Letting you in.
Vugle - sponsored by Hanwha
Vugle - sponsored by Hanwha
Raising the Financial Lifeline for Those Who Served
Raising the Financial Lifeline for Those Who Served
At-A-Glance
At-A-Glance
Hanwha is a global Fortune 500 company and also a financial powerhouse in Asia. This summer, I interned there as a product designer and co-founded an internal startup, Vugle, which revolutionizes the U.S. veteran healthcare claim process. With Dex, our AI agent, veterans can easily navigate complex systems, reduce claim times, and unlock the full benefits they deserve.
Hanwha is a global Fortune 500 company and also a financial powerhouse in Asia. This summer, I interned there as a product designer and co-founded an internal startup, Vugle, which revolutionizes the U.S. veteran healthcare claim process. With Dex, our AI agent, veterans can easily navigate complex systems, reduce claim times, and unlock the full benefits they deserve.
My Role
My Role
Product Designer — Interaction Design, Visual Design, User Flows, Rapid Prototyping
Product Designer — Interaction Design, Visual Design, User Flows, Rapid Prototyping
Team
Team
Anthony Kim, PM
Anthony Kim, PM
Sooah Park, BDM
Sooah Park, BDM
Yoon Lee, SWE
Yoon Lee, SWE
Dan Chung, MM
Dan Chung, MM
Timeline
Timeline
Seoul & San Francisco
Seoul & San Francisco
June - Aug 2024
June - Aug 2024
Tools
Tools
Figma, Origami Studio
Figma, Origami Studio
HIGHLIGHTS
HIGHLIGHTS
AI Benefits Claim Guide:
Fully automated, personalized
AI Benefits Claim Guide:
Fully automated, personalized
No more confusion, unnecessary waits, and being shortchanged. From claiming disability compensation to personalized VA & retail deals, Vugle streamlines every benefits claim process for those who served.
No more confusion, unnecessary waits, and being shortchanged. From claiming disability compensation to personalized VA & retail deals, Vugle streamlines every benefits claim process for those who served.
AI Compensation Buddy
Dex helps veterans by securely accessing and analyzing their medical and military records, identifying all possible claims, and guiding them through each phase of the application.
Dex helps veterans by securely accessing and analyzing their medical and military records, identifying all possible claims, and guiding them through each phase of the application.
AI Compensation Buddy
Never Miss Anything
Never Miss Anything
The way VA Disability Rating is calculated is by combining all the conditions you have. And too many of them often miss to submit every details of it. Dex analyzes your current condition and list every potential conditions that are most likely.
The way VA Disability Rating is calculated is by combining all the conditions you have. And too many of them often miss to submit every details of it. Dex analyzes your current condition and list every potential conditions that are most likely.
Make the best approach
There are too many types of claims exist and it's important to submit the right one to reduce unnecessary waits. Dex finds you the best strategy for you to receive benefits faster and also more.
There are too many types of claims exist and it's important to submit the right one to reduce unnecessary waits. Dex finds you the best strategy for you to receive benefits faster and also more.
Make the best approach
Confident in your condition
Confident in your condition
The core step that decides your rating is by going to the C&P exam. Often veterans are nervous and don't know what to say, which directly affects their rating. Dex offers comprehensive C&P exam that has everything you need.
The core step that decides your rating is by going to the C&P exam. Often veterans are nervous and don't know what to say, which directly affects their rating. Dex offers comprehensive C&P exam that has everything you need.
Personalized Benefits
Personalized Benefits
Offers a personalized dashboard that highlights all benefits a veteran is eligible for, tailored to their service history for easy access and application.
Offers a personalized dashboard that highlights all benefits a veteran is eligible for, tailored to their service history for easy access and application.
And More.
And More.
There are thousands of veteran deals hidden everywhere. Have you heard about discounted gas prices? Don't be surprised too early.
There are thousands of veteran deals hidden everywhere. Have you heard about discounted gas prices? Don't be surprised too early.
DISCOVER
The Unseen Struggles of Veterans
Having served in the military for two years in my home country and now attending college in the U.S. with many veteran friends, I’ve naturally become interested in the challenges they face.
One major issue is claiming disability compensation. Military service leaves many veterans with some level of disability, with an average disability rating of 60% and about $1,300 in monthly compensation.
