CVS Health: A Jobs To Be Done Project

The Check Drug Cost & Coverage (CDC) experience plays a critical role in helping Caremark members make informed decisions about their medications. To improve this experience, we sought to understand the “Jobs to be Done”—why members visit the CDC, their motivations, goals, and frustrations—and ensure that any enhancements directly addressed their needs.

This project focused on:

• Validating whether recent enhancements effectively solved existing pain points for users.

• Gathering actionable feedback to refine and shape the design of future improvements.

• Identifying opportunities to help Caremark members find potential cost savings on their prescriptions.

By leveraging user research, we aimed to create a roadmap for redesigning an experience that empowers members to navigate their prescription costs with confidence.

Role UX Researcher & Designer

Timeframe 6 weeks

Deliverable

• Powerpoint presentation of research & insights gained from user interviews & synthesis

Tools Figma, Powerpoint

Notes I led this project with support from a UI designer and a content designer, who were assigned to collaborate on the redesign of the Check Drug Cost & Coverage experience. I took full ownership of the end-to-end research process—from the research plan, crafting interview questions to conducting user interviews and synthesizing feedback through affinity diagramming to uncover key insights. Additionally, I created the PowerPoint presentation to communicate findings and recommendations.