US MIRS 1.1 - Military Entrance Processing Application
Research + Design Lead
Bringing human-centered design principles to bureaucracy
I led the redesign of the military entrance processing stations (MEPS) application from concept to execution. The MEPS process applicants who are enrolling in the US military across all branches of service (Air Force, Army etc.). The software application accounts for aptitude screening, medical screenings and the oath of enlistment. Through research, shadowing and continuous testing we were able to design a system that simplified workflows, humanized the applicant and increased security.
The Challenge
Our challenge was to redesign a complex legacy application and to make it Cloud based. The application processes hundreds to thousands of applicants daily in MEPS locations that operate slightly differently.
Other unsuccessful attempts were made to overhaul the platform and users were skeptical. The system was so outdated and lacked critical features. People were creating clunky work-arounds to get their job done and supplementing the application with PDF documents, emails and paper. We were challenged with discovering what was critical for their workflow and what was an outcome of application limitations.
The Process
Continuous Research & Requirements
By creating a culture of co-creation and collaboration with the MEPS staff, we were able to get user buy-in. This helped us get more meaningful insights throughout the process. The initial discovery phase uncovered the key insights and opportunities. Further research was necessary on the feature level. I was the lead designer in capturing the detailed requirements throughout the agile process.
Prototypes & Testing
Based on our research and insights, we started sketching and creating quick prototypes. We tested our ideas in front of the multiple user types and in the different MEPS environments. We validated that our recommendations would serve users that process several thousand applicants a day vs. a few hundred based on their location.
Design
The information housed in the application included detailed medical history, test scores and biometrics. We ensured that all data was secure and that only pertinent information was displayed.
I led the effort in crafting user flows, feature designs and a design system.
User Testing
I executed a test plan that captured feedback and informed future feature work. We uncovered areas to improve service design and implemented our findings into the application. We timed critical tasks to have a benchmark as we improved upon features in the future.
The Outcome
MIRS 1.1 is now used across the US to process applicants. We’ve drastically improved the workflow for MEPCOM staff and the experience for an applicant enlisting is now faster and more efficient. The new system is modern, usable and can scale. Applicant data is more secure and only their relevant information is displayed to users who need to see it.