CVS Health
At CVS I worked in an agile scrum team to improve CVS Health scheduling and booking platforms. Worked closely with UI designers, research, business stakeholders and developers. Below are 2 of the key projects I worked on during my time at CVS:
COVID Screener
Multi-Service Scheduling
COVID Screener
CVS needed to include a COVID screener in all scheduling flows to keep in-store staff safe. Along with the UX research team, I analyzed where in the flow this screener should be placed. We conducted testing in different locations and settled on where in the flow this should be presented to limit drop-off while preventing unnecessary COVID exposure in stores.
Dynamic Questionnaire
We landed on the idea of using a dynamic questionnaire, updating based on each answer. This prevents users from feeling overwhelmed by the potential number of questions we needed to present in some scenarios. Screener flow map communicated all scenarios where customers are denied ability to schedule based on COVID exposure or symptoms.
Mobile Designs
All screens were responsive and designed to seemlessly work to desktop or mobile.
Multi-Service Scheduling
User flows
Brainstorming where in the current state flow a customer might want to add a service to their existing appointment.
User Testing
“Add Vaccine” button on the About Your Visit page worked well, but the product team was not in agreement about when/where this page should be surfaced. Realizing this page will be bypassed on some flows, we moved the option to add a vaccine to the confirmation page.
Solution
Designs to support CVS Health initiative of encouraging customers to schedule a COVID vaccine or Flu shot on top of another service. This new feature reduces wait time and inaccuracies in scheduling when customers were booking 2 appointments for services that could be completed together. This feature also helps in eliminating a major reason users needed to call a store to edit a scheduled appointment.