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
Pharmacy Care onboarded its first client this year and is evolving quickly based on member feedback and client needs. Updated data from our PBM partner, Prescryptive, continues to shift what information is available—creating ongoing design and technical constraints that the team must adapt to.
Frequent data updates from Prescryptive require continuous design adjustments to align with what can be surfaced to members.
Client-specific requirements add complexity and require tight coordination across internal teams and external partners.
My role:
Conducted user research to identify pain points and prioritize high-impact improvements.
Collaborated with PM, PMM, and cross-functional partners to scope feasible solutions within data and technical constraints.
Shaped the end-to-end member experience while delivering fast, pragmatic design solutions for client requests.
Challenge:
Get started
Usability testing on 5 key user flows
Conducted moderated user interviews across five key flows to uncover usability issues and understand real member behaviors, decision points, and points of confusion.
Identified core pain points in the current MVP experience
Partnered with PM, Growth PM, and PMM to refine the interception journey and redesign it into a more intuitive, streamlined experience
“How would this app receive prescriptions from my doctor and how would it interact with my existing pharmacies?”
— quote from a user
Next
Persona definition & Roadmap alignment
Partnered with PM to analyze insurance and claims data and define four target user personas.
Iterated high-level design concepts informed by usability findings.
Collaborated with PM and Solutions to shape roadmap priorities alongside client requests.
Main features we decided to ship for this phase 2
Main iteration
Saving opportunities from claims →
Enhanced medication savings opportunities to surface clearer cost benefits.
Generic& brand, alternative medications
New designs
Quick tour for 1st time users
“Send Rx“ education piece
How to deliver a clear message to members
Other designs
Semi-autheticated pharmacy swap flow
Increase members activation rate
CSAT & Open enrollment site clients
Feature highlights:
Saving opportunities from claims
Goal:
Offer members lower-cost pharmacy savings for drugs they’re actively taking
Process:
Explored ideal-state solutions: Created wireframes for a redesigned pricing card to better surface savings opportunities.
Scoped a feasible path forward: Partnered with PM to narrow the solution to a lighter-lift version based on engineering capacity and timeline.
Ensured end-to-end consistency: Designed supporting UI elements to reflect the new savings feature cohesively across the full flow.
Feature highlights:
Drug search flow part 1: generic & brand
Goal:
Seamlessly auto-switch between brand and generic drugs during search to improve clarity and surface savings opportunities for members
What I did:
Designed UI across multiple scenarios to determine when and how to surface brand/generic switch information without creating confusion.
Conducted user research to understand member reactions to auto-switching behaviors and validate whether the approach improved clarity and trust.
Collaborated with PM, Engineering, and the PBM team to confirm data accuracy and ensure reliable 1:1 drug mapping between brand and generic medications.
Feature highlights:
Drug search flow part 2: alternatives
Goal:
Introduce members to lower-cost alternative medications in a way that improves savings and fits naturally into the search experience
What I did:
Mapped key scenarios and assumptions to understand when members might consider lower-cost alternatives and how these decisions influence their search behavior.
Conducted user testing to validate member understanding, expectations, and reactions to alternative medication options.
Defined display logic across four drug types—alternative, generic, brand, and biosimilar—and designed UI patterns that clearly differentiate each category within the search flow.
Feature highlights:
Intro tour
Goal:
Help first-time visitors quickly understand the value of Transcarent Pharmacy and what the service offers
Process:
Partnered with Marketing to define the right language and value propositions as part of the activation campaign.
Designed a concise, easy-to-scan intro tour that communicates the core story with minimal reading and high clarity.