Sleek, Streamlined, & Actionable
We created a modern, highly usable tool. In doing so, we removed redundant questions and reduced the required meetings. Our internal colleagues lent support by gathering former benefit selections to prepopulate fields.
Audit forms, remove redundancy, and pre-populate entries
Respect Clients' Time
Create a modern aesthetic and simple, guided workflows
Experience First
Show clients what they need, remove jargon and triggers
Necessary Info
CVS myPBM
How might we simplify the new client onboarding experience while offering enough visibility?
A Complicated & Clunky Experience
myPBM was a suite of incohesive, internal apps used for the client onboarding process. Both clients and stakeholders sought to reduce sloppiness and redundancy, so we developed a self-service tool to streamline tasks. Additionally, clients desired greater transparency, so we had to determine the right balance of information to present.
Lead Designer / myPBM SME
For an entire year before the kickoff, I led a volunteer group of designers in an effort to standardize the old myPBM apps. I developed in-depth knowledge of all the domains and users' mental models. Once the new myPBM project began, I was selected as Lead Product Designer.
Mastered Complex Business Processes
It was challenging to understand the data flow between apps and teams, so I led several hours of discovery sessions to learn about the different roles and their processes. This was critical before kickoff to help lead product strategy.
UX Rep for Three Day Executive Workshop
We met on-site with stakeholders to align on goals. I contributed by addressing the current state of myPBM UX and design system resources. The image below displays a large whiteboard showing which features from the existing myPBM apps would be included in our MVP.
Clients Wanted Better
The Journey Seemed Simple...
Onboarding Checklist
Clients wanted help managing their action items, so we created a simple guided workflow. The checklist also serves as an input point into a document repository, which would make renewing their contracts easier.
Plan Approval
Most importantly, myPBM provides the ability to digitally approve or reject plan documents. It saves clients and CVS time and reduces the risk from email.
Reporting
Once the client's service goes live, they need metrics about claims, support calls, and their outcomes. myPBM provides value by showing clients
how CVS is performing as their service provider.
96% Client Satisfaction Rate
Once clients were fully onboarded, we administered a survey inquiring about their onboarding experiences. The results were great.
Click the video below to see the survey.
50% Decrease in Onboarding Times
Our work led to a significant boost in speed, accuracy, and efficiency during the onboarding process. The length of onboarding decreased from 4 months to two months on average.
TMI
We presented an alternative that displayed too much information. Specifically, a vertical scroll with CVS's internal action items on the left and the client's action items on the right. Ultimately, CVS's action items outnumbered those of the clients, making the component unbalanced.
More Case Studies
Once the client's service goes live, they need metrics about claims, support calls, and their outcomes. myPBM provides value by showing clients how CVS is performing as their service provider.
Once clients were fully onboarded, we administered a survey inquiring about their onboarding experiences. The results were great. Click the video below to see the survey.
CVS SQM
CVS SQM
A Complicated &
Clunky Experience
Next Case Study
We met with various new and existing clients. We gauged their level of motivation to self-serve during onboarding and learned they were disappointed with CVS's onboarding process, especially as the top PBM provider.
The client was required to complete multiple documents. Each one was overly complicated. Once the papers were completed, the client had nothing to do for months until their go-live date. This would inform our design direction.
Respect Clients' Time
Audit forms, remove redundancy, and pre-populate entries
We created a modern, highly usable tool. In doing so, we removed redundant questions and reduced the required meetings. Our internal colleagues lent support by gathering former benefit selections to prepopulate fields.
Sleek, Streamlined, & Actionable
Create a modern aesthetic and simple, guided workflows
Experience First
Show clients what they need, remove jargon and triggers