CVS Health – Order management

Simplifying complex prescription management flows

This work focused on redesigning CVS Pharmacy’s Order management experience across iOS, Android, and web.

Building on insights from the “Your orders” redesign, I led UX and UI improvements across complex prescription scenarios, helping customers better understand issues, timing, and next steps.

Project overview

Role
Lead UX/UI Designer

Team

  • Product leadership

  • Product stakeholders (Business)

  • Research and accessibility partners

  • Content designer

  • Design system team

  • iOS, Android, and web engineers

  • Junior UX/UI designer

Platform

iOS • Android • Web

Key deliverables

  • Manage prescription CTA and actions

  • Order details and cancellation flows

  • Message pharmacy experience

  • Pharmacy details screen

  • Scalable components and QA documentation

The problem

After redesigning the “Your orders” experience, we learned that confusion didn’t stop at the main order screen.

The same issues appeared across Order management, especially when prescriptions were delayed, canceled, or needed follow-up.

The challenge was to extend the clarity from “Your orders” across the full management experience and support many complex scenarios across mobile and web.

Discovery

This work built on insights from the Your orders research.

Prescription management is often:

  • time-sensitive

  • emotional

  • done quickly on mobile

I reviewed existing order management screens to understand where confusion occurred.

I also studied best-in-class pharmacy and retail experiences to see how complex order states are handled.

Strong patterns included:

  • Clear status labels

  • Simple layouts

  • Easy-to-find actions

  • Low visual noise

Strategy

This work extended the clarity established in Your orders into Order management screens.

The goal was consistency so users would see familiar patterns, language, and layout across related flows.

I created mobile-first wireframes using scalable Figma components to explore both simple and complex scenarios, including:

  • viewing order details

  • canceling an order

  • messaging the pharmacy

  • reviewing store details

Key wireframes included:

  • Order details

  • Cancel order

  • Message pharmacy

  • Store details

  • Overflow menu states

Order details

In the wireframes, I restructured the screen to improve clarity, hierarchy, and usability:

  • Switched from a bottom sheet to a full-page layout for better readability

  • Added a clear screen title (“Order details”) for orientation

  • Moved the prescription status to the top, where users look first

  • Placed the medication name and photo directly beneath it for quick recognition

  • Removed low-value or redundant elements (tracker, repeated messaging, internal order numbers)

  • Established a clear information flow: Status → Medication → Pickup Details

  • Replaced the vague “Options” button with a single primary action: Manage Prescription

Legacy design

Redesign

Overcoming constraints

After completing the “Your orders” redesign, I saw an opportunity to extend the same clarity across Order Management flows.

Because the work wasn’t prioritized, I treated it as a design study and shared concepts with the team to support future thinking.

The exploration helped me deepen how I connect research insights, UI patterns, and scalable design decisions across complex systems.

Final designs

Order details

Building on the wireframe structure, I applied CVS’s design system styling and refined the UI for a clean, accessible, and easy-to-scan experience.

Legacy design

Redesign

Managing prescription actions

  • Replaced the vague Options button with a clear primary action: Manage prescription

  • Made the action CTA full-width to improve visibility and tap targets

  • Moved secondary actions into a bottom sheet for better readability

  • Used clear, consistent language (e.g., “prescription” instead of “Rx”)

Legacy design

Redesign

Legacy design

Redesign

Cancel order

The design focuses only on what matters.

Extra visuals and steps were removed so users can clearly complete the action and understand the outcome.

Legacy design

Redesign

Order canceled

Once canceled, the screen shifts into a simple confirmation state.

No tracker, no success icon — just clear text that confirms the action is complete.

Redesign

Legacy design

Message pharmacy

The screen follows the same structure as other Order management flows:

  • Medication name

  • Pickup details

  • Pharmacy location

Supporting notes appear near the CTA, and a warning icon highlights emergency guidance.

The result is a calm, focused message experience.

Legacy design

Redesign

Pharmacy details

I simplified both layout and content to reduce cognitive load.

Changes include:

  • Fewer varying font sizes for clearer hierarchy

  • No color-only status indicators

  • Removed internal store numbers and extra punctuation

  • Standardized time formatting (e.g., 8PM)

This makes the screen faster to scan and easier to use on mobile.

Redesign

Legacy design

Dev handoff & implementation

While this concept work did not ship, I supported the team in a critical way: QA.

The pharmacy design team didn’t have a QA process, so I built one from scratch. I created templates, tracking tools, and clear step-by-step guides to show what was tested, what changed, and what still needed fixes.

I also trained 20+ designers on the process and wrote documentation that new team members used as their starting point.

QA process I created

  • Create user story (Product + Engineering)

  • QA the work (Design)

  • Track outcomes

    • Defects found → document and assign fixes

    • No defects → mark complete

Impact & outcomes

Extended the same clarity and structure from “Your Orders” into deeper management flows, creating a more consistent and predictable experience.

Although this work remained a design study, it helped shape better patterns for future features and informed team discussions.

The project reinforced how research-led design and systems thinking can improve complex, time-sensitive workflows.

Team feedback
“Time and time again I’m impressed with the care, thoroughness and great quality of Nancy’s work—both how she works with people and the designs that she produces. She’s able to make good progress while collaborating with fellow designers and SCRUM team members. I note particularly how she gracefully handles many unexpected challenges that come up as details need to be worked out with development teams. When Nancy’s working on something, I’m happy to know I don’t need to worry about it, and I can look forward to excellent work and positive collaboration.” — Design Lead