Designing for Impact:
Enhancing User-Centric Tools in Pharmacy Management
What is it: Collaborating with the Prescription Benefit Management team, I focused on enhancing several key pages aimed at assisting members with pharmacy-related tasks. These tasks included pricing medications, switching to alternative options, checking coverage information for specific drugs, and achieving other user-centric goals.
Timeline: June 5 2023 - current
My role
I was responsible for enhancing the user experience across multiple pages while collaborating closely with the product, content, developer and research teams:
Drug pricing tool
I enhanced the Drug Pricing Tool page to help members make informed decisions about medication costs. Collaborating with cross-functional teams, I gathered qualitative and quantitative data to drive design improvements grounded in user needs. By adhering to human-centered design principles, I streamlined the interface for better accessibility and clarity, empowering members to compare prices and explore alternative options effectively.
Formulary Activation
On the Formulary Activation Page, I enhanced how members were informed about medication changes due to plan updates. Previously, it only indicated coverage status, but I personalized the design to address specific coverage issues related to prescribed medications. By adding clear next steps and alternative drug options—both covered and more affordable—I empowered members to proactively manage their healthcare ahead of the upcoming plan year’s effective date.
Leveraging and Enhancing a Design System for Greater Reusability
During my work on PBM projects, I honed my skills in Figma to develop new components for the Nucleus design system. I collaborated with the PBM team to create a customizable drug search experience, enabling members to easily find and select their medications for pricing. This search feature was designed for reusability, allowing it to be integrated across various site locations. Additionally, I engaged in discovery work to iterate on the medication list page, enhancing its reusability for members to save and manage their current medications.
Potential Savings
I contributed to designing the Potential Savings Page to help members compare their current medications with alternatives and explore savings from switching to mail order. A key challenge was clearly communicating the cost benefits of a 3-month supply versus a 1-month supply. We enhanced the content to highlight the time-saving advantages of mail order. The page also included a checkout experience, allowing members to view savings by comparing 30-day retail costs to 90-day mail order prices and initiate prescription transfers to CenterWell Pharmacy.
Onboarding: Medication list
I collaborated with the Humana web team on discovery work to enhance the onboarding experience, specifically focusing on pharmacy tasks. Drawing from PBM research and on-site workshops, we developed features that enable members to add medications, explore alternative drug options, assess potential savings, check drug coverage status, and understand next steps for required requests or non-covered drugs, among others - all in one experience, Medication list. Our strategy to merge tasks from other pages was informed by research and member feedback, with the added benefit of creating a reusable medication list experience that includes customization options for various pages.
Design strategy
I facilitated collaboration between CenterWell Pharmacy and Humana. The page was owned by CenterWell but incorporated Humana's design elements on their site. Key challenges included aligning stakeholder goals and ensuring our efforts met both teams' priorities. Toward the end of my time on PBM, I joined high-level discussions to coordinate our "north star," deadlines, and project priorities. As I continue learning design strategy at the business level, I am eager to grow in this area.
Revamping the Drug Pricing tool
Enabling Members to Compare Costs Across Multiple Pharmacies with Enhanced Features
The Problem
What should we know about the services you provide? Better descriptions result in more sales.
Understanding member pain points
Methodologies: To enhance the drug pricing tool, we leveraged member Voice of Customer feedback, relevant metrics and insights from previous studies, a comprehensive UX page analysis, and a competitive analysis of industry-leading health companies' drug tool experiences to identify the primary pain points that members were experiencing.
pain point
pain point
pain point
Examples of feedback…
pain point
Problem
Problem
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“You feel helpless. You have to take your medicine, no matter what the cost is. What can I do about it? I just figure out how to pay for it."
Key Personas
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Monet Goode
FOUNDER
It all begins with an idea. Maybe you want to launch a business. Maybe you want to turn a hobby into something more.
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Emmett Marsh
DESIGN DIRECTOR
It all begins with an idea. Maybe you want to launch a business. Maybe you want to turn a hobby into something more.
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Eleanor Parks
SUSTAINABILITY DIRECTOR
It all begins with an idea. Maybe you want to launch a business. Maybe you want to turn a hobby into something more.
Ideation
final product preview
Original design examples
iterations and testing
testing results and quotes
examples of additional pages managed
challenges and growth