offering convenience; it’s about empowering Veterans and providing them with a tool that understands and caters to their specific needs. With access to real-time information and services, Veterans can make more informed decisions.

How it started

Today, more than half of va.gov traffic comes from mobile devices. Recognizing the shift in user behavior, VA embarked on a mission to develop a native mobile app that closely mirrors the website’s offerings—but more personalized and intuitive.

Han talked openly about the challenges of making a mobile-first service from a web-centric one. The adoption of human-centered design principles, accessibility prioritization, and continuous learning and adapting to user feedback have molded the app into what it is today.

What’s next?

Han also shared glimpses into the Health and Benefits app’s future. Besides listening to user feedback, the VA mobile app team is constantly developing new features for it, such as digital patient check-ins, reimbursement for travel expenses, lab and test results, and more push notifications like claim statuses. The evolution of the app signifies VA’s commitment to keeping up with the changing digital landscape while ensuring that a Veteran’s experience is always at the forefront.

Interested in learning more about the VA Health and Benefits mobile app? Listen to the episode below, or find Borne the Battle podcast in your favorite podcast app. Join us as we explore the future of digital experiences for Veterans.