The brief
Prescription benefit company CVS Caremark came to Designkitchen with a desire to create a member experience online that reflected its position in the marketplace as a human, caring provider of medication coverage and mail-order prescription services.
I used InDesign to annotate the wireframes with interaction design details and flows of the experience, which included management of the user’s member benefit account, information about the benefits included in their plan, and a mail order prescription drug request form.
Design research
As head researcher and UX designer on the project, I conducted interviews in the homes of participants who had multiple maintenance medication prescriptions. Through the interviews we uncovered unmet needs that would have to be accounted for in the redesign of the member experience.
Participants like “Jose” helped us understand the reluctance many people with maintenance medication prescriptions for chronic conditions have to switching from picking up their medications at a local pharmacy to using the prescription benefit mail order service.
Experience model
As we synthesized our participant research and secondary literature review, I developed a process model to help the team document and remember the challenges that can come up for users during each phase of their experience with the prescription benefit membership.
