Streamlined for Scale:
Designing CVS Super App’s
Personalized Scheduling
Context
As part of a company‑wide push to elevate the “Brilliant Basics,” leadership identified digital scheduling as a high‑impact opportunity within the new CVS Health Super App. Our mandate was to simplify and personalize the scheduling experience while unifying the brand across platforms for the 21 million patients who rely on digital appointment booking.
Outcome / Impact
Delivered a personalized scheduling experience that reduced time‑to‑schedule by 53%, added flexibility for group scheduling, and increased confirmed appointments by 10% for authenticated users.
My Role
- As a Design Manager, I shaped the strategic direction of the next‑gen scheduling experience and actively led the design team’s execution.
- Managed 5 designers while leading strategy, hands-on direction, and craft elevation across a 10‑designer IC team.
Problem / Challenge
The existing CVS app lacked an in-app scheduling solution, resulting in a fragmented and inconsistent appointment‑booking experience. My team was tasked to deliver a 0-1 streamlined end-to-end scheduling app experience that was personalized and scalable.
What Patients Told Us
Patients wanted faster, more personal,
and flexible appointment scheduling.
Team Process and Cross-functional Collaboration
- Communicated vision and strategy, participated in design working sessions, and facilitated frequent design reviews to keep team focused on the right things at the right time.
- Established cross-functional syncs that reduced redundancy, accelerated feedback cycles by 70%, and aligned stakeholders to drive project momentum.
- Alleviated QA bottlenecks by instituting a new QA Process that allowed our Engineering team to get through 500 defects in a matter of weeks, and resulted in 0% defect leakage at launch.
Designing Next-Generation Scheduling:
Streamlining the Patient Experience
Patient authentication streamlined scheduling for faster scheduling experience.
- Introduced authenticated login option that reduced patient onboarding into the scheduling flow by 60%.
- Guest experience includes option to create an account for future authenticated login.
- Biometric login option included on our roadmap (released in 2025), for an even faster scheduling experience.
Designing Next-Generation Scheduling:
Unlocking Personalized & Group Care
Linking patient records to authenticated users eliminated
repetitive data entry and unlocked personalized and group scheduling.
- Incorporates relevant patient details.
- Ability to schedule appointments for dependents or other approved family members.
- Provides personalized wellness services (e.g. vaccine list) based on patient eligibility.
- While there is no limit on number of connected patient records, CVS Pharmacy and MinuteClinic in-store policies capped group appointments at 4 people.
Designing Next-Generation Scheduling:
Iterating on Location List Results
Ensured Super App scheduling maintained proven appointment selection
features while enhancing information provided for location results.
- We wanted to maintain displaying 6 soonest appointment times at each location, but incorporated horizontal scrolling due to expected app user experience.
- Added option for patient to view locations on a map for visual context of store locations in the search area to assist in location selection.
- If there is a visit history for the patient, the most recent visited store location is tagged as “Last visited” to provide additional point of reference for the patient.
Designing Next-Generation Scheduling:
Enhanced Location Results
Geo-location and integrated maps for store locations provided
enhanced location results for better patient navigation.
Worked with engineering team to integrate Google Maps so patients could visualize store locations and to provide better patient navigation to selected store.
Designing Next-Generation Scheduling:
Location Details
Maintained highly converting pattern from redesigned Appointment Picker
while incorporating native app functionality for expected user experience.
- Display times by Morning, Afternoon, & Evening for greater usability and easy scanning.
- Eliminated need to select Time of Day, saving a button click and displaying scannable times on page load.
- Meets higher accessibility standards for reducing cognitive load.
- Cleaner visual of ordered times for user focus on preferred times of day, combined with app horizontal scrolling.
Designing Next-Generation Scheduling:
Advanced Calendar View
Advanced calendar view provided accessible date selection
out 60 days, scalable to 365 days for primary care.
- Introduced scheduling out 60 days for greater patient options and flexibility.
- More options for scheduling wellness exams and annual physicals with rollout of primary care services (scheduling out 365 days on runway).
- Incorporated native accessible calendar date pickers, leveraging features for advanced days scheduling to meet patient expectations for an in-app scheduling experience.
Designing Next-Generation Scheduling:
Review & Confirmation
Personalization and improved usability on Review
screen increased patient appointment confirmations.
- User opportunity to review details of patient visit: Who, What, When, Where, and Confirm visit with single CTA.
- Pull patient information details from patient records (eliminates providing patient details).
- Created links for Health check, Insurance, and Vaccine documents, removing lengthy details from screen while maintaining patient trust with easy access to confirm or update details.
- Confirmation page instills trust for patient in the booked appointment details with ability to easily add to their calendar, get directions, reschedule, or cancel.
Outcome / Impact
Delivered a personalized scheduling experience that reduced time‑to‑schedule by 53%, added flexibility for group scheduling, and increased confirmed appointments by 10% for authenticated users.
Let’s build great products together!
Jay Lawlor
Senior Product Designer
View other case studies
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Designing CVS Health’s Unified Scheduling Platform
Streamlined for Scale:
Designing CVS Super App’s Personalized Scheduling