Fig. 1

Example of an interview-based process map generated for this study. The start and end points that were used to bound the discussion are indicated as circles (numbered with letter “c”) at the top left and bottom right corners of the map, respectively, and arrows between the shapes mark the sequence in which individual events (represented as rectangles on the map, numbered with letter “r”) take place within the process. A diamond (numbered with letter “d”) is used when there is a decision point in the process, where events following the point are determined by the answer to the question asked within the diamond. “Burst” shapes (numbered with letter “b”) indicate uncertainties, gaps, bottlenecks, or inefficiencies. Notice the small circle (above and to the right of the center of the figure, labeled “c2”) that demonstrates an alternative end point to the process based on the answer to a decision point question (e.g., in this case, whether veteran status can be verified). Form DD214 (in the rectangle labeled “r1”) is documentation by the United States government on individuals leaving military service, used to verify their veteran status and eligibility for receiving VA services