CVS Health

CVS Health

Native Health Records

Native Health Records

UX/UI

UX/UI

Design Lead

Design Lead

Year

2024

The opportunity

The opportunity

The CVS Health app, with its millions of users, presented a significant opportunity to empower patients to take control of their health. However, the existing web-based health records experience was not optimized for mobile and lacked key features and information. This presented a challenge for users who increasingly rely on their smartphones to manage their daily lives, including their health. With the growing trend of consumers using apps to access healthcare information and services, there was a clear need and a substantial opportunity to create a seamless and user-friendly native app experience for health records. By improving this experience, we aimed to increase user engagement, satisfaction, and ultimately improve health outcomes.

The CVS Health app, with its millions of users, presented a significant opportunity to empower patients to take control of their health. However, the existing web-based health records experience was not optimized for mobile and lacked key features and information. This presented a challenge for users who increasingly rely on their smartphones to manage their daily lives, including their health. With the growing trend of consumers using apps to access healthcare information and services, there was a clear need and a substantial opportunity to create a seamless and user-friendly native app experience for health records. By improving this experience, we aimed to increase user engagement, satisfaction, and ultimately improve health outcomes.

Image of starting point: design of After Visit Summary on responsive web

Over 64% of internet traffic comes from mobile devices

Over 64% of internet traffic comes from mobile devices

Over 64% of internet traffic comes from mobile devices

My role & team

As the Lead UX Designer on a team of four, I was responsible for leading the user research, design, and iteration of the native After Visit Summary (AVS) feature within the Health Records section of the CVS Health app. I collaborated closely with a supporting researcher, another experience designer, product managers, engineers, and content writers to ensure a cohesive and user-centered design process. My specific contributions included coordinating user research, creating user flows and wireframes, developing interactive prototypes, conducting usability testing, and presenting design solutions to leadership.

Image of team collaboration in Figma
Image of team collaboration in Figma

The challenge

This project presented several key challenges. First, we needed to translate the existing web-based health records experience into a mobile-first design, leveraging native patterns and functionalities to enhance usability and accessibility. Second, we had to ensure that the content was clear, concise, and easy to understand for users of all levels of health literacy. Third, we needed to design an intuitive and efficient navigational flow that allowed users to easily find the information they needed. Finally, we had to ensure that the design was accessible to all users, including those with disabilities.

Reference image: Visit history on responsive web

Reference image: Visit details on responsive web

Reference image: Visit details on responsive web

Reference image: Visit details on responsive web

My Approach

Research

To understand user needs and pain points, I conducted user interviews and surveys, analyzed user feedback, and reviewed existing research on mobile health app usability. This research revealed that users wanted a simplified and streamlined experience with clear calls to action and easy-to-find information.

Image of Figma board with consolidated user research takeaways and initial design exploration incorporating feedback.

Design process

I followed a user-centered design process, starting with an analysis of the existing web experience and progressing through user flows, wireframes, interactive prototypes, and design reviews. I actively involved leadership throughout the process, ensuring alignment and incorporating feedback.

Image of our design timeline and process for this project

Image of Figma board with blueprint flows with content blocks in place.

Usability testing

To evaluate the usability of the native AVS design, I created a clickable prototype and conducted unmoderated usability testing with six participants on the UserTesting platform. The testing revealed areas for improvement in navigation, content clarity, and accessibility.

Image of Figma protoype used for our user testing sessions.

Iteration

Based on the research findings, I iterated on the design, improving the information architecture, navigation flow, and content clarity. I also worked closely with the accessibility team to ensure that the design met accessibility standards.

The Solution

The final design delivers a seamless and user-friendly native AVS experience that empowers patients to access and manage their health information. Key features and design decisions include:

• Simplified Information Architecture: The information is organized in a clear and concise manner, with distinct sections for medications, vaccinations, lab tests, patient instructions, referrals, scheduling, and vital signs.

• Intuitive Navigation: The navigation flow is streamlined, allowing users to easily find the information they need. Clear headings, labels, and calls to action guide users through the experience.

• Enhanced Content: The content is written in plain language and is tailored to the user's specific condition. Interactive elements, such as expandable sections and tooltips, provide additional information on demand.

• Accessibility: The design meets accessibility standards, ensuring that all users can access and benefit from the AVS feature.

Image of in phone mockup of final native app screens for iOS.

Mockup of Visit History and After Visit Summary

Mockup of Visit History and After Visit Summary

The Impact

The native app experience, including the redesigned After Visit Summary, has shown significant success. In January 2025, the native app accounted for 75% of all health visits, a testament to the growing user preference for accessing health information through the app. We also observed a 33% increase in visits to native vaccine history, a 53% increase in visits to native visit history, and a 56% increase in visits to native lab results. These increases demonstrate that the native experience, including the redesigned AVS, is resonating with users and driving greater adoption of the app for health management. We are confident that the improved usability, accessibility, and content clarity of the native AVS will continue to lead to greater user satisfaction, better health outcomes, and increased utilization of the CVS Health app as a valuable health management tool.

Key results of the new native app visits experience.

Lessons Learned

This project reinforced the importance of a user-centered design approach, especially when translating an existing web experience to a mobile-first design. The user research and usability testing were invaluable in identifying pain points and iterating on the design to create a truly user-friendly experience. The collaboration with cross-functional teams, including product, engineering, content, and accessibility, was essential for ensuring a successful outcome. In the future, I would advocate for more upfront user research to validate assumptions and inform design decisions earlier in the process. This project also highlighted the importance of data-driven decision-making and the value of tracking key metrics to measure the impact of design changes.