UI / UX Design
Pharmacy Payment Plan Experience
Pharmacy Payment Plan Experience
Defined logic, mapped system states, and designed a multi-platform payment plan experience within a compliance-driven environment.
Defined logic, mapped system states, and designed a multi-platform payment plan experience within a compliance-driven environment.
Problem :
Problem :
Members were required to contact support to manage their pharmacy payment plans.
There was no structured self-service experience inside the platform.
The challenge was to design a new flow that would:
Work within strict compliance requirements
Align with complex backend logic
Support multiple entry points and system states
Reduce dependency on customer support
Constraints :
Constraints :
This feature was shaped by system and legal limitations:
Legal teams defined exact wording and mandatory confirmation steps
Eligibility could not be confirmed until late in the flow
Users could enter the experience from different system states
Status updates were not always immediate
Instead of simplifying the system, the goal was to make each step transparent and predictable.
Approach :
Approach :
I led UX from definition through production across web, mobile, and support desktop.
My responsibilities included:
Mapping the full system logic and edge cases
Designing step-by-step flow architecture
Aligning with legal, product, and engineering teams
Ensuring WCAG 2.1 AA accessibility compliance
The experience was structured using progressive disclosure and clear state communication.
Outcome :
Outcome :
The feature was successfully released across all platforms.
Results:
No support tickets tied to this feature post-launch
Reduced confusion around payment plan management
Established a reusable pattern for future self-service flows
Improved alignment between legal requirements and user experience
This flow reduced the need for manual support intervention by enabling true self-service within a regulated environment.
UI / UX Design
Pharmacy Payment Plan Experience
Pharmacy Payment Plan Experience
Defined logic, mapped system states, and designed a multi-platform payment plan experience within a compliance-driven environment.
Defined logic, mapped system states, and designed a multi-platform payment plan experience within a compliance-driven environment.
Problem :
Problem :
Members were required to contact support to manage their pharmacy payment plans.
There was no structured self-service experience inside the platform.
The challenge was to design a new flow that would:
Work within strict compliance requirements
Align with complex backend logic
Support multiple entry points and system states
Reduce dependency on customer support
Constraints :
Constraints :
This feature was shaped by system and legal limitations:
Legal teams defined exact wording and mandatory confirmation steps
Eligibility could not be confirmed until late in the flow
Users could enter the experience from different system states
Status updates were not always immediate
Instead of simplifying the system, the goal was to make each step transparent and predictable.
Approach :
Approach :
I led UX from definition through production across web, mobile, and support desktop.
My responsibilities included:
Mapping the full system logic and edge cases
Designing step-by-step flow architecture
Aligning with legal, product, and engineering teams
Ensuring WCAG 2.1 AA accessibility compliance
The experience was structured using progressive disclosure and clear state communication.
Outcome :
Outcome :
The feature was successfully released across all platforms.
Results:
No support tickets tied to this feature post-launch
Reduced confusion around payment plan management
Established a reusable pattern for future self-service flows
Improved alignment between legal requirements and user experience
This flow reduced the need for manual support intervention by enabling true self-service within a regulated environment.
UI / UX Design
Pharmacy Payment Plan Experience
Pharmacy Payment Plan Experience
Defined logic, mapped system states, and designed a multi-platform payment plan experience within a compliance-driven environment.
Defined logic, mapped system states, and designed a multi-platform payment plan experience within a compliance-driven environment.
Problem :
Problem :
Members were required to contact support to manage their pharmacy payment plans.
There was no structured self-service experience inside the platform.
The challenge was to design a new flow that would:
Work within strict compliance requirements
Align with complex backend logic
Support multiple entry points and system states
Reduce dependency on customer support
Constraints :
Constraints :
This feature was shaped by system and legal limitations:
Legal teams defined exact wording and mandatory confirmation steps
Eligibility could not be confirmed until late in the flow
Users could enter the experience from different system states
Status updates were not always immediate
Instead of simplifying the system, the goal was to make each step transparent and predictable.
Approach :
Approach :
I led UX from definition through production across web, mobile, and support desktop.
My responsibilities included:
Mapping the full system logic and edge cases
Designing step-by-step flow architecture
Aligning with legal, product, and engineering teams
Ensuring WCAG 2.1 AA accessibility compliance
The experience was structured using progressive disclosure and clear state communication.
Outcome :
Outcome :
The feature was successfully released across all platforms.
Results:
No support tickets tied to this feature post-launch
Reduced confusion around payment plan management
Established a reusable pattern for future self-service flows
Improved alignment between legal requirements and user experience
This flow reduced the need for manual support intervention by enabling true self-service within a regulated environment.