CVSHealth

Overview

Within my near 3 years at CVS, I have had the pleasure to work on some awesome projects with some awesome people. Two projects come to mind when I think of impact, reach and pure honor to have worked on. These two projects have to do with COVID-19 called CVScare.com & a multi-dose prescription program called SimpleDose. These two experiences have seen over 6M+ visitors and might even have served you or someone you know. I have also helped create and nurture a culture of innovation within my team of 5 that a year or so later turned into a team of 50+.

Problem/Challenge 

In regards to the multi-dose prescription project, my task was to help retain users and minimize friction & possible frustration. With the COVID-19 project, I was tasked to research, identify and test our way through a few hypothesis that the team had based on prior research, trends and overall company mission. The CVScare project has been a design lead project that has explored & innovated in a few different fronts such as helping the chief health officer of the home find care but has recently focused attention in serving the population with COVID-19 matters at lighting seeds.

Approach 

My approach to both projects has been one of empathy, data, collaboration & bias for action through prototyping & testing. Influencing & helping the team focus on our users has been incredibly helpful. Building great products is done by multiple people on multiple fronts, so having the team focus on the user needs & having empathy for them has made my job of UX easier. By not only designing flows, journey map & screens but by investing in our team have I been able to see huge progress. By focusing on creating & nurturing our culture of innovation, it has allowed us to be in a star-up like environment that allows us creative freedom to explore, share ideas freely and encourages new angles to look at problems.

Design Thinking Process

We have completed many design thinking remote and in person workshop through out the time but was has helped just as much has been micro sessions of design sprints. Jam sessions, as we like to call them allows any one to jump on a remote collaborative session..share a problem they have and the team begins to reframe the problem, learn, ideate, design & even prototype on the spot for later testing. Great ideas have come from these small, but often sessions by folks such as our scrum master. We have also done contextual inquiries at customer support centers, listening in on phone calls & interviewing pharmacist & techs who would serve our Simple Dose customers.

Test and prototype…often

A bias for observing users, understanding data, developing a point of view, ideating and testing with different levels of fidelity with prototypes is something our team found helpful and sees the value in. It also encourages others to share in their ideas knowing that we are also learning and testing out hypotheses. The teams success & growing is shared and not individually owned.

Want to learn more?

I can’t share too much details online, but I’d love to chat remotely and share more detailed stories. Please reach out via linked in or via email. Have an awesome day!