But the real question is,
"Are they truly getting what they deserve?"
DISCOVER
The Unseen Struggles of Veterans
Having served in the military for two years in my home country and now attending college in the U.S. with many veteran friends, I’ve naturally become interested in the challenges they face.
One major issue is claiming disability compensation. Military service leaves many veterans with some level of disability, with an average disability rating of 60% and about $1,300 in monthly compensation.
But the real question is,
"Are they truly getting what they deserve?"
PROBLEM SPACE
PROBLEM SPACE
Short Answer is… No.
Short Answer is… No.
So, I dug a little deeper and gained a better understanding of the current struggles veterans are facing.
So, I dug a little deeper and gained a better understanding of the current struggles veterans are facing.
67% - veterans are receiving a much lower disability rating than they deserve.
67% - veterans are receiving a much lower disability rating than they deserve.
$1.41M - the amount being shortchanged for each veteran (lifetime).
$1.41M - the amount being shortchanged for each veteran (lifetime).
341 Days - total days they need to wait. Up to 3 years if it's appeal.
341 Days - total days they need to wait. Up to 3 years if it's appeal.
51% - of veterans have not used any benefit post-discharge.
51% - of veterans have not used any benefit post-discharge.
Beyond the Numbers
Beyond the Numbers
I wanted to verify if those numbers reflect reality. So, I conducted interviews with over five veterans and gathered insights from various veteran communities.
I wanted to verify if those numbers reflect reality. So, I conducted interviews with over five veterans and gathered insights from various veteran communities.
I was then able to narrow them down to two major problems.
I was then able to narrow them down to two major problems.
Complexity: There are too many forms and documentations veterans need to file for their claim, which makes them put even more time and effort.
Complexity: There are too many forms and documentations veterans need to file for their claim, which makes them put even more time and effort.
Lack of awareness: Many veterans don't know what they are eligible for. Often what / how to prepare.
Lack of awareness: Many veterans don't know what they are eligible for. Often what / how to prepare.
HYPOTHESIS
HYPOTHESIS
CORE PRINCIPLE
CORE PRINCIPLE
Simplicity
Simplicity
Since we're dealing with the uncertainty and complexity of our user base, the last thing I wanted to do was confuse users while navigating our app. My goal was for users to instinctively understand our product without needing to "know" or "learn" anything specific to use it.
Since we're dealing with the uncertainty and complexity of our user base, the last thing I wanted to do was confuse users while navigating our app. My goal was for users to instinctively understand our product without needing to "know" or "learn" anything specific to use it.
To enable this instinctive use, I structured my product with three core costs in mind.
cognitive cost, psychological cost, and labor cost.
To enable this instinctive use, I structured my product with three core costs in mind.
cognitive cost, psychological cost, and labor cost.
01. Make Them Understand in One Second (Reducing Cognitive Load)
02. Make Them Want to Do It
03. Make Them Easy to Do It
01. Make Them Understand in One Second (Reducing Cognitive Load)
02. Make Them Want to Do It
03. Make Them Easy to Do It
01. Make Them Understand in One Second (Reducing Cognitive Load)
02. Make Them Want to Do It
03. Make Them Easy to Do It
In the next section, I’ll share some examples of how I’ve applied these principles to our product.
In the next section, I’ll share some examples of how I’ve applied these principles to our product.
Exploration
Cognitive Load
01. Finding the Best Interface
01. Finding the Best Interface
Right after I heard "AI", a chatbot popped into my head. But the more I researched, the more concerned I became that it might not be the best fit.
Conflicts
The information we need to show them is extensive, making it difficult to squeeze into a chat bubble.
They might not feel comfortable interacting with a bot, especially when dealing with their privacy.
So initially, I designed for both options:
A) not-so-chatbot-looking
B) chatbot interface
A) a not-so-chatbot-looking interface (which I later realized is also a chatbot, a.k.a rule-based chatbot), and B) a chatbot interface
Then we put them on user testing and got two major feedbacks:
I don’t really care if it’s a bot or not. I installed the app for a reason. But I’d appreciate knowing how they’re going to use my data / protect my privacy.
The not-so-chatbot-looking one felt never-ending. However, it looked more organized and clean than the typical-looking chatbot.
