The Challenge

Patients faced confusion when refilling prescriptions or purchasing retail products due to multiple checkout patterns, repeated inputs, and inconsistent design systems. Internally, maintaining these flows created inefficiencies and compliance risks across platforms.

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The Goal

Create a patient-first, unified checkout experience that simplifies ordering and refilling while maintaining ADA
and HIPAA compliance — all within a shared design system that scales across CVS Health’s digital products.

 

My Role

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Lead UX Designer / Strategist

• Owned UX strategy and design direction

• Collaborated with Product, Engineering, Compliance and other Design teams

• Conducted research, synthesized findings, and led cross-functional design sprints

• Delivered final prototypes, IA, and component library integration

 

Discovery & Research

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Methods:

• Heuristic audits of 20 checkout flows

• Stakeholder and patient interviews

• Analytics review and abandonment data analysis

• Competitive benchmarking (Walgreens, Amazon Pharmacy, Walmart)

Key Insights:

• Redundant input fields for address and payment

• Confusion between “Refill,” “Order,” and “Checkout”

• Poor mobile optimization and error recovery

• Lack of shared components across business units

 

 

Strategy & Approach

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1. Unified Information Architecture

• Created a single checkout framework supporting multiple use cases — retail, pharmacy, and specialty.

 

​2. Component-Based Design System

• Collaborated with the Design System team to develop reusable modules in Figma for Cart Summary, Payment Method, Address Entry, and Delivery Options, fully aligned with WCAG 2.2 accessibility standards.

 

3. Experience Principles

• Clarity: Simplify decision-making and reduce cognitive load

• Continuity: Seamless cross-device experiences

• Confidence: Transparent feedback and compliance messaging

• Care: Empathetic tone reinforcing CVS Health’s brand promise

 

4. Collaboration & Delivery​

• Led 5 design sprints focused on core phases: Cart → Payment → My Orders

• Designed and delivered the final UI for the Cart and Checkout screens as well as their interactive components.

• Conducted iterative usability testing across devices and personas

 

Outcome

The unified checkout experience streamlined CVS Health’s e-commerce ecosystem into a cohesive, accessible,
and trusted experience. It has not only improved patient satisfaction and conversion but has also provided a scalable foundation for future digital health services and retail expansion.