MyHealtheVet Registration Redesign

Title and Introduction

Simplifying Veteran Access to Digital Health Tools

The MyHealtheVet (MHV) Registration Page is a critical entry point for Veterans seeking to access their health records and VA services online. This project focused on redesigning the registration process to reduce confusion, improve verification rates, and increase access to premium MHV features like secure messaging, prescription refills, and health record downloads.

Problem Statement

The legacy registration flow was confusing, text-heavy, and offered little guidance for identity verification. Many Veterans failed to complete the process or misunderstood the requirements for upgrading to a Premium account, limiting their access to essential digital health tools.

Process and Methodology

• Heuristic evaluation of the existing registration and identity verification flow
• Task analysis and usability testing of proposed form layouts and microcopy
• Section 508 accessibility review and testing, which revealed noncompliance issues with screen reader compatibility and keyboard navigation
• Stakeholder collaboration with VA Identity Services and MHV development teams

Solution and Implementation

• Streamlined the registration process into clear, progressive steps
• Rewrote content in plain language with Veteran-friendly terminology
• Designed visual indicators for verification tiers (Basic, Advanced, Premium)
• Integrated in-page help and alerts to guide users through secure credentialing
• Recommended a responsive, mobile-friendly layout to reduce drop-offs

Results and Impact

• Increased registration completion and Premium account upgrade rates
• Reduced contact center calls related to MHV login and verification
• Improved trust and confidence in VA's digital services
• Enhanced digital equity by reducing access barriers for older and rural Veterans

Visuals and Design

• Wireframes and annotated mockups of the new registration flow
• Content audit and plain language revisions
• Mobile-first layout explorations

Credits and My Role

My Role: UX & Design Lead

• Led usability testing and heuristic reviews
• Partnered with content and identity services teams
• Advocated for mobile-first and accessibility improvements

Collaborators:

• MyHealtheVet Product Team
• VA Identity Services
• Office of Connected Care

Call to Action

Designing for trust starts at the first click. Let's work together to create digital health experiences that are simple, secure, and centered on people's needs.