Government Healthcare Usability
Dave Haft was a key member of the program management team for TRICARE.mil. Improving the site’s usability and IA over a three-year period was stifled by red tape, however, he contributed significantly to its progress by fostering change in the organization. In 2011, they launched the fresh look-and-feel you see today.
To announce the new design and help users adjust to re-organized navigation, Mr. Haft produced a “Video Tour.” This video highlights many of the site’s usability improvements. Design changes were founded in research such as pop-up surveys for site visitors.
WebTrends statistics indicated users are now more likely to complete the three questions. More advanced user-session tracking cookies and heat-maps were unavailable and we always look forward to using such data to empower our decision-making.