Transfer Process

Speed to market

The key challenge in this project was the aggressive timeline. With a major pharmacy leaving the Caremark network, I needed to quickly provide users with a seamless prescription transfer solution. With an early September deadline for design handoff to engineering and a November 4 release date, we had less than three months to deliver a fully functional product—leaving me less than 6 weeks to complete the design.

Role UX/UI Designer

Timeframe 6 weeks, 3 sprints

Platform Responsive web, mobile web

Deliverables

  • High-fidelity, annotated screens of the transfer process, ready for developer handoff

  • Prototype

Tools Figma, Miro

Notes This project was part of my role as an Experience Designer at CVS Health.

Background

A major pharmacy was leaving the network of a private label client managed by Caremark, a prescription benefit manager that operates as a division of CVS Health, with an exit date of November 4.

The Problem

With design handoff to engineering due in early September, a November 4 release date, and it being the beginning of August, I had less than six weeks to design a smooth, user-friendly transfer experience that offered members options in any in-network pharmacy. The lack of clear product requirements added to the project’s ambiguity, there was minimal time for discovery and research. As a result, the focus quickly shifted to designing the solution.

My Approach

Use of Existing Resources

I was instructed to be as efficient as possible, so that’s exactly what I did. I identified opportunities for reuse across the CVS platform wherever possible, leveraging existing flows and components finding what could to be repurposed. With rough wireframes of four screens as a guide from the product lead, along with an existing CVS transfer process to reference, I honed in on enhancing the user experience without reinventing the wheel.

Establishing Alignment Amid Undefined Requirements

Because there were undefined requirements and unclear processes, my first goal was to align with the product team as quickly as possible. I achieved this by creating rough sketches right away and scheduling daily meetings with the product team to refine and clarify requirements together. The team with tangible visuals, could now better assess what features were essential for the MVP, and which were for future enhancements.

Rough wireframes allowing team to visualize. 

Results

A seamless, speedy prescription transfer solution

Dev Hand Off

In addition to verbal collaboration and daily stand up with the engineers, I provided detailed annotations for development that were reviewed with accessibility and legal before final hand off.

Reflections

Looking back, I realize I was actually addressing two key challenges. The first was delivering a solution quickly with unclear requirements, and the second was minimizing disruption to the user, ensuring that CVS/Caremark helped them solve a problem before it happened.

I implemented a user-centered solution that addressed concerns before they surfaced as user problems. This approach not only aligned with business goals but enhanced the overall user experience resulting in a solution with measurable impact for both the business and its customers.