Finding 017/11
Misunderstood the expiration date
Most veterans thought the expiration date described the medication's shelf life rather than the prescription's refill eligibility.
Case study · 01
MHV Pharmacy. — building for veterans, with veterans
Two years of extensive research with Veterans shaped a complete redesign of the My HealtheVet Pharmacy tool. A user experience built for Veterans, by Veterans.
Focus
Research · UX Design · Product development
Scope
My work on the MHV Pharmacy tool covered several aspects of the online experience, including the prescription status redesign and a complete rebuild of the Prescriptions page, which displays an active and historical record of a patient's prescriptions. Much of this work was considered confidential, so this case study focuses on the prescription status redesign.
Research with Veterans · 01
Making prescription status easier to understand
We studied how Veterans interpreted refill and prescription statuses, where they looked for definitions, and whether new status tags gave them enough information to act with confidence.
11Veterans in final findings
Finding 027/11
DIDN'T KNOW ABOUT OR USE THE GLOSSARY
Most participants needed wayfinding guidance, and participants spent noticeable time scanning for the right definition.
Finding 037/11
DIDN'T OPEN THE REFILL-STATUS TAG
Several participants referenced its existence, although the UI was unclear and there were varying responses as to what this information was about.
Finding 047/11
DIDN'T OPEN THE PRESCRIPTION STATUS DEFINITION LINK
Seven veterans already understood the status, so deeper interaction did not necessarily indicate a design failure.
“I like how it's telling Veterans what's going on so vets don't have to reach out.”
Method
The team conducted in-person, moderated usability sessions at the Mount Vernon VA clinic. Veterans completed five task-based scenarios on a tablet, including refilling a prescription, interpreting statuses, finding definitions, navigating medication details, and explaining five different dates.
My contribution
- Co-created the research plan and conversation guide
- Recruited and screened Veterans at the clinic
- Moderated sessions and captured observation notes
- Synthesized findings into design recommendations
- Shared findings with Pharmacy and business teams
Research-led recommendations
- 01Implement status tags on the refill and medication details pages.
- 02Adjust the refill table to prioritize the information Veterans need while refilling.
- 03Add prescription-status links and refill-status tags to medication details.
- 04Clarify or reduce the number of date labels, prioritizing expiration-date safety.
Stakeholder presentation · 02
Turning findings into product direction
We translated the study into a stakeholder presentation that connected the research goals, usability evidence, and recommended product direction.
“The color tags look alive!”
7/11referenced the refill status
6/11distinguished prescription and refill statuses
7/11misinterpreted the expiration date
What we set out to learn
- 01Evaluate how Veterans responded to and interacted with the new refill-status tags.
- 02Identify major usability issues on the updated Medication Details page.
- 03Understand how Veterans interpreted the five dates shown across the refill experience.
Direction presented
Refill prescriptions
Implement status tags and pop-ups, then reorganize the table around clearer information hierarchy.
Medication details
Revisit the page layout and separate prescription status from refill status, with further testing for clarity.
Dates
Clarify date names and placement, with direct access to supporting definitions when Veterans need them.
Final status redesign · 03
From research findings to final designs
Comparison 01
Prescriptions page
The redesigned table brings refill status into the main scan path with distinct tags and direct access to plain-language status help.
Comparison 02
Medication Details page
The final page separates prescription status from refill status and groups the most important medication information into a clearer hierarchy.
