DEFINING THE PRODUCT DESIGN
CONTEXT
CVS wanted to work with us to create a guided health navigation platform. This project followed the early parts of the design process, meaning I focused primarily on user research, experience auditing, and communicating early low-fidelity wires to clients.
FIGURING OUT WHAT MEDIUM TO DESIGN FOR
Deciding the medium for this product took a bit of back and forth. Would it be an app or a web experience? Ultimately, we proposed an app. Based on our user research, we found it was essential to provide something close to a place people already are and are comfortable. Centralizing many tasks they handle in disparate healthcare apps was our best approach.
RESEARCHING OUR AUDIENCE
EXPERIENCE AUDITING & RESEARCH
WORKING WITH THE STRATEGY TEAM FOR THE AUDIT
This phase took a hybrid approach, with the experience design (XD) team working in parallel with the experience strategy (XS) team. While the strategy team was finalizing the synthesis from the qualitative and quantitative research, we began a competitive analysis to understand better the industry and the experience conventions familiar to it.
CREATING THE SEMANTIC MODEL
I figured it would be best for the team to set out with a few conceptual models that have greatly helped me during the ideation process. The first of which was a conceptual grammar map. This excellent collaboration tool helped us understand opportunities to design for and areas to prioritize.
CORE-PILLARS-FEATURES MAPPING
The next model is one that I borrowed from game design. I created it in a way that would allow for easy collaboration across the team within Figma.
We identified the core experience point and built out experience pillars to design within that informed how we designed the UI and presented features.
Designing the Product
Organize Feature Wireframes
Now that we had some of the features mapped out, I proposed a checklist to help keep the team on track and organize our designs.
Presenting Our Designs
For our final presentation, we simplified these features into mobile flows. We created a few flows to show how users could use this tool to navigate their healthcare, whether understanding a new diagnosis or finding affordable care in your network.
Reflecting on CVS
In Summary
This project had a few twists and turns along the way. With good help from my manager and the receptiveness to my attempts at collaboration, we finally managed to align on a direction that worked for everyone. As a project, I’m glad I had the chance to flex a ton of research muscles and get some experience working off the back of the research team.
I don’t believe any plans have been made to continue with this research. So, as far as the next steps are concerned, this work remains to be fully realized. However, the auditing methodology would be used in a later project at R/GA.