On average, Veterans manage an overwhelming 12-15 medications at a time
How might we ensure they consistently have enough supply?
Project Duration
4 Months
Role
UX Designer @ By Light
Team
UX Design Lead, UX Researcher, Accessibility Specialist, Product Manager, Software Engineers
Status
In development
Background
My HealtheVet is a VA healthcare portal used by 5.5 million Veterans to manage appointments, view records, message providers, and refill prescriptions—with over 302 million refills requested since 2005.
Problem
No support exists to help Veterans track or time their medication refills.
This lack of transparency is especially stressful for those who rely on daily medication to maintain their health.
Solution - Part 1
A real-time tracker that shows each step of their medication's refill progress.
Solution - Part 2
Refill delay alerts that encourage Veterans to resolve issues with their pharmacy.
Solution - Part 3
Step-by-step guide to the refill process, including when to place their next order.
Reviewing UX Research
I analyzed 2 usability test sessions notes and customer surveys (Aug–Dec 2024), identifying several comments expressing frustration when ordering refills and requesting notifications for prescription status changes.
Twice I have had a prescription that needed to be refrigerated sit on my porch for days in the hot summer because I did not know it had been shipped to me…The drug cost about $1,300.00.
I thought I'd refilled this med a few days ago but didn't get a confirmation. Came back again this morning…and it took me here to refill.
I ordered meds over 2 weeks ago and was not told that the med needed to be renewed. I'm completely out.
Mapping User Flows
I aligned the new initiatives with the existing workflows by consulting pharmacy stakeholders to define the refill tracker's logic and use cases.
Working with the VA Design System
I reviewed and applied existing components to comply with VA standards.
Iterating on Designs
I gathered feedback from UX design, content, and accessibility specialists to ensure clarity and usability for Veterans, including those with disabilities or limited technical literacy.
Iteration 1
Iteration 2
Final Iteration
Scalability
I also considered real world delay use cases
Getting the Green Light
I presented the final designs and received approval from the VA governance team—including accessibility, design, IA, and content experts.
Developer Handoff
I first annotated the mockups with the design changes and behaviors, handing off to developers and working with product manager to define acceptance criteria
I then validated the coded designs with developers to ensure it's implementation was accurate.
Impact
This initiative is set to launch in Q3 2025, anticipating a reduction in refill complaints, pharmacy support tickets, and missed refills
Next Steps
- Monitor Veteran feedback and make iterative improvements
- Update tracker to encompass fill and other refill request modalities such as via provider and phone
- Explore email and text notifications to keep Veterans informed about refill updates without logging into their portal
