Extensively worked with the top brands in pharmaceutical companies such as HUMANA, GENENTECH, and NOVARTIS. Presenting here a few use cases of branded vs. generic medications workflow
Click on these tabs (UX Phases) to understand the roles and activities I performed during each phase
Case Study of Humana Project
Prototype
High-fidelity wireframes transformed into interactive demonstrations that closely simulate the look and behavior of a product. Also utilized to conduct user testing and gather valued feedback on the product's usability
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Often, members encounter surprises when they arrive at their pharmacy to pick up their prescriptions.
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They may not know that a Rx isn’t covered, or that the cost is high.
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They may not know if there are generic options available or that
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They could pay less by going to another local pharmacy or mail ordering online.
Use case: Rx Prior Authorization Approval
Kelly is very excited to see the Rx Prior Authorization approval process in her newly installed Humana PDP app. Eventually, her Rx was approved and she's able to look for saving opportunities.
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One of the feedback from users was that they really wanted to see the saving options available, hence added the business transformation model for saving opportunities such as switching to generic medications and/or look for the lower cost in other pharmacies
Simple and easy navigation, usage of iconography and images, flexible animations and GUI aesthetics have added tremendous value in future state MVP
Based on user feedback, we let them provide notifications timely manner and have them interact with the PDP app as much as possible. Notification language is very simple and easy.
The app is interactive enough to keep users engaged all the time. E. g. the app gives the opportunity to look for the videos and help with contextual info on how pre-authorization actually works
Improvements
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Use case: Rx Prior Authorization Approval is "Pending"
Introduced the most efficient feature "Chatbot" which allows users to interact in multiple ways. free text typing with autocomplete and a selection of links. This also allows users to narrow down through results in a natural and logical way
A new thread added in service design is to have a call with the care specialist and know the detailed status of prior authorization. This process is quite rigorous and multiple connections are involved. The user has significant ambiguity about the process, timeline, and resolution. As part of the UX team, we tried every best possible service design improvements for helping digital transformations
Improvements
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