Redesigning CVS Prescription Experiences
Improving clarity, accessibility, and trust in healthcare interactions
Team
Kevin Park, UX Designer
Duration
6 months
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
• 35% increase in task success (70% → 95%) • 30% faster task completion • 30% improvement in prescription status clarity (60% → 90%) • 35% reduction in user errors (50% → 85%) •Improved user confidence when identifying next actions
Result 2- Add or manage people
• Task success increased from 75% → 95% • Feature discoverability improved from ~40% → ~90% • Users completed the task 44% faster • User errors decreased by 65% • Confidence increased from 2.5 → 4.3
Result 3- Orders page
• 25 percentage-point increase in task success (70% → 95%) • 30 percentage-point improvement in status clarity (60% → 90%) • 30% faster task completion • 35 percentage-point improvement in error reduction (50% → 85%) • Improved user confidence when identifying order status and next actions
Result 4- Banner information card clarity
• 37 percentage-point increase in prescription visibility (55% → 92%) • 30 percentage-point improvement in task focus (60% → 90%) • 25% faster task completion • 20 percentage-point improvement in task efficiency (75% → 95%) • Reduced scrolling and distraction by prioritizing prescription information
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.
