VA: Health and Benefits | Prescriptions

Led the design of a mobile prescription feature that lets Veterans refill medications, view prescription history, and track deliveries with ease.

Role

Design Lead

Platforms

Mobile

Experience

Design, Research, Strategy

Three screenshots showing the prescriptions list, the refill request modal, and the prescription details page.
Three screenshots showing the prescriptions list, the refill request modal, and the prescription details page.

Background

The VA: Health and Benefits mobile app was developed by the Digital Foundry team in partnership with a federal digital services firm. The app helps Veterans manage their healthcare, benefits, and payments directly from their mobile devices.

Following its launch, the team received repeated requests for prescription management—a feature previously available only on desktop.

Goals

As the lead product designer, I was tasked with designing an MVP that allows Veterans to:

  • Refill prescriptions directly from their mobile device

  • View prescription history in a clear and accessible way

  • Track deliveries to know when medications will arrive

Approach

To bring prescription management to the VA: Health and Benefits app, I started by working with subject matter experts to understand how prescription data moved across VA systems, where dependencies existed, and what technical and regulatory constraints influenced the process. In parallel, I examined the existing My HealtheVet web experience to identify which features could be effectively adapted for mobile and where simplification was needed. Using these insights, I created early design iterations that we used in usability testing to validate and refine the approach.

Early wireframes of the prescription homepage and the refill request modal.
Early wireframes of the prescription homepage and the refill request modal.
Early wireframes of the prescription homepage and the refill request modal.
Early wireframes of the tracking package and the tracking details modal.
Early wireframes of the tracking package and the tracking details modal.
Early wireframes of the tracking package and the tracking details modal.

The first round of usability testing aimed to confirm Veterans' expectations for how prescription information should be organized. These sessions identified issues with terminology, placement of key information, and users' understanding of refill actions.

Four images showing some of the affinity diagrams created after the first round of usability testing.
Four images showing some of the affinity diagrams created after the first round of usability testing.
Four images showing some of the affinity diagrams created after the first round of usability testing.

In the second round, I tested the updated refill flow, history display, and delivery tracking features. Veterans responded positively to the changes, noting that the revised designs better matched their expectations and reduced confusion. This round confirmed that the MVP experience aligned with Veterans’ mental models.

Screenshots showcasing the prescription refills and tracking features.
Screenshots showcasing the prescription refills and tracking features.
Screenshots showcasing the prescription refills and tracking features.

Accessibility played a vital role in the design process. I collaborated closely with engineers to ensure the MVP could be developed to meet WCAG standards. Together, we addressed issues like text resizing, screen reader compatibility, and color contrast, creating a prescription experience accessible to all Veterans.

Screenshots of the dark mode mobile app interface, showcasing features for medication management.
Screenshots of the dark mode mobile app interface, showcasing features for medication management.
Screenshots of the dark mode mobile app interface, showcasing features for medication management.
Snippets of the mobile app accessibility design and development guidelines, including keyboard navigation and toast message specifications
Snippets of the mobile app accessibility design and development guidelines, including keyboard navigation and toast message specifications
Snippets of the mobile app accessibility design and development guidelines, including keyboard navigation and toast message specifications

Impact

The VA: Health and Benefits mobile app has received over 200,000 reviews and holds an overall rating of 4.7 stars or higher on the Apple App Store and Google Play Store. It is regarded as one of the most successful digital products in the federal government.

The prescription feature, in particular, has received strong praise from users. Veterans describe the experience as “convenient,” “practical,” and “tremendously easy to navigate.” Many have shared how it helps them manage their healthcare more independently, eliminating the need for phone calls or navigating multiple platforms. For them, it’s become an essential tool in simplifying day-to-day health management.