Empowering collegues to give the best patient care
W12 Studios
Associate Design Director
Context
CVS is the largest pharmacy in the US,with approximately 9600 stores and 94M plan members. Their current pharmacy system accounts for over 25% of CVS Health's revenue and was built 20+ years ago, resulting in an outdated and fragmented experience with an ever-increasing amount of technical debt.

Role
As Associate Design Director, I led two collaborative design units concurrently, each focusing on different epics. The core design team included a dedicated creative technologist and motion resource. This was supported with an Executive Design Director. In-person workshops were conducted regularly in Rhode Island. Three hero journeys, addressing business, colleague, and customer goals, were designed and presented as videos. These were supported by REACT prototypes and underwent thorough validation with business leaders.

Approach
The strategy we focused around was 'easier not just quicker'. The current system was fast to use by Pharmacaists with 4+ years experience in it. With the business rightfully focused on speed, they has lost sight of a system that took considerable time and resources to learn. In creating an easy to learn, and fast to master system we were able to meet both business and employee needs. Despite the initial product falling short of modern user expectations,there were more sophisitacted consumer facing design tools. A goal of 'one CVS' allowed us to 'theme' the exisiting libraries and build on the collegaue facing CVS brand - building trust with employees and building efficiencies for business. Prioritizing safety, we implemented a system to highlight mis-matched information during validation, aiding quick discovery and action. AI assistance enhanced error detection, reduced manual tasks, and digitized manual pick-and-pack tasks during mobile hand-off. Throughout the workflow, emphasis on patient needs remained paramount. From prescription management to patient calls, colleagues were empowered to anticipate and advocate for better care at everystep of a prescription.

Outcome





Context
CVS is the largest pharmacy in the US,with approximately 9600 stores and 94M plan members. Their current pharmacy system accounts for over 25% of CVS Health's revenue and was built 20+ years ago, resulting in an outdated and fragmented experience with an ever-increasing amount of technical debt.

Role
As Associate Design Director, I led two collaborative design units concurrently, each focusing on different epics. The core design team included a dedicated creative technologist and motion resource. This was supported with an Executive Design Director. In-person workshops were conducted regularly in Rhode Island. Three hero journeys, addressing business, colleague, and customer goals, were designed and presented as videos. These were supported by REACT prototypes and underwent thorough validation with business leaders.

Approach
The strategy we focused around was 'easier not just quicker'. The current system was fast to use by Pharmacaists with 4+ years experience in it. With the business rightfully focused on speed, they has lost sight of a system that took considerable time and resources to learn. In creating an easy to learn, and fast to master system we were able to meet both business and employee needs. Despite the initial product falling short of modern user expectations,there were more sophisitacted consumer facing design tools. A goal of 'one CVS' allowed us to 'theme' the exisiting libraries and build on the collegaue facing CVS brand - building trust with employees and building efficiencies for business. Prioritizing safety, we implemented a system to highlight mis-matched information during validation, aiding quick discovery and action. AI assistance enhanced error detection, reduced manual tasks, and digitized manual pick-and-pack tasks during mobile hand-off. Throughout the workflow, emphasis on patient needs remained paramount. From prescription management to patient calls, colleagues were empowered to anticipate and advocate for better care at everystep of a prescription.

Results
200+
pain-points & opportunities defined
100%
client satisfaction rating
Outcome





Please note work on this site is private, confidential
and should not be shared. Thank you.
Please note work on this site is private, confidential and should not be shared.
Thank you.
Results
200+
paint-points & opportunities defined
100%
client satisfaction rating
Empowering collegues to give the best patient care
W12 Studios
Associate Design Director