Veterans who fell behind on VA debt faced a system designed to lose them.
Whether the debt came from GI Bill overpayments or unpaid medical copays, the path to relief was the same: complete a Financial Status Report (FSR), print it, mail it, then draft and submit a separate document to request a waiver or repayment plan. Veterans had no way to track progress, and if the form had errors, the process started over. Many gave up midway. Those who persisted often lost wages to garnishments, paid penalty fees, or faced unnecessary charge-offs.
The existing digital eFSR form had 66 issues ranging from accessibility failures to confusing patterns to inconsistent design. Our team fixed the most urgent problems and began deeper research.
The disconnect was bigger than a flawed interface. The actual users hadn't been consulted. Previous research had barely involved Veterans. We wanted to hear directly from people navigating debt, so we introduced co-design sessions with Veterans, including those with PTSD, TBI, and cognitive impairments.
Those conversations were hard. Participants described financial hardship in ways that went beyond usability feedback. Some became emotional, and others disclosed trauma they hadn't expected to share. We recognized that the research itself carried risk, so we worked with VA clinicians to develop trauma-informed research protocols. The protocols touched everything: how moderators responded in difficult moments, how participants could step back if they needed to, and what support was available afterward. The work required holding two things at once: rigorous research and genuine care for the people in the room.
Eight studies produced a set of behavioral archetypes that revealed who the system had been missing. The archetypes shaped every design decision that followed. Our team tested prototypes across web and mobile with Veterans using screen readers and alternate input devices. We replaced legal jargon with plain language, shortened the form, and automated eligibility checks so Veterans didn't have to wait for someone to manually confirm their status. We connected the platform to VA's Debt Management Center, Health Resource Center, and VBMS. For the first time, Veterans could submit a form and know immediately that it had been received.
The team then launched the Streamlined Waiver, a Presidential Initiative that offers fast-track debt forgiveness. Ninety-five percent of qualifying Veterans now receive instant approval.
