Carmark.com, and Mobile App: Check Drug Cost

Situation

At CVS Health, the “Check Drug Cost” feature on the Caremark.com platform was facing usability issues. Users frequently struggled to navigate the feature to its completion, resulting in a high volume of call center inquiries for drug pricing. The challenge was to redesign the app from the ground up to enhance user experience and reduce unnecessary support calls.

Task

My primary goal was to streamline the user interface to ensure that customers could easily find and select the correct drug, dosage, and duration. The task involved improving clarity in search results and integrating user-friendly elements to present drug costs effectively, including alternative medication options and third-party discounts.

ACTION

To address the usability issues and reduce call center inquiries, I undertook a comprehensive redesign of the “Check Drug Cost” feature. This involved a detailed approach focusing on user testing, search functionality enhancement, and result presentation improvements.

  • User Testing and Research: Conducted thorough user testing sessions and analyzed user interaction data to pinpoint specific usability barriers within the existing system. This included heatmaps to track user behavior and surveys to gather qualitative feedback​​.
  • Search Functionality: Redesigned the search interface to improve clarity and reduce input errors by separating fields for drug name, strength, and duration. Implemented predictive search suggestions and real-time validation to ensure users entered complete and accurate information​​.
  • Result Presentation: Adjusted the sorting algorithm to prioritize the cheapest options first, predominantly featuring generic drugs. Included detailed price comparisons from various pharmacies, ensuring users had a comprehensive view of their options. All designs were reviewed to comply with legal requirements, avoiding any emphasis on CVS stores​​.

Result

The redefined “Check Drug Cost” feature significantly enhanced user satisfaction and operational efficiency, resulting in a notable 6.82% decrease in call center inquiries. The success of this feature on Caremark.com led to its implementation on CVS.com, broadening its impact and reinforcing CVS Health’s commitment to customer-centric digital solutions.

Carmark.com, CVS.com, and Mobile App: Third-party Drug Discounts

Situation

At CVS Health, I observed a significant challenge faced by users of Caremark.com regarding the high costs of medications not covered by insurance, which often led to financial distress and confusion. Users frequently struggled to find affordable alternatives and navigate the complex pricing structures, resulting in a frustrating and often overwhelming experience when managing their prescriptions.

Task

My primary goal was to streamline the user interface to ensure that customers could easily find and select the correct drug, dosage, and duration. The task involved improving clarity in search results and integrating user-friendly elements to present drug costs effectively, including alternative medication options and third-party discounts.

ACTION

I personally conducted research into user experiences and discovered the potential for integrating third-party drug discounts. I proposed this solution to address the issues directly and led the design and implementation of the feature, ensuring it aligned seamlessly with existing platform interfaces and business objectives. Key actions included:

  • Conducting extensive user experience research to understand user challenges and identify opportunities for integrating third-party drug discounts.
  • Designing a streamlined user interface that improved search result clarity and allowed users to easily find and select the correct drug, dosage, and duration.
  • Integrating user-friendly elements to present drug costs effectively, including alternative medication options and third-party discounts.
  • Leading the design and implementation of the feature to ensure seamless integration with existing platform interfaces and alignment with business objectives.

Result

The third-party drug discounts feature was initially launched on Caremark.com, where it proved highly successful in providing users with significant cost-saving opportunities. Due to its success, the feature was later implemented on CVS.com, extending the benefits and demonstrating CVS Health’s commitment to reducing the financial burden of medication costs for more users.

Concepts, Wireframes