Each year, over 21 million patients schedule appointments with CVS Pharmacy and MinuteClinic through the website or mobile app. Scheduling flows were previously managed independently by different teams for various lines of business, resulting in inconsistent experiences. My team was tasked with creating a simple, scalable platform to unify appointment scheduling for all users.
Delivered measurable improvements in user experience and business outcomes:
The CVS Health website and app support millions of patients scheduling healthcare appointments across multiple service lines. This project focused on creating a consistent, user-friendly scheduling experience across all appointment types.
Our Objectives
Research & Discovery
I partnered with a UX Researcher to develop a testing plan and conducted unmoderated usability studies using low-fidelity prototypes. We tested key screens including registration, confirmation, and patient information to identify pain points and opportunities for improvement.
Concept Development & Testing
I created clickable prototype wireframes and tested them with users to validate the redesigned flow. Feedback from these sessions informed refinements to screen order and information hierarchy.
Clickable prototype wireframes included in usability testing.
Design Refinement
After testing, I collaborated with the Content Strategist to make language more concise and reduce cognitive load. I then developed final designs for both web and native app platforms, ensuring visual consistency while adapting to platform-specific patterns.
Development Handoff
I created comprehensive design specifications and reusable components in Figma, working closely with development teams to ensure accurate implementation across both platforms.
Visual designs showing customizations to fit needs of different lines of business.
Multiple improvements were made to create a unified, scalable scheduling experience.
Streamlined Scheduling Flow
Reduced the number of screens and questions, making it faster and easier for patients to book appointments while maintaining necessary data collection.
Reusable Component System
Built a flexible library of modular components that could be customized to meet the needs of different business lines while maintaining visual and interaction consistency.
Eliminated Redundant Data Entry
Consolidated patient information collection across flows, removing the need for users to repeatedly enter demographic details, addressing a major pain point identified in research.
This project reinforced the importance of designing with platform constraints in mind from the start. By establishing clear design principles that could flex across web and native app patterns, I was able to maintain consistency while respecting platform-specific conventions and user expectations.
Working across multiple teams and business units highlighted the critical role of documentation as a design deliverable. By auditing existing designs and establishing shared standards through collaborative QA, I created documentation that aligned stakeholders and enabled teams to work independently without sacrificing consistency.
CVS Health
Scheduling Redesign
Design strategy, Research, Wireframes, Mockups
