Pharmacy Care experience
Building Pharmacy Care from 1 to 2
Evolving Pharmacy Care by untangling the complexity of medications, rules, workflows, and client configurations—delivering a clearer, more supportive member experience that scales across clients
Role
Senior Product Designer
Timeline
2024-2025 (12 months)
Team
Product, Clinic, Solutions, Customer Service, Web & Mobile engineers and external partners
Background
Transcarent wanted to create a cohesive cancer care solution that will connect employees and their families with high quality cancer care from leading experts and oncology providers.
Challenges for this phase
We had a mandate to build Cancer Care from the ground up, but with limited resources.
😖 Constraints:
No clinical navigators for oncology
No screening support
Limited external partners: Access Hope & Healthwise
No Transcarent Cancer Care provider network (Center of Excellence)
🥹 On the brighter side:
Other Transcarent’s in-app experience have been established and can be connected to build a supportive cancer care hub
4 Personas on a high level
-
Members who don't have cancer
Needs: cancer prevention
-
Members who are diagnosed with cancer
Needs: getting cancer care
-
Members who are caregivers
Needs: take care of their loved ones who have cancer
-
Members who are cancer survivors
Needs: any post-cancer care needs
“Cancer is scary word. I don’t want to see information about Cancer Care if I don’t have cancer. ”
— Users’ mindset
Problem to solve for this phase:
How do we create a viable, personalized experience with limited resources — and set the foundation to grow later?
MVP business requirements:
Use Transparent ‘s Health Guide as the main point of contact for personalized support
Use our partners’ resources: Access Hope & HealthWise
Design progress - high level mapping:
Collab with Clinical team, Health Guide team, PM to map out what actual solution we need per persona & per high level scenario, listing out jobs & solution, tools and content we need to design
Collaborate with other experience to figure out how to feature existing Transcarent’s experience as the right next step so the experience is cohesive
Main features we decided to ship for MVP
Identify different personas
Central hub to serve different personas
Focuse on persona 1: Health Guide concierge flow
Cancer Care resource library →
Focus on all personas: conclude resources from prevention to recovery
Focuse on person 2: work with external partner AccessHope to review cancer patient’s diagnosis
Feature highlights:
Onboarding flow
Goal:
Capture cancer journey stage/persona upfront to personalize care
Process:
Brainstorm persona questions with Clinical team and PM & scope down to the right questions
Figure out the right next step & available resources per persona
Design UI with different states
Identify what are other experience in the app for us to know members’ persona so we can auto populate their answers
Feature highlights:
Main benefit landing screen for Cancer Care
Goal:
Create a central hub that guides members to the right next step
Process:
Collaborate with PM and Clinical team for the right content & next step based on persona
Design a scalable IA of the page that serves different persona
Feature highlights:
Screening flow - early prevention
Goal:
Encourage early detection by guiding Persona 1 toward preventive screenings
Process:
Designed a light reminder flow based on limited resource we have
Collaborate with Clinical team to identify the basic flow requirement for main cancer screenings
Communicate with Health Guide team to figure out feasibility on their end with scheduling screenings
Feature highlights:
Resource library
Goal:
Create a central hub that guides members to the right next step
Process:
Work with Clinical team and PM to make sure we have the right personalized by persona
Work with Engineers to tackle feasibility on the UI based on API constraints from HealthWise
Designs the filter & navigations pieces for quick scan for members with different needs
Feature highlights:
Getting expert 2nd opinion
Goal:
Give cancer patients quick access to our partner Access Hope’s service to get 2nd opinion on their cancer diagnosis
Process:
Weekly touch base with AccessHope team to figure out the workflow and content for this page
Mapped members journey for getting the expert review
Work with Health Guide team to identify Transcarent’s role & Access Hope’s role through the full cancer support experience
Cancer Care
Phase 1 → 2: Refine & redesign
Background & problem
Cancer Care expanded into a standalone offering with more clients, varied configuration needs, and new clinical capabilities such as Oncology Nurse Navigators and a Cancer COE network. The original MVP couldn’t support this growing complexity.
Key touchpoints were fragmented, making it difficult for members to know where to start, how to get guidance, or how services connected across their journey.
