When scheduling a prescription becomes a 9-step process, it’s time to try Accredo OS.
Description
Accredo is a specialty mail-order pharmacy operating under Express Scripts (now Cigna) that serves patients with complex and chronic health conditions. During the Accredo order scheduling project, we streamlined a cumbersome 9-step prescription scheduling process into an intuitive 3-step workflow. By conducting user research with phone agents, we identified inefficiencies, such as redundant data entry and navigation between multiple legacy systems. We designed a unified interface that centralized information, integrated features like copay assistance and delivery scheduling, and provided a clear, shopping-cart-style layout for managing prescriptions.
Additionally, we collaborated closely with developers to implement APIs for seamless data flow and tested prototypes with users to refine the design. The final product not only reduced call times and agent errors but also improved the patient experience by ensuring accurate and timely medication delivery. This empathy-driven solution balanced user needs with business goals, enhancing both operational efficiency and patient satisfaction.
Details
Services
User Research | Process Analysis and Streamlining | Information Architecture | Interaction Design | Visual Design | Prototyping and Testing | Cross-Functional Collaboration | Empathy-Driven Design
Client
Accredo
Role
UX Designer
Date
March 2018