Customer journey to veterans affairs services

This customer journey map example was designd on the base of illustration in the Findings Report, July 2014 "Toward a Veteran-Centered VA: Piloting Tools of Human-Centered Design for America’s Vets" (pp.35-36) from the U.S. Department of Veterans Affairs website. "While there are many paths into VA services, we identified common trajectories in the process of engaging with the VA. We translated those paths into touchpoints in a service­member’s transition and captured the positive and negative interactions associated with each stage of the transaction. The result is a customer journey map, which captures the key intervals between a Veteran’s release from service until they have been approved for VA benefits." [va.gov/playbook/downloads/Toward_A_Veteran_Centered_VA.pdf] The CJM sample "Customer journey to veterans affairs services" was designed using ConceptDraw DIAGRAM software extended with Customer Journey Mapping solution from Marketing area of ConceptDraw Solution Park.