Transforming CVS Vaccine Scheduling
Transforming CVS Vaccine Scheduling
Transforming CVS Vaccine Scheduling
@CVS Health
@CVS Health
RoleSenior UX Designer (Design Squad)
ToolsFigma, Miro
TimelineNov, 2023 - Feb, 2024
Core Design Team
Design Squad Design Strategy Team
Inclusive Design Team
Content Design Team
Community Design System Team
CompanyCVS Health
My involvement - At the vision discovery phases, led the strategic prototyping and UX directions for the end-to-end vaccine scheduling vision, an experience handling ~20M visits per year, using CVS design guidelines and components to align on native patterns. - Identified reusable and scalable design patterns and compiled a preliminary list of components and functionalities needed for unified scheduling in preparation for tech sizing. - Partnered with lead product directors and key SMEs and provided guidance on actions, experiences, and policies that will light the product roadmap to enable ownership and execution. Achieved 65% faster to define delivery phase of work.
Result
6% (YoY)
7% increase in appointments for 2+ vaccines
20% increase in signed in appointment
65%
"System is easy to use. I especially appreciated that I could book my husband's and my vaccines at the same time. Very convenient!" - CVS Customer
What does Design Squad do?
Ideate, prototype, test, and refine product concepts to understand customer interest, gain internal alignment and secure funding. Support socialization of new product visions to excite, inspire, and align stakeholders. Provide guidance on actions, experiences, and policies that will draw line from our desired future to the present.
Support transition to trains with foundational designs and research that light the path to enable ownership and execution. Identify the skills needed to deliver the long-term experience strategy.
Business is still working on budgeting, which will influence what product strategy focuses on.
Product is still working through functional requirements for Minimum Lovable Product which influence how the experience takes shape.
App has emerged as a key focus area for CVS’s digital strategy moving forward with the development of the super app. CVS Health wants to create a “super app” connecting multiple omnichannel modalities of the healthcare experience, including benefits, delivery and retail channels.
Vertically integrated daily use health apps, with no calls, no lines, no stress, and no guess digital concierge
Providing an integrated user experience across CVS Health capabilities with ‘Brilliant Basics’
Designed by the needs of our customers, not our organization structure
Offering premium experiences and daily engagement drivers
Job-To-Be-Done
Turning JTBD into a customer-facing value proposition keeps solutions focused on meeting customer needs, providing a guiding star for developing new experiences that deliver on the value proposition's promise.
#1 Schedule multiple appointments for my family concurrently
#2 Get your symptoms treated quickly
#3 Schedule an appointment that fits my time even I am in travel
#1 Make scheduling as easy as possible by doing the work for patients
#2.1 Discovering the most convenient store for in-person care
#2.2 Offering the right insights, empathy, products, and services that help keep people feeling their best
#3 Finding an appointment time that works best for schedule and flexibility to modify
Imagine an New Customer Experience
Imagine new ways to solve the customer's problem that are not constrained by existing products, services or business models. Any new customer experience must fulfill the value proposition and solve the customer's JTBD.
Displaying the recently visited clinic and first available appointment simplifies the scheduling experience.
Scheduling multiple people at once is valuable and desired.
Recommend the best care tailed to me, but also have the awareness of all available services.
Inform me of any blockers ahead, such as appointment delay, cancelation or restriction.
- Make all potential options easily discoverable (last visited or near me)
- Appointment outside of regular business hours easy to reschedule or cancel
- Provide transparency around wait times and when more options become available
- Require minimally necessary info for a patient to find and secure the care they need
- Don't make patient repeat themselves (use the info they take the time to share)
- Use patient info to make relevant and individualized recommendations that can help them keep up with their health
Storyboarding
Articulate the high-level elements of the final customer experience in a way that can be shared. Include how the customer enters the experience, what happens during the experience, and what happens at the conclusion of the experience.
Concept
Used to help teams align around a concept and communicate it to others. This is not a final statement, but a way to begin to form the details of the concept to refer to in the Deploy phase.
Release Plan
A roadmap translates vision into action by outlining key milestones, priorities, and timelines, ensuring a clear path from strategy to execution.
