Tricare Online – A work of imagination | Mobile App | UX Research | Visual Arts | Picture | Adobe Photoshop | Tali | Octopus.do | March 2023

Problem: Soldiers and their families must use Tricare’s online patient portal to book appointments, fill out prescriptions, send text messages to their doctor, and access medical records/test results. The website is very difficult to use with an unresponsive interface, which makes it difficult for people to use the main features of the portal. Many members I have spoken to have given up trying to use the portal, opting instead to call the clinic or make an appointment and wait a long time.

Tricare Online

Answer: The Tricare Online Patient Portal is designed to provide veterans and their families with an easy and convenient way to access/use medical care. TOPP users are the military and their officers.

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Soldiers and their families wanted an inpatient Tricare app where they could book appointments, order prescriptions, send messages to their care team and get lab results.

To start the research, I conducted a survey through Tally and recruited 7 employees with 2 senior dependents (women). The purpose of this survey was to see how they interact with the Tricare portal, what they experience, and what they want to see if an app is developed. In addition to the statistics below, users reported their biggest frustrations with the existing portal: difficulty logging in, slow times, and inability to use it on mobile.

Considering that the audience of this project was large (both working people and their families), I tried to represent the majority of people through two people. They are designed based on the quantity and quality of my research questions.

To help develop my empathy and better visualize how users will react, I created two flow maps.

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Based on the data I have collected, my research has shown that users have 4 main purposes of the app: to set a time, take notes, send a message to their care team, and receive lab results. With this in mind, I started making my own map.

After my research phase, I started to look at website design through design – figuring out what I thought would work for users and creating a more intuitive design. Through Sketching, I decided to add a visual bar to meetings and prescriptions.

After drawing a few screens, I settled on basic designs and moved on to more low-end projects. I used my low-level mockups to set up a control panel to show the most requested user experience.

After conducting user research, I realized that I had overlooked a major problem among users:

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In addition to the “spatial issues”, there were also accessibility issues for less skilled users who might have trouble hitting the smaller spaces. Small circles can be difficult for these users, so in addition to making the circles to be cut, I also made the text to be cut to make the target bigger and easier to navigate later.

I wanted the interface of the app to be as simple and inclusive as possible to help users meet the needs. I was careful to make sure the text was large enough for users with low vision to see without distraction, and I included a mix of images to complement the text. I also made sure that the colors conform to WCAG number differences. I chose the color blue, considering that many users associate blue with creativity and reliability.

If it was an actual project I was working on, as opposed to a conceptual design, there would be limitations that would affect the design of the program. Other barriers may include: Tricare, the health insurance program that provides services to active duty and retired military, their families and survivors, has a variety of benefits, including mental health. This includes online support, a great option for those who live in rural areas like Panama City or Ocala and have schedules that don’t always allow for in-person support, or military families who travel frequently.

Instead of starting with a new agent every time your agent moves, you can continue to work with that agent if they are licensed in your new country. If you are a Tricare beneficiary, you probably know that the system can be difficult to navigate and benefits are not always known, especially when it comes to medical information. Believe me, as a veteran and a Tricare recipient in Florida, I have experienced this confusion and frustration!

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Perhaps one of the most common questions I get asked by customers with Tricare benefits is not whether out-of-pocket services are covered, but which ones are allowed. Platforms like BetterHelp and Talkspace have gained traction and interest, especially during the COVID-19 lockdown. However, these providers are not covered by Tricare, which requires you to find a counselor or an independent health care provider. This is not always as easy as it seems.

You will need two important pieces of information before you can continue your search, all of which you need to know about other medicines. You need to know what type of Tricare plan and what type of provider you want to see.

Tricare has two plans available to beneficiaries: Tricare Prime and Tricare Select. With both, you should consider whether the provider you want to work with is in-network or an out-of-network provider authorized by Tricare.

A network provider is one that contracts directly with Tricare. An authorized Tricare provider outside of the network means that although they do not have a direct contract with Tricare, they have an agreement to work with Tricare to provide services to beneficiaries.

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While this may seem like a lot, it’s okay! The agent you choose will also know this and can share with you how to file a claim with Tricare, if needed.

The most important thing to remember is that you can see an online provider through your Tricare benefit.

With Tricare Prime, you do not need a referral or authorization to begin treatment with an online provider. The good news is that there is no out-of-pocket cost to get started with an online professional.

With this provider, you have two ways to use Tricare insurance for online services. First, you can use the Tricare point of service (POS) system. It doesn’t require posting, but it does require annual deductibles to be met before it can be done. For example, if your annual deductible is $300, you will have to pay out-of-pocket for treatment before your insurance will cover 50 percent of your services.

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The second option is to visit your Primary Care Manager (PCM) to refer you to an out-of-network Tricare provider. Once the referral is accepted and approved by Tricare, you can see the provider and pay $0 for the session.

You don’t need a referral or a permit to see a doctor online. However, you must meet the annual deductible and then have a small cap for each installment. Check your benefits on the Tricare website or with your regional Tricare contractor or Tricare agent.

As you can see from the online helper, you must meet the annual deductible before Tricare will cover the online helper sessions. You will be responsible for 20% of the cost of the meeting for the whole year.

It’s a little different for active members, who will need to be referred from PCM to see the therapists, whether the counselor is in person or over the phone.

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If you want to use Tricare to pay for online services, you should contact your PCM to discuss your options or check the information available on the Tricare website.

When looking for online helpers, it is important to ask your friends, family and colleagues for help. Research the doctor’s experience, education, qualifications, and potential providers to ensure he is a good fit. Most importantly, make sure the therapist is licensed in Florida and knows their fees and insurance.

Online support is a great option for military personnel and their families for several reasons. For example, if you are based at MacDill Air Force Base, but the type of professional you need is located in Jacksonville, distance will not prevent you from getting the best service for your needs with online support. Small communities are often difficult to get treatment from because the healers are rooted in the local culture and tradition. For example, if your family is stationed at Key West Naval Air Station, you can enjoy the anonymity that an online agent can provide.

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