Designing a Connected Healthcare Experience Across Aetna and CVS Health
Transforming Fragmented Healthcare Journeys into a Single, Connected Experience
As part of CVS Health’s “Super App” initiative, Aetna’s digital health data, including claims, coverage, and copay information, existed separately from the CVS app experience. Customers had to navigate multiple portals to understand their benefits, refill prescriptions, and manage care. As UX Design Manager for Aetna within CVS Health, I led a team of 10 senior designers to bridge this fragmentation. Our mission was to integrate Aetna’s core health insurance benefits directly into the CVS mobile app homepage, allowing members to view their insurance, pharmacy, and wellness data all in one place. This effort required close collaboration across product, engineering, data, and compliance teams, as well as alignment between two major business units (Aetna and CVS Retail) with different systems, data protocols, and brand standards.
Delivering a Unified, Personalized Health Ecosystem for Over 20 Million Members
The integration transformed the CVS app into a single destination for healthcare management, pharmacy needs, and insurance insights, creating one of the first retail healthcare platforms to deliver a true 360° member experience. I managed a team of 10 senior designers to define interaction models, UI systems, and member journeys across pharmacy, insurance, and wellness. Together, we integrated Aetna benefits such as claims, copays, deductibles, and ID cards directly into the CVS Health app homepage for seamless access. Our collaboration aligned UX direction between Aetna digital teams and CVS Retail leadership, establishing shared design standards and success metrics that advanced CVS Health’s goal of becoming a technology-driven healthcare company. Through user testing and research, we shaped how benefit data, medical claims, and prescription refills appear contextually within the app, delivering a unified and personalized experience for millions of members. The modular design framework we created enabled scalable integrations with additional CVS Health business lines, including Oak Street Health, MinuteClinic, and Caremark, supporting the long-term “One CVS” vision to unify pharmacy, retail, and insurance experiences while increasing engagement, daily active usage, and customer loyalty.