Create a cohesive, scalable end-to-end Cancer Care experience that integrates new clinical and partner services across all client implementations.
My role:
Uncover pain points and usability issues, ensure seamless integration with updated Transcarent services, and design a connected member experience across all critical touchpoints.
Project goal:
Start with heurisitic evaluation
Identified MVP pain points: navigation gaps, overwhelming content, and unclear CTAs.
Explored persona-specific solutions to address these issues, and prioritized them from must-solve to minor.
Aligned with PM & Solution team: scoped and prioritized improvements for V2.
Main features we decided to ship for V2
New designs:
Focuses on clients who purchased cancer cancer only with a more completed questionnaire
A dashboard for cancer patient to follow through their treatment
Introduce Oncology Nurse Navigator & Care Team to members to support them along the way
Redesigns:
A more in-depth hub of support for different personas with clearer navigation
Getting expert 2nd opinion
Optimize to increase member conversion
Other designs:
How Cancer care experience configured by client based on their available health plan
Feature highlights:
New onboarding flow
Goal:
A more depth onboarding questions based on clients configuration & new resources we can offer
What i did:
Refined onboarding strategy: Drove iterative flow updates with PM, Clinical, Solutions, and PMM to reflect evolving capabilities and ensure the onboarding experience captured the right information at the right time.
Ensured ecosystem alignment: Coordinated with Growth PM and product designers to integrate the new onboarding pathway into the broader app ecosystem while maintaining consistent UI patterns and experience standards.
Feature highlights:
Cancer care benefit landing page
Goal:
Redesign the landing page to surface multiple points of solutions tailored to members’ different stages in their cancer journey
What I did:
Led content organization: Partnered with the PM in a card-sorting exercise to determine how existing and new content should map to each persona.
Validated IA with real users: Conducted usability testing with diverse user groups through UserTesting to ensure the updated information architecture aligned with their needs.
Designed responsive UI: Created mobile and web designs for the updated experience, while accounting for client-specific configurations and constraints.
Feature highlights:
Introducing Oncology Nurse Navigator and Care Team
Goal:
Introducing a new clinic support role to members and enable seamless interaction between members and each care team member
What i did:
Mapped care team entry points: Identified where members naturally look for support and how interactions differ across page types.
Evaluated contact options: Assessed multiple communication channels and clarified when and how each should be used.
Validated communication preferences: Led usability testing to determine how members prefer to reach out and incorporated findings into the final interaction model.
Feature highlights:
Cancer care benefit landing page
Goal:
Redesign the landing page to surface multiple points of solutions tailored to members’ different stages in their cancer journey
What I did:
Led content organization: Partnered with the PM in a card-sorting exercise to determine how existing and new content should map to each persona.
Validated IA with real users: Conducted usability testing with diverse user groups through UserTesting to ensure the updated information architecture aligned with their needs.
Designed responsive UI: Created mobile and web designs for the updated experience, while accounting for client-specific configurations and constraints.
Feature highlights:
Cancer patient journey - phase 1
Goal:
Support eligible cancer patients throughout their treatment via Transcarent’s Center of Excellence (COE) network.
What i did:
Mapped cancer patient’s end-to-end journey : Partnered with PM, Clinical, Solutions, PMM, and CSS to align on how members access cancer treatment through Transcarent.
Scoped the MVP experience: Assessed data, workflows, and system capabilities to define landing pages and intake flows for the initial release.
Defined operational & technical needs: Worked with tooling teams to establish required fields, backend connections, and data pathways for CSS.
Feature highlights:
Cancer patient journey - phase 2
Goal:
Have a dashboard design to allow members to track treatment progress and tasks all in the app
What I did:
Ensured scalable design: Partnered with the Surgery team to identify what’s unique to Cancer Care and ensure the dashboard design aligned with—and extended—existing Transcarent experiences.
Aligned backend + UX flows: Worked with PM, Clinical, and CSS to synchronize backend workflows with the member-facing treatment journey.
Designed the end-to-end dashboard: Created wireframes and UI that gave members clear, easy-to-follow visibility into their treatment progress.