CASE STUDY - IBM x U.S. DEPARTMENT OF VETERAN AFFAIRS

Veterans Benefits Administration

The Veterans Benefits Administration partnered with IBM to expand and modernize its automation capabilities, improving how benefits are processed for millions of service members, Veterans, and their families. As the creative lead for this engagement, I developed visual communication materials that translated complex technical processes into clear, accessible narratives for both internal stakeholders and Veteran‑facing audiences.

R O L E

Designer & Communications Specialist, Creative Lead

T O O L S

Figma, Illustrator, Photoshop, InDesign, Premiere Pro, PowerPoint, After Effects

T E A M

IBM Consulting x VA Client Team

T H E C H A L L E N G E

Communicating Complex Automation at Scale

Communicating complex automation at scale is never simple. The VBA manages benefits for millions of Service members, Veterans, and their families, and since 2019 IBM has been expanding its automation work across multiple projects. Technical processes like Mail Automation Services (MAS) and the Claim Assist Portal (CAP) were difficult to explain clearly to very different audiences, from claims processors to senior VA leadership.

T H E S O L U T I O N

Visual Storytelling That Drives Adoption

I created visual communication materials that made these complex topics easier to understand. This included executive presentations, promotional videos, infographics, slick sheets, and postcard campaigns. My goal was to turn dense technical information into engaging, digestible content. I also developed and carried out a strategic communications plan that supported both internal IBM teams and external VA stakeholders.