Case study
Group Scheduling of COVID-19 Vaccine
Expand the existing individual appointment scheduler to allow customers to book vaccine appointments for multiple people at once.
Skills highlighted: User Experience Design (UX/UI) | Iterated on COVID-19 scheduler to allow for scheduling up to 4 people (Sketch and Figma) | Wrote test scripts and tailored designs based on research findings
Challenge:
As the initial designs for the individual COVID-19 vaccine appointment scheduler neared completion, we turned our attention to supporting scheduling for more than one person. The challenge was to ensure that the person scheduling could easily provide required information for each group member without adding complexity or creating confusion.
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The original group scheduling experience from 2020 evolved into a more seamless and innovative solution with the development of an integrated scheduler—expanding to include COVID-19 within the full vaccination scheduler—and ultimately culminating in the next-generation vaccination scheduler launched in the CVS Health app in 2024.
My Role:
User experience designer responsible for:
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Enhanced user journey maps to account for scheduling up to 4 people.
Designed wireframes for initial user research and refined them based on user feedback.
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Collaborated with visual and accessibility designers, along with content writers, to capture the unique nuances of the group appointment scenario and refine the wireframes accordingly.
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Held multiple sessions with product owners and clinical stakeholders to review wireframes, ensuring compliance with federal government mandates in the group scheduling flow and securing all necessary stakeholder approvals.
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Promoted to Design Lead after the initial launch to lead the effort of integrating the COVID-19 vaccine into the full vaccine scheduler, and later into the next-generation scheduler, which expanded to include not just CVS/pharmacy locations but also MinuteClinic sites.
First group scheduling experience
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Allowed users to schedule for up to 4 people
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The initial flow was lengthy, but research revealed that users understood the necessity of providing detailed information, given the newness of the vaccine and the need for thorough education.
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​"I was so happy to find that I could schedule my husband and myself at the same time as a group. Before it was such a hassle to do it separately." (Source: UX research readout)
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Next-generation group scheduling
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We significantly streamlined the group scheduling experience.
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Over time, we eliminated the requirement to capture insurance information and consolidated multiple pages into just one or two, making the process simpler and more efficient.