I was interested where they mentioned that the non-chatbot version felt too long, even though both took a similar amount of time even without any loading time. I later figured it out that it has to do with how the interaction works.
A) Push-in
B) Vertical scroll
Interaction
Non-chatbot (push-in): have to reorient to a new screen - Cognitive load ↑
Chatbot (scroll): content stays in the same page - Cognitive load ↓
… and supported by a study as well.
"When interactions are less visually disruptive, users perceive the system as faster, even if the actual response time is the same."
— Nielsen, J. (1993). Usability Engineering.
Finally, I redesigned the interface by:
Frequent reminders about privacy to assure users that their information is kept safe.
Simplifying the chatbot UI with improved visual hierarchy.
Core principle was achieved by:
Separating a cluster of texts to a clear action item and an explanation.
Making users easy to answer
No need to think what type of claim it is.
It's either 'New' or 'Existing.
Exploration
Cognitive Load
01. Finding the Best Interface
Right after I heard "AI", a chatbot popped into my head. But the more I researched, the more concerned I became that it might not be the best fit.
Conflicts
The information we need to show them is extensive, making it difficult to squeeze into a chat bubble.
They might not feel comfortable interacting with a bot, especially when dealing with their privacy.
So initially, I designed for both options:
A) not-so-chatbot-looking
B) chatbot interface
A) a not-so-chatbot-looking interface (which I later realized is also a chatbot, a.k.a rule-based chatbot), and B) a chatbot interface
Then we put them on user testing and got two major feedbacks:
I don’t really care if it’s a bot or not. I installed the app for a reason. But I’d appreciate knowing how they’re going to use my data / protect my privacy.
The not-so-chatbot-looking one felt never-ending. However, it looked more organized and clean than the typical-looking chatbot.
I was interested where they mentioned that the non-chatbot version felt too long, even though both took a similar amount of time even without any loading time. I later figured it out that it has to do with how the interaction works.
A) Push-in
B) Vertical scroll
Interaction
Non-chatbot (push-in): have to reorient to a new screen - Cognitive load ↑
Chatbot (scroll): content stays in the same page - Cognitive load ↓
… and supported by a study as well.
"When interactions are less visually disruptive, users perceive the system as faster, even if the actual response time is the same."
— Nielsen, J. (1993). Usability Engineering.
Finally, I redesigned the interface by:
Frequent reminders about privacy to assure users that their information is kept safe.
Simplifying the chatbot UI with improved visual hierarchy.
Core principle was achieved by:
Separating a cluster of texts to a clear action item and an explanation.
Making users easy to answer
No need to think what type of claim it is.
It's either 'New' or 'Existing.
Casual Concept
02. Removing the Jargons
02. Removing the Jargons
02. Removing the Jargons
During interviews, veterans mentioned feeling overwhelmed by the medical jargon in the VA filing process. Initially, I tried to simplify it by allowing users to type basic symptoms like 'knee pain,' followed by detailed questions, but it became repetitive.
During interviews, veterans mentioned feeling overwhelmed by the medical jargon in the VA filing process. Initially, I tried to simplify it by allowing users to type basic symptoms like 'knee pain,' followed by detailed questions, but it became repetitive.
Current VA condition selection process
Initial design
I improved this by asking users to describe their symptoms in their own words, then ranked the conditions based on their keywords and relevant medical records.
I improved this by asking users to describe their symptoms in their own words, then ranked the conditions based on their keywords and relevant medical records.
This made it way easier for veterans, cutting out the confusing medical terms and the guesswork of picking the right condition.
This made it way easier for veterans, cutting out the confusing medical terms and the guesswork of picking the right condition.
Low-cost action
Low-cost action
03. Bridging the Appointment Gap
03. Bridging the Appointment Gap
03. Bridging the Appointment Gap
I first tried to streamline the process with online booking for medical centers. But in testing, we found the VA’s system often showed no slots for three months, while a quick call could get an appointment in a couple of weeks. Plus, most vets prefer calling anyway.
I first tried to streamline the process with online booking for medical centers. But in testing, we found the VA’s system often showed no slots for three months, while a quick call could get an appointment in a couple of weeks. Plus, most vets prefer calling anyway.
Captured on July 23rd
Captured on July 23rd
To address this, I prioritized phone bookings, but this could disrupt the user flow since they would need to manually input their appointment details.
