NGS Features
CVS Health
Next Generation Scheduling
Role - XD Designer
Collaboration - UI Designer, accessibility, content designer, engineering, development, product
Next Generation Scheduling (NGS) super app will be implemented across CVS Minute Clinic and Pharmacy Scheduling for all lines of business (LOB), enhancing the patient experience on web, iOS, and Android platforms for seamless scheduling. These are a just a few features for NGS that span the different LOBs.
BEFORE
Multi-factor authentication web-only experience
Gap analysis of the original E2E vaccine scheduling flow was conducted revealing lots of of redundancy and unnecessary pages spread thru out the experience.
AFTER
Consolidated MFA experience for all lines of business
This once web-only experience will now be for Web, iOS and Android. Each LOB had to be relooked at and refigured to incorporate MFA.
Due to multiple decision-makers, requirements and page count kept changing. After several redesigns, we successfully simplified the page and reduced the number of screens.
The original requirements made this page overwhelming, with sign-in, guest flow, patient account lookup, group registration, consents, disclosures, and more—all on the first page.
Levels of user authentication
It required a holistic view of the entire flow to account for four levels of user authentication and the integration of five LOBs with their additional entry point questions. A solution was needed that worked for all LOBs, some questions were reconsidered or relocated in the flow.
LOCATION CONFIRMATION
Virtual Visit users must be in the same state as their provider
In-person visits and virtual appointment users in the same state as their licensed provider will proceed with registration, all others will be rerouted.
Designs iterations
Option 2 was ultimately chosen for its progressive disclosure for iOS and Android.
Per design system issues, it was agreed with A11Y web experience will reflect option 4 dynamic page version.
VIRTUAL CARE FILTER
Frequent design system updates and limited info caused components to become outdated, requiring constant redesigns.
Future enhancements include expanding filters for accessibility, provider details, and certifications, plus a comprehensive list of languages and specialties.
VC MAP VIEW FILTER
Informing users in-person results only on the map view
As our design system evolves with more components, our goal is to create a less disruptive solution that keeps users on the map view, displaying 'In-person' and 'Virtual Visit' results.
Insights
We used phrases like 'go back' and 'previous page.' We found that using directional language was clearer than using the page name, as it resonated more with users.