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Too Many Clicks
Creating case loads was tedious and harmed momentum
Frequent performance issues negatively impacted job performance
Poor System Performance
Ambiguous performance reviews lacked positive reinforcement
Missed Quota Blues
Key tables were dificult to scan and slowed task times
Safety & Quality Monitoring
How might we optimize prescription claim reviews so pharmacists meet their daily quotas?
Time for an Upgrade
CVS pharmacists review prescriptions to prevent dangerous drug interactions and "doctor-shopping" for narcotics. They used two old and slow applications, which hurt their performance. I was tasked with designing a brand-new app to increase efficiency, productivity, and maintenance cost savings.
We saved pharmacists time and clicks by eliminating the need to run reports to track their quotas.
Information Overload
Led Workshops and Large Meetings
We had a big user group. I was able to effectively lead workshops and meetings, ensuring that everyone's voice was heard while keeping discussions on track. Here is a snippet of me addressing a question during a design workshop from a user struggling to grasp the concept of the activity.
Bad UX Hurt Performance and Morale
Tech Problems can Reduce Member Safety
Missing quotas was a business problem, but bad claim decisions were a human problem. Tech problems increased the risk of a negative human impact.
Clicks Be the Journey
Repeated queue creation resulted in approximately 100 clicks per day. This didn't include clicks on the case review screen. Tech issues deterred as well.
Automated Queues
Better Tables
We audited the tables and removed all unnecessary information. Additionally, we added a numbered indicator to provide pharmacists with more context on the member's claim history. These improvements made the tables more scannable and made it quicker and easier to decide on claims.
Quota Tracking Made Simple
Multiple Queues
With automated and manual queues, users can create and select multiple queues to be delivered in a continuous stream, thereby decreasing clicks.
Projected $4M Savings
More Case Studies
Next Case Study
Key tables were dificult to scan and slowed task times
Information Overload
"My Carrier Queues" and "Opportunity Queues" are preloaded, eliminating the need to create queues manually.
Maintenance costs for Retro and CSS were projected to exceed $4 million over the next three years. SQM would cost a fraction of that.
What I Would Measure
Shortly after shipping the MVP, I took a lead role on another product team in another business division. If I would have stayed on SQM I would test to see if there was a reduction in case review times and an increase in quota attainment. Preloaded queues, caseload allocation optimization, and better tables and visual queues should contribute to these successes.
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