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The VA offers an exceptional rehabilitation program for partially and fully blind veterans—yet many who could benefit from it never enroll. The barrier isn't the quality of care; it's awareness, accessibility, and fear. Traveling across the country to stay in an unfamiliar place, leaving the comforts and safety of home, and confronting anxieties about navigating a new environment as a blind or visually impaired person creates significant emotional hurdles for veterans who need this program most.
​My team conducted in-depth interviews with rehab leadership, VA doctors and nurses, and veterans who had either completed the program or were preparing to attend. Through these conversations, we uncovered the complex layers of fear, anxiety, and hope that veterans experience when considering participation. We learned what kept them up at night, what gave them courage, and what they wished they had known before arriving.
Our research led to a comprehensive design recommendation plan centered on building trust before veterans ever left home. Key recommendations included an in-home onboarding process that allowed veterans to practice skills in familiar surroundings, clearer and more transparent guidance on travel logistics, and honest communication about what to expect—both the frustrations and the accomplishments. Most importantly, we showed how participating in this program could genuinely transform their lives, giving them independence and confidence they thought they'd lost forever.
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VA Blind Rehabilitation Program:
Designing Trust and Access
Discussion Guides for User Interviews
VA Blind Rehabilitation Program: Pre-Enrollment Interview
Discussion Guide
Introduction (5 minutes) Thank you for taking the time to speak with us today. We're working to better understand the experience of veterans preparing to attend the VA Blind Rehabilitation Program. Your insights will help us improve how we communicate about and support this program. There are no right or wrong answers—we simply want to hear about your experience and perspective.
Background & Awareness (10 minutes)
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How did you first learn about the VA Blind Rehabilitation Program?
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What was your initial reaction when you heard about it?
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What made you decide to enroll?
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Prompt: Was there a specific moment or person that influenced your decision?
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Expectations & Hopes (10 minutes)
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What are you hoping to gain from this program?
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When you think about your time at the rehab center, what does success look like to you?
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Prompt: Are there specific skills or goals you're focused on?
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What would make this experience worthwhile for you?
Concerns & Barriers (15 minutes)
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What concerns, if any, do you have about attending the program?
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Prompt: Tell me more about that. What specifically worries you?
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How do you feel about traveling to the rehab center?
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Prompt: What would make the travel process easier for you?
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What are your thoughts about staying away from home for [program duration]?
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Prompt: What will you miss most? What support systems are you leaving behind?
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Is there anything that almost prevented you from enrolling?
Information & Preparation (10 minutes)
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What information have you received about the program so far?
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What questions do you still have that haven't been answered?
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What would have been helpful to know earlier in this process?
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If you could ask veterans who've completed the program one question, what would it be?
Support Systems (5 minutes)
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Who has been most supportive of your decision to attend?
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Are there people in your life who have concerns about you going?
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Prompt: What are their concerns?
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Closing (5 minutes)
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If you were talking to another veteran considering this program, what would you tell them?
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Is there anything we haven't discussed that you think is important for us to understand?
VA Blind Rehabilitation Program: Post-Completion Interview Discussion Guide
Introduction (5 minutes) Thank you for taking the time to speak with us today. We're working to improve the experience for veterans preparing to attend the VA Blind Rehabilitation Program. Since you've already completed the program, your insights are invaluable in helping us understand what worked well and what could be better. There are no right or wrong answers—we simply want to hear about your honest experience.
Pre-Arrival Experience (10 minutes)
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Before you arrived, what were your biggest concerns or fears about attending the program?
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Prompt: How did those compare to the reality once you got there?
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What information did you receive before arriving? Was it helpful?
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Prompt: What do you wish you had known beforehand?
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How was the travel experience getting to the rehab center?
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Prompt: What would have made that easier?
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First Impressions (10 minutes)
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Tell me about your first day or two at the center. What was that like?
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What surprised you most when you first arrived?
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Prompt: Good surprises? Difficult surprises?
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How did you feel about being away from home during those first few days?
Program Experience (15 minutes)
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Walk me through what a typical day looked like for you.
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What parts of the program were most valuable to you?
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What was more challenging than you expected?
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Prompt: How did you get through those difficult moments?
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Were there any frustrations or disappointments during your time there?
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What accomplishments are you most proud of from your time in the program?
Staff & Support (10 minutes)
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How would you describe the staff at the center?
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What did the staff do that was particularly helpful?
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Was there anything you needed that you didn't get?
Life After Rehab (10 minutes)
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How has your life changed since completing the program?
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What skills or lessons from the program do you use most often?
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What has been challenging about returning home and applying what you learned?
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Prompt: What kind of follow-up support would have been helpful?
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Advice for Future Participants (5 minutes)
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If you were talking to a veteran who's nervous about attending this program, what would you tell them?
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What's the one thing you would want them to know before they go?
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If you could change one thing about the program or the experience, what would it be?
Closing (5 minutes)
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Would you recommend this program to other veterans? Why or why not?
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Is there anything we haven't discussed that you think is important for us to understand about your experience?
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