Tricare Online Provider Portal – Conceptual project Mobile App | UX Research Visual Design | Figma | Adobe Photoshop Lake | Octopus.do | March 2023

Problem: Military members and their families must use Tricare’s online patient portal to make appointments, fill prescriptions, send messages to their doctors and access medical records/test results. The website is extremely difficult to use and has a poorly responsive design, making it difficult to use the main features of the portal. Many service members I have spoken to have stopped using the portal and instead choose to call the clinic or appointment line and are subject to long waits.

Tricare Online Provider Portal

Solution: The Tricare Online Patient Portal app was created to provide military personnel and their families with a simple, user-friendly option to access/use their healthcare. The target users of the TOPP application are the military and their seniors.

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Military members and their families wanted a Tricare patient portal app where they could easily schedule appointments, request prescriptions, message their care team and access lab results.

To begin my research, I conducted a survey through Tally and recruited 7 active duty military personnel and 2 elderly dependents (spouses). The purpose of the survey was to see how they currently interact with the Tricare portal, what their pain points are, and if an app were created, what features they would like to include. In addition to the statistics below, users also expressed some of their biggest frustrations with the current portal: login difficulties, slow loading times, and not being able to use it on their mobile devices.

Since the audience for this project was so broad (all active duty military personnel and their families), I tried to represent as many people as possible through the two characters. They were designed with reference to quantitative and qualitative data from my user interviews and research.

To help me deepen my empathy and better visualize my users’ processes, I created two user journey maps.

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Given the data I collected, my research revealed that users have 4 main goals with the app: schedule appointments, fill prescriptions, send messages to their healthcare team, and receive lab results. With this in mind, I started creating my sitemap.

After my research phase, I started exploring layouts through sketching – creating a design template that would best serve users and predict what I thought would be best. Through the diagram, I also decided to add a visual progress bar to the appointment and prescription fill flow.

After sketching a few screens, I decided on a basic layout and moved on to my low fidelity projects. I used my low-fidelity mockups to establish a visual hierarchy, drawing attention to the features most requested by users.

After conducting a series of usability studies, it came to my attention that I had overlooked a major problem among users:

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In addition to “no placement issues”, there were accessibility issues for users with limited dexterity who might have difficulty hitting small targets. Small circles can be a challenge for these users, so in addition to making the circles clickable, I made the text clickable so that the target is larger and easier to hit.

I wanted the app’s visual design to be as simple and inclusive as possible, helping users easily achieve the flows they need. I took care to make sure the text was large enough so that users with limited vision could see it without being distracted, and I included a mix of icons related to the text. I also made sure the colors met WCAG contrast ratio accessibility standards. I chose a blue color scheme, because many people associate blue with competence and reliability.

If this was a project I was actually working on, as opposed to a conceptual design, there would probably be some constraints that could affect the design of the application. Some possible limitations may be:

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