The mission of the CHAMP HPRC is to decrease health risks and create positive behavioral change for service members through evidence-based education opportunities and events. HPRC’s education program focuses on human performance optimization based on the Total Force Fitness (TFF) framework.

The HPRC website is an extension of the larger educational effort by CHAMP. It has been in existence since 2010 and has gone through four iterations prior to this new effort. For this next iteration, the focus was on graphical appeal, updated navigation schemes, clear information hierarchy, easily searchable and readable content, and a pleasing responsive web mobile experience. TIAG UX specialists provided a customized human-centered design (HCD) approach that aligned with an agile development environment. 

TIAG employed an agile iterative HCD process for the HPRC website. Our UX specialists created the optimal user experience by applying numerous HCD design and research methodologies to guide the design approach and meet usage goals. Research methods included analytics reviews, heuristic evaluations, user research, gap analysis, and user persona creation. Using the research as a guide, we created a series of mobile and web wireframes (or simplistic blueprints), conducted stakeholder design sessions, and built high-fidelity designs and site maps. To establish the ideal user interface approach, we conducted a comprehensive analysis based on 508/WCAG 2.1 guidelines intended for optimizing site accessibility. 

By integrating a specialized HCD approach within the agile environment, we were able to expand opportunities to keep users at the center of the design and development process and further enhance the overall HPRC website. The final website redesign and optimization work met or surpassed baseline usage rate goals for key areas of the site. In addition, this effort far exceeded client expectations, resulting in contract extensions for follow-on sustainment and feature based work. Per the CHAMP Chief of Staff: “TIAG has been better than I imagined – we didn’t know what we were missing.”

MEDCOM’s Deputy Chief of Staff for the Army Recovery and Care Program is the leading proponent for the evaluation and treatment of wounded, ill, and injured soldiers through a comprehensive, soldier-centric process of medical care, rehabilitation, and personal and professional development.

ARCP’s Army Recovery and Care System (ARCS) is a customized, integrated, multi-role care management system that assists care provider teams and wounded soldiers during their transition back into the force or into veteran status.

TIAG was tasked with streamlining burdensome provider workflows and designing customized, user-friendly features by fusing human-centered design (HCD) user research and design practices within established development processes. Because ARCS is a robust multi-role system, we first wanted to establish an HCD phased approach to prioritize workflows and customized feature sets with the ARCP stakeholders and providers. Next, we identified a curated set of user research methods and design techniques to capture all health provider pain points in their workflows and task needs. In parallel to the design process, we used “Tech Checks” – essentially technical reality checks – to evaluate the technical feasibility and requirements of the designs. Finally, we were able to establish a tailored HCD strategic approach by conducting usability testing with ARCP providers to measure ease of use, time-on-task, and overall provider satisfaction.

Using our HCD approach, TIAG evaluated, unraveled and redesigned task management processes, workflow, and feature sets to optimize ARCS function and flow. As a result, we reduced key workflows and task management processes by up to 50%. A recent survey of 231 ARCP providers revealed that the top two most liked workflow and feature enhancements were the provider dashboard and the revised soldier assessment survey designs. Tackling these areas relieved the burden and cognitive load for many ARCP providers and increased overall satisfaction.

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.

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. 

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.

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.

USUHS educates, trains, and prepares uniformed services health professionals, officers, and leaders to provide direct support for the Military Health System, the National Security, and National Defense Strategies of the United States. Their focus is to support warfighter and military community readiness to ensure their health and overall well-being. More specifically, AFRRI strives to protect the health of U.S. military personnel through research and training intended to advance the understanding of the effects of ionizing radiation.

USUHS and AFRRI needed a mobile application of a radiological assessment triage tool for emergency response teams. The foundation of the app is based on recognized assessment and treatment principles that enable radiological and nuclear emergency response teams to triage suspected casualties. The application is also intended to serve as a training tool for use in a variety of radiological scenario exercises intended for emergency response preparedness. 

Emergency response professionals extend enormous personal risk on the front lines of radiological disasters and events, and the tools they carry in the field need to be lightweight, efficient, and accurate. We first established an iterative human-centered design process that encompassed several research and design methods, from extensive background research to user testing with first responders. We organized and defined all data points and diagnostic outputs to create a baseline for the app’s information architecture. After creating some rough mock-ups, we produced an interactive, high-fidelity prototype that followed established user interface best practices, style guides and asset creation, content development and 508 compliance recommendations. Once stakeholders approved the prototype, we conducted user testing with first responders whose backgrounds were in various emergency response services. After testing and results reporting, design changes and approvals were finalized, and we created and submitted a robust annotated document to the development team.   

The mFRAT is a mobile application specializing in dose-specific and diagnostic outputs for radiological disasters and events. With this assessment-based mobile tool, emergency response teams can efficiently mobilize in the field and quickly identify exposed individuals to expediate the appropriate medical response.