Cynthia – Post 9/11 Female Veteran


Post 9/11 Female

Patient Condition(s)

Diabetes, Respiratory, neurological, and autoimmune symptoms, High blood pressure, High stress

Strength of Evidence

Strength of Evidence Rating 5 out of 5


Human Factors Engineering (HFE), Office of Health Informatics, Veterans Health Administration

Cynthia – Post 9/11 Female Veteran




Smiling Asian female with glasses. She is wearing a white shirt.

Cynthia has high expectations of herself and others. She has built a successful business, but leaving it to serve began a cycle of stress.

Early 30s, single                               

Urban VAMC                    

20% Disability Rating      

Priority Group 3                                   

My Relationships

In the diagram above, individuals that are darker, larger and closer to Cynthia are more important to her than individuals that are smaller, lighter and farther away.

“VA implies being stuck and needing help. That’s not how I see myself. But I do worry about my burn pit exposure, so I see them for that.”

My Use of VA Services

  • Primary care: Issues she relates to burn pit exposure
  • Medical records coordination
  • Emergency Department: Acute symptoms

My Health Issues

  • High blood pressure
  • High stress
  • Diabetes
  • Respiratory, neurological, and autoimmune symptoms

My Needs

  • Processes that are streamlined, flexible, efficient, and effective
  • Small business loans (VBA)

My Technology Pain Points

  • Care, prescription, and record coordination
  • VA sites on mobile device are slow and complicated

My Technology Devices

  • iPhone (Smartphone)
  • iPad Pro (512 GB Wi-Fi & cellular)
  • Fitbit
  • 15-inch MacBook Pro (Personal Laptop) with 27-inch secondary monitor
  • Landline

My Narrative

Cynthia comes from a military family and joined the Air Force Reserve after graduating with a BS in aeronautical engineering. She completed her MBA in 2010, at which time she founded a company with one of her graduate school friends. The fast pace and ambitious atmosphere of New York suits her.

She is an Air Force Reserve Captain and was called up for service in Afghanistan. While on base, she managed the burn pits.

She makes an effort to stay connected to her military buddies, and is always happy to help answer their questions about how to access benefits.

My Components of Health and Proactive Well-being

This describes Cynthia’s relative health and well-being attitudes. 

In the diagram above, the relative width of the three outer bands and the
relative size and brightness of the eight inner circles represent their importance to Cynthia.

Download a printable version of this persona as PDF file.