Case study
CVS Health Super App
Design and launch a comprehensive 0-to-1 scheduling feature for CVS Health's super app within six months, aimed at serving 10.4 million Pharmacy patients and 4.9 million MinuteClinic patients.
Skills highlighted: E2E UX Design Lead | Managed design timelines for successful hand-off | Design reviews for Senior Executives & Product Stakeholders 1:1s with Engineering for design walk-throughs | Partnered with UX research for testing | Design QA
Challenge:
Transform the current mWeb vaccine scheduler into a streamlined, best-in-class, WCAG AA-compliant scheduling app for millions of CVS Health customers.
My Role:
Design Lead for the $2B line-of-business product (immunizations scheduling):
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Ensured that core product requirements were maintained throughout the design process.
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Led a team of 9 designers, a content writer, and an accessibility designer to craft the new feature design and reduce entire process from 23 steps to 5.
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Collaborated closely with cross-functional teams—including executive leadership, product owners, engineering, and design operations—to align on the project direction and goals.
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Facilitated design reviews with Senior Executives, Product owners, Clinical stakeholders and defended design decisions by leveraging research results and UX best practices.
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Performed extensive design QA to ensure design deliverable adherence was met.
Success metrics
​46%
​Combined conversions and completion across all platforms (web, iOS, Android)
Enhanced operational efficiency by achieving a 65% faster vision and a 75% faster delivery for app scheduling processes.
​92% conversation - Review to Appointment Confirmation
Patients were exiting on the Review page, believing their appointment was confirmed, which led to arrivals for appointments that had not actually been booked.
​74% conversation - Sign-in to schedule MinuteClinic core services
Integrating MinuteClinic (MC) vaccinations and core services into the newly designed scheduler resulted in an increase of MC patients authenticating prior to scheduling appointments.
