As a part of CVS Health’s drive to ensure a more comprehensive and seamless customer experience, I created content for their retail, Caremark, and Speciality pharmacies.
Below are a few examples.
Retail Pharmacy – Review Your Prescription Order Page
This was one of my earliest content contributions at CVS.
I was tasked with drafting content for a banner that would inform customers about the process for getting prescriptions delivered through the retail pharmacy.
The Problem: Customers placing prescription orders through the Retail Pharmacy don’t have the option to choose delivery until after they’ve submitted the order and it’s deemed eligible by the pharmacy. This is different from the typical online shopping experience.
The Goal: Encourage customers to place their refill orders online and ensure they never missed a dose.
The Solution: The banner solution allowed customers to preview the next steps in the order delivery process, without disrupting or taking them out of their current experience. Additionally, it positioned text message sign ups as a alogical next step and introduced customers to some of the benefits of signing up for those alerts.
Retail Pharmacy – Order Details (Pickup) Page
The purpose of this page was to share the details of a specific prescription order with customer – including the current status of the order through a real-time tracker.
The Problem: In previous iterations, customers would need to exit the Order Details page or be transferred to a different page (usually via a link) to be able to track the progress of their orders. This was in part due to orders being shipped by third-parties with separate tracking tools.
The Goal: Share the details of a specific prescription order with customer – including the current status of the order through a real-time tracker – without taking them out of their current experience.
The Solution: The built-in order tracker allows customers to have a more cohesive order review process, without having to visiting different pages or different websites to track their orders.
Additional content to come!
Shiosha McDonald 