CVS myPBM
"How might we increase transparency while driving efficiency and providing value to clients?"
Backstory
myPBM was a suite of incohesive, internal apps used for different parts of the client onboarding process by multiple CVS departments.
However, clients wanted more visibility into the onboarding process and the business wanted to create a self-service platform to drive efficiency and provide a better client-experience.
Discovery
3 Day Executive Planning Meeting
Our team met with Executive Stakeholders in person to align on goals and feature priority.
The above image is the product of the 3-day conversation. It is a grid showing which features and functionalities from which of the existing myPBM apps would be included in our MVP.
Gaining Empathy
Our stakeholders were our sources of truth about our users' problems and needs. We held multiple discovery sessions to gain context and empathy for our users.
What We Learned
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Clients' action items were at the front part of the process, and there was a long time before the go-live date where the client just waited
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The client did not want to get into the weeds with the minutia of their service and the pbm process
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They wanted to avoid redundant meetings and conversations
Our Approach
After much discovery, we had enough empathy to establish design principles to guide our design direction. Also, once all of the stakeholders came to consensus, we documented the features that we needed to include in our MVP.
Design Principles
Know our Clients
The previous onboarding process was laden with redundant questions we should already have answers to
Experience First
Our competitors had modern apps with simple, guided workflows that our process didn’t compare well with
Necessary Info
Remove the parts of the onboarding process that are jargon-heavy and should be internal-facing only
MVP Features
Onboarding Checklist
A list that shows which steps of the onboarding process are complete and which are remaining
Plan Approval
The ability for clients to review and approve benefits plans, drug selections, and eligibility requirements
Document Center
A single repository where clients can view all of the documentation related to their PBM services
Metrics Dashboard
A dataviz dashboard showcasing a plan overview with metrics surrrounding prescription claims and support call data
My Design Contributions
I contributed input on all screens but my main contributions were designing the site navigation and the home screen.
What's Next
Sadly, business factors have halted work on the myPBM application. If work resumes, the focus should be usability testing and feedback from client users. In review, I feel confident we came up with a great proof of concept.
