CVS Health
Rx Tie Project
What is Rx Tie?
Rx Tie is a secure authentication process designed for CVS.com users, enabling them to access their prescription records online by matching their personal information with existing pharmacy records. This ensures that patients can manage their medications safely and efficiently.
Challenge
Low Match Success Rate: Only 39% of attempts successfully match user information to pharmacy records.
High User Drop-off Rate: A significant number of users abandon the process due to complexities and unclear instructions.
Lack of Error States: Approximately 62% of users fail to interact with the call-to-action (CTA) due to unclear guidance after encountering an error.
High Lockout Errors: Users are frequently locked out of their accounts after just three unsuccessful attempts, leading to a 24-hour lockout period.
Duplicate Account Issues: Users often cannot create a new Rx account due to their prescriptions already being tied to another account, complicating access.
My Role
Lead UX/UI designer & Researcher
Timeline
24 Months
Platform
Web / mWeb / Android / IOS
Tools
Sketch, Miro, Figma, Whiteboard
Addressed Rx Tie Scenarios
HAPPY PATH SCENARIO
To access online prescriptions, users with a basic CVS.com account must complete the "Rx Tie" process, involving a patient lookup and a verification step. In the lookup step, users provide demographic or Rx label information to match with their pharmacy records. If a unique match is found, they proceed to the verification step, where they must authenticate their identity either by answering security questions or by verifying a one-time code sent to their registered mobile number.
LOCKOUT SCENARIO
In the lockout scenario, if patients exhaust their permitted attempts without a successful match in the patient lookup step, or if they fail the verification, they enter a lockout state. This prevents them from continuing the Rx-tie process for a specified time, ensuring security measures are upheld.
RX TIED SCENARIO
In the "Already Rx tied" scenario, a user's information successfully matches the records on file, but their prescriptions are found to be already linked to a different CVS.com account.