To address this, I prioritized phone bookings, but this could disrupt the user flow since they would need to manually input their appointment details.
Fortunately, I found a solution. The VA uses 'My HealtheVet' to manage bookings, and we were able to pull appointment times using their API.
Fortunately, I found a solution. The VA uses 'My HealtheVet' to manage bookings, and we were able to pull appointment times using their API.
This gave users two options: update details manually or skip it and keep going—we'll pull the info automatically when the VA hospitals update it. More freedom, less hassle.
This gave users two options: update details manually or skip it and keep going—we'll pull the info automatically when the VA hospitals update it. More freedom, less hassle.
Make them easy to do it
Make them easy to do it
04. Accessibility Behind Drag-and-Drop
04. Accessibility Behind Drag-and-Drop
04. Accessibility Behind Drag-and-Drop
Our home dashboard allows users to rearrange widgets based on their preferences. Without much thought, I implemented drag-and-drop interaction, as it’s the most commonly used method for this kind of action.
Our home dashboard allows users to rearrange widgets based on their preferences. Without much thought, I implemented drag-and-drop interaction, as it’s the most commonly used method for this kind of action.
Zoom me! I won't crash.
Home Dashboard
Drag-and-drop to rearrange.
I later revisited this feature, realizing that a significant portion of our user base experiences disabilities.
I later revisited this feature, realizing that a significant portion of our user base experiences disabilities.
Especially users with visual impairments might struggle to understand that the order has changed if the feedback is solely visual.
Especially users with visual impairments might struggle to understand that the order has changed if the feedback is solely visual.
I also realized that drag-and-drop interaction can technically work with screen readers, but they might be practically unusable for visually impaired users.
I also realized that drag-and-drop interaction can technically work with screen readers, but they might be practically unusable for visually impaired users.
As a result, I started designing two modes: one using drag-and-drop and another relying solely on tab navigation to accommodate users with visual impairments.
As a result, I started designing two modes: one using drag-and-drop and another relying solely on tab navigation to accommodate users with visual impairments.
Full process of reorder feature after improving accessibility.
Realizing how challenging it was to design even this small feature with accessibility in mind, I was inspired to go over and redesign the other features to ensure every user can use them comfortably.
Realizing how challenging it was to design even this small feature with accessibility in mind, I was inspired to go over and redesign the other features to ensure every user can use them comfortably.
Other example: added tab buttons when choosing severity.
Personalize
Personalize
05. Simplifying the Benefits Experience
05. Simplifying the Benefits Experience
05. Simplifying the Benefits Experience
Besides Dex, one of our core values is to provide veterans with a full range of benefits.
I initially designed the "Benefits" page to list everything, but two problems popped up:
Besides Dex, one of our core values is to provide veterans with a full range of benefits.
I initially designed the "Benefits" page to list everything, but two problems popped up:
Overcrowding: I didn’t realize just how many benefits the VA offers—over 100, plus endless retail deals. The page got cluttered fast.
Overcrowding: I didn’t realize just how many benefits the VA offers—over 100, plus endless retail deals. The page got cluttered fast.
Personalization Challenges: Our goal is to offer personalized benefits that we’ve confirmed or assumed they are eligible for, but it’s technically challenging to do this for third-party benefits.
Personalization Challenges: Our goal is to offer personalized benefits that we’ve confirmed or assumed they are eligible for, but it’s technically challenging to do this for third-party benefits.
To address these issues, I decided to divide the content into two different tabs:
Benefits (VA), and Deals (Retail).
To address these issues, I decided to divide the content into two different tabs:
Benefits (VA), and Deals (Retail).
This way, I was able to introduce a "For You" section in the Benefits page for personalized benefits that users are already eligible for.
This way, I was able to introduce a "For You" section in the Benefits page for personalized benefits that users are already eligible for.
I also grouped similar benefits together so users don’t have to search for them separately.
I also grouped similar benefits together so users don’t have to search for them separately.
In the Deals tab, I was able to highlight hidden gems that veterans could've missed.
In the Deals tab, I was able to highlight hidden gems that veterans could've missed.
I also organized the essential information so they don’t have to visit each website to find out further.
I also organized the essential information so they don’t have to visit each website to find out further.
