Nurse Triage for a Global Military Community
The systemThe app was only the front door. Behind it sat a worldwide care system: time zones, triage rules, and nurses ready to step in.
Problem
Active-duty service members and military families stationed around the world needed fast access to nurse triage, but a call-based system meant long waits and real friction across time zones and locations.
What I did
- Research. Conducted user research with TRICARE beneficiaries to understand how and where they seek care.
- Design. Developed user flows, information architecture, and high-fidelity prototypes.
- Iterate. Ran usability testing with real users and clinicians, refining the design across multiple design sprints.
Solution
A mobile triage experience that guides people through their symptoms and routes them to the right level of care, from self-care guidance to a live chat with a nurse.
Impact
Reduced call volume and improved access to care for a globally distributed population.
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