Redesigning CVS Prescription Experiences
Improving clarity, accessibility, and trust in healthcare interactions
Team
Kevin Park, UX Designer
Duration
6 months
Overview
CVS Caremark helps millions of members manage prescriptions, but research with 42 participants and 20 in-depth interviews revealed that users struggled to understand prescription status, insurance information, and required next steps. Through an evidence-based UX redesign, this project transformed complex healthcare interactions into a clearer, more accessible, and trustworthy experience.
Stakeholder
Research revealed that members struggled to understand prescription status, insurance information, and required next steps. Dense interfaces, inconsistent information hierarchy, and unclear actions increased cognitive load, reduced confidence, and created friction throughout the healthcare journey.
Problem
⚡️ Users frequently experienced cognitive overload caused by dense interfaces, inconsistent prescription messaging, and unclear system feedback. Many participants re-read information, called the pharmacy for confirmation, or visited stores because they lacked confidence in what the app was communicating. These findings highlighted the need to improve clarity, transparency, and guidance throughout the prescription journey.
Insight that got this project started
72% of users hesitated before taking action due to unclear prescription information
Users open the CVS app to manage their health… but instead of feeling in control, they feel unsure, confused, and hesitant.
Participants identified prescription statuses, chose the next action, and completed key tasks while I measured clarity, confidence, decision time, and error rates.
The redesigned experience performed significantly better. Users understood statuses faster, made quicker decisions, and felt more confident. Color-coded statuses and clearer action guidance made the interface easier to scan and less stressful to use.
But that was not all !
From my test I observed users felt disoriented when clicking the card as it unexpectedly navigated away, breaking their flow and adding unnecessary complexity
Result 1- Precription card clarity
Result 2- Add or manage people
Result 3- Add or manage people
Result 4- Banner information card clarity
Reflections
Key Takeaways
This redesign eliminated friction during the most critical moments of the prescription journey by improving information hierarchy, simplifying complex healthcare content, and providing actionable guidance.
Across 42 participants and multiple rounds of usability testing, the redesigned experience achieved higher task success, faster completion times, fewer user errors, and greater confidence, helping members understand and manage their prescriptions more effectively
Presented to judges at the NYC Summer Show 2026, this project sparked discussions around improving medication management, reducing cognitive load in healthcare workflows, and designing clearer, more trustworthy patient experiences.