THE RESULT
01. Demo Day!
On our last day, we got to pitch Vugle to five awesome San Francisco VCs. We were stoked to see Context VC, which focuses on veteran startups, there to back us. Big shoutout to Tim for his insights and support, pushing us closer to landing our first customer.
"Too bad it wasn't out there when I discharged!" - Dan, veteran.
THE RESULT
01. Demo Day!
On our last day, we got to pitch Vugle to five awesome San Francisco VCs. We were stoked to see Context VC, which focuses on veteran startups, there to back us. Big shoutout to Tim for his insights and support, pushing us closer to landing our first customer.
"Too bad it wasn't out there when I discharged!" - Dan, veteran.
02. The Numbers We're Seeing
02. The Numbers We're Seeing
Since our product is still in the MVP stage, there are no public metrics available yet. However, we conducted extensive usability testing—21 sessions over 5 weeks. It was an intense journey!
Since our product is still in the MVP stage, there are no public metrics available yet. However, we conducted extensive usability testing—21 sessions over 5 weeks. It was an intense journey!
Here’s a summary of our usability testing results. While our sample size is small, we’ve identified some strong trends:
Here’s a summary of our usability testing results. While our sample size is small, we’ve identified some strong trends:
Significant Reduction in Filing Flow
The filing process time was reduced by 55%, from 7 minutes and 40 seconds to 3 minutes and 37 seconds—from onboarding, navigating to Dex, and completing the entire process.
The filing process time was reduced by 55%, from 7 minutes and 40 seconds to 3 minutes and 37 seconds—from onboarding, navigating to Dex, and completing the entire process.
Fewer Clicks in the Most Complex Zone
The total number of clicks during the file gathering and diagnosis process was reduced by 18%, from 56 clicks to 46.
The total number of clicks during the file gathering and diagnosis process was reduced by 18%, from 56 clicks to 46.
Finding Benefits Getting Easier
The time to first success for finding a specific benefit was reduced by 43%, from 24 seconds to 16 seconds, making it easier for users to navigate the app.
The time to first success for finding a specific benefit was reduced by 43%, from 24 seconds to 16 seconds, making it easier for users to navigate the app.
Reaching the Optimal Experience
The SUS score increased from 67 (marginally acceptable) to 85 (excellent), reflecting significant improvements in overall usability.
The SUS score increased from 67 (marginally acceptable) to 85 (excellent), reflecting significant improvements in overall usability.
Lastly, we observed a substantial increase in veterans' awareness and willingness to use the app. Our hope is to reach those who are still struggling behind the scenes and provide them with the support they need.
Lastly, we observed a substantial increase in veterans' awareness and willingness to use the app. Our hope is to reach those who are still struggling behind the scenes and provide them with the support they need.
…and we’re keep’in going! 🤟
…and we’re keep’in going! 🤟
— RETROSPECTIVE
People, Ideas, Love.
Avengers Team
Ever seen a team go back to office at 4am?
One of the most blessed things that happened during this internship was meeting this wonderful, passionate team. I realized how crucial it is to have a shared vision and how having each other’s backs not only boosts productivity but also helps us to push through, even in the darkest times (literally).
Room Full of Ideas
Whiteboards, sticky notes, papers—you name it. Our walls were filled with ideas. It was a surreal experience to be in a space where collective creativity visually unfolded.
Love for community
Our idea was shaped by people from all walks of life, but what tied us together was our drive to help those in need. Without empathy and a genuine interest in these communities, our product wouldn’t have made it this far.
…and huge shoutout to all the mentors who gave me that learner's high 🧠
— RETROSPECTIVE
People, Ideas, Love.
Avengers Team
Ever seen a team go back to office at 4am?
One of the most blessed things that happened during this internship was meeting this wonderful, passionate team. I realized how crucial it is to have a shared vision and how having each other’s backs not only boosts productivity but also helps us to push through, even in the darkest times (literally).
Room Full of Ideas
Whiteboards, sticky notes, papers—you name it. Our walls were filled with ideas. It was a surreal experience to be in a space where collective creativity visually unfolded.
Love for community
Our idea was shaped by people from all walks of life, but what tied us together was our drive to help those in need. Without empathy and a genuine interest in these communities, our product wouldn’t have made it this far.
…and huge shoutout to all the mentors who gave me that learner's high 🧠
