CVS Specialty First Fill to Manage My Therapy User Journey

UX/UI

 

Role

UX/UI Designer

Duration

6 mo

After Doing UX research for cvs on how wearables could help log health information for users with chronic conditions…

I began working on the dashboard that could support the information coming from a wearbale as well as other current and future tools. Though the wearables component was out of scope, I could design the foundation of where it would live. The solution became combining CVS’s First Fill experience with the Manage My Therapy experience of which, I was also helping design. Solidifying the user journey to this dashboard is the backbone for more health components CVS Specialty could offer users with chronic conditions.

 

Problem

Create an intuitive dashboard that changes depending how far a user is into their therapy journey.

I set up a design sprint based on the feedback I got from testing scenarios of different personas using wearables to track their chronic conditions. I asked Engineers, Project Managers, Copy Writes and other Designers to participate. We were able to combine the feedback into 6 different categories. Those categories then directly influenced the product goal statement. The product goal matured into a high level dashboard that becomes more robust at each stage of the Manage My Therapy experience. When a user enters the experience it’s considered a First Fill with truncated information about prescriptions until they are ready to be filled and expires after 30 days. The problem was how we change this experience when First Fill expires. We needed to usher the user in to a Start My Therapy experience which would expire 60 days after that. Until finally, the dashboard changes once more to accommodate even more resources and tools. We had to keep in mind the legal obstacles as well as accessibility design which includes amounts of clicks for users who may have Rheumatoid Arthritis.

 

Solution

Create the same experience with more added at each step of their therapy.

After the first 30 days expire of First Fill, we ask the user to authorize their information and sign up for more resources. When their information is logged, their original prescription information from First Fill is available. As well as, access to full medication information, resources about their condition, and ability to learn more about logging their symptoms and how they feel with Symptom Tracker. The Start My Therapy dashboard expires after 60 days. This last dashboard is called Manage my Therapy which does not expired. The patient now has access to full medication information, resources about their condition, medication, and FAQs, as well as logging their symptoms and how they feel with Symptom Tracker. High level and out of scope was finding a way to bring the user’s logged information to their health care provider if necessary.

 

Process

1.

Creating the flow in low-fidelity wireframes to show the legal team as to best approach how the prior authorization experience will change. Then based on those stipulations, flesh out the design.

2.

Creating high fidelity wireframes and create a prototype to present to stakeholders and legal team. This prototype shows how information is retained and not lost after the First Fill expires experience, but saved on a dashboard with more health tracking components. All of which are available after user authorizes themselves by signing in.

3.

Testing wireframes with CVS specialty users that have chronic conditions to verify the flow captured their needs based on the original research that started this project. As well as being intuitive and accessible.

4.

Collect test result from user test into a document that is available to the team. Annotate wireframes and function of components for the development team.

 

Outcome

Users have a tool that updates with their chronic condition therapy journey.

Now there is a dashboard to add new health components and tools to ease the burden of having a chronic condition. You can view the prototype for First Fill status from prior authorization to authorization here. You can view the prototype for expanding and collapsing medication information on the Start My Therapy experience here. You can view the prototype for how to use the Helpful Resources component on Manage My Therapy here.