Services and Solutions

National Center for Telehealth & Technology (T2)

01
Software Development
Revolutionizing Military Mental Health: TIAG Pioneering Usability Solutions for Enhanced Psychological Well-being
Customer Mission

The National Center for Telehealth & Technology (T2) aims to leverage cutting-edge technologies to support psychological health and traumatic brain injury initiatives within the Military Health System’s Defense Centers of Excellence for Psychological Health and Traumatic Brain Injury. Through innovative products and programs, T2 enhances the well-being and resilience of service members and their families.

Challenge

With a substantial portfolio of military community-facing behavioral health technologies and initiatives –  and recognizing the unique hurdles behavioral health mobile apps presented for government agencies – T2’s mission was to establish an innovative full-service usability lab. The lab’s development, along with all community-facing behavioral and psychological health technology originating from it, required a meticulous design that seamlessly integrated user experience and emerging technologies into current and prospective technological initiatives throughout the DoD.

Solution

TIAG was contracted to develop and support T2’s usability lab. TIAG spearheaded, implemented, and oversaw T2’s usability lab program by blending tailored, human-centric design methodologies with a fusion of user research and design excellence. Our objective was to furnish T2 with intuitive, pertinent, and captivating behavioral health technology initiatives, products, and programs, dedicated to aiding those in service. Key capabilities included:

  • Assembling a multi-disciplinary UX team to ensure comprehensive coverage in planning, implementing, and managing T2’s usability lab program. This included acquiring, maintaining, and managing lab accessories, hardware, and software, ensuring optimal functionality and efficiency.
  • Collaborating with key stakeholders across T2 and the DoD, service members, and military community supporters in the design and development process through interviews, stakeholder workshops, scoping meetings, and user research. 
  • Managing, implementing, and updating recruitment strategies for usability testing with behavioral health and health care providers, veterans, and military families, including children aged 5 to 17. 
  • Developing an education and training program for T2 personnel and leadership on user experience best practices, human-centered design processes, and methodologies.
Result

T2 saw remarkable engagement: 

  • Over 200 service requests from subject matter experts and external DoD entities influenced numerous applications and drove hundreds of concept and product validations, expert evaluations, and design initiatives. 
  • Nearly 2,000 soldiers, behavioral health and healthcare providers, veterans, and military families participated in senior-level user research and formal usability testing activities.
  • Feedback from more than 50 formalized satisfaction surveys underscored the UX team’s exceptional performance. The team consistently met or exceeded the expectations of T2 personnel and stakeholders who utilized the lab’s services.
  • Since its launch, TIAG has crafted over 22 intuitive and user-friendly applications focused on bolstering overall health and resilience while safeguarding the data of our country’s defenders for T2. These applications are reshaping the landscape of care for PTSD and TBI-related issues among our nation’s warriors and their families. 
  • The legacy of this innovation and our corporate behavioral health and usability expertise can be seen through our work with the Army Resilience Directorate and our unique mResillience product offering.
02
Human-Centered Design
TIAG managed the Department of Defense’s first fully staffed usability lab service program to advance behavioral health technology innovations
Customer Mission

The National Center for Telehealth & Technology (T2), a part of the Military Health System’s Defense Centers of Excellence for Psychological Health and Traumatic Brain Injury, was established to leverage cutting-edge technologies for psychological health and traumatic brain injury initiatives, products, and programs.

Challenge

With a substantial portfolio of military community-facing behavioral health technologies and initiatives, T2 wanted to incorporate user experience into existing, upcoming, and future technology initiatives. To that end, T2 built an innovative, full-service usability lab to add a new line of support offerings to both T2 personnel and DOD-wide organizations. 

Solution

TIAG planned, executed, and managed T2’s usability lab program by pairing customized, human-centered design processes with a combination of user research and design best practices. We ensured T2 had user-friendly, relevant, and engaging behavioral health technology initiatives, products, and programs to support those who serve. Collaborating with key T2 stakeholders, we instituted, managed, and measured a robust usability lab program for the organization and DOD. We created a human-centered design approach that included stakeholder workshop collaborations and scoping meetings, extensive user research, and design methodologies. We managed, implemented, and updated recruitment strategies for usability testing with behavioral health and health care providers, veterans, and military families, including children aged 5 to 17. We acquired, maintained, and managed lab accessories, hardware, and software. Finally, we designed and provided an education and training program for T2 personnel and leadership on user experience best practices and human-centered design processes and methodologies. Working with onsite subject matter experts and in-house developers, our UX staff implemented a comprehensive sought-after usability lab program that jumpstarted T2 and DOD-wide interest in user experience and HCD initiatives.

Result

The usability lab service program generated more than 200 service requests by T2 subject matter experts and external DOD entities. The four program service lines described above influenced and enhanced dozens of applications as well as hundreds of concept and product validations, expert evaluations, and design initiatives. In addition, senior-level user research and formal usability testing activities were conducted with a combined total of almost 2,000 soldiers, behavioral health and health care providers, veterans, and military family. More than 50 formalized satisfaction surveys given to T2 personnel and stakeholders who used the lab’s services indicated that the UX team overwhelmingly met or exceeded their expectations.

03
Mobile Platform
TIAG provides software, application, and website development services to support the National Center for Telehealth & Technology
Customer Mission

T2 leads the development of telehealth and technology solutions for the Department of Defense and its mission to be the Center of Excellence for identifying, treating, and minimizing the short- and long-term adverse effects of traumatic brain injury (TBI) and mental health conditions associated with military service.

Challenge

Aware of the key challenges mobile apps posed for government agencies, T2 sought to leverage this evolving technology to create psychological health mobile applications that could be used anytime, anywhere to improve the lives of our nation’s service members and their families.

Solution

TIAG worked with T2 to build, design, test, and deploy a wide range of mobile apps. We leveraged an agile/waterfall hybrid process to give our team of experts the ability to continuously enhance and advance the functionality of T2’s cloud-connected, cross-platform mobile apps. This process, in combination with traditional milestone-driven software engineering strategies, resulted in mobile platforms that helped users self-identify PTSD and TBI-related symptoms and practice different methodologies to help mitigate their symptoms.

Result

We developed more than 22 intuitive and easy-to-use applications for T2 since 2012. This work transformed how our nation’s warriors and their families are being treated for PTSD and TBI-related issues. From mind, body, and spirit-focused apps to others that contribute to a soldier’s overall health and resilience, these tools continue to positively impact lives today while protecting the data of those who serve our country.