Building a Unified Super App Experience Across Health and Retail
Creating a Connected Health Ecosystem for Millions of Users
CVS Health set out to transform its digital ecosystem into a unified Super App that integrates pharmacy, retail, wellness, and insurance services. As Senior UX Design Manager, I led a team of ten senior designers, content writers, and an accessibility partner to redesign how users interact across multiple touchpoints, including onboarding, navigation, homepage, pharmacy, health records, vaccines, and caregiving account management. The business goal was to eliminate customer pain points such as long pharmacy wait times, unclear prescription costs, and disconnected digital and in-store experiences. CVS Health aimed to help customers spend less time in-store and more time managing their health through a cohesive digital platform. The initiative required deep collaboration with product, engineering, legal, and accessibility teams to ensure compliance, alignment, and measurable impact.
A Unified Super App Experience at Enterprise Scale
The redesign delivered measurable impact across key business and user metrics. The new CVS Health app achieved full functional parity with CVS.com, creating a seamless cross-platform experience that connected retail, pharmacy, and insurance services within a unified Super App ecosystem. Improved navigation, search, and personalization led to higher engagement and reduced friction across user journeys, while accessibility governance and WCAG-aligned workflows strengthened compliance and usability for all customers. The digital-first experience helped shorten pharmacy wait times, increase price transparency, and empower millions of users to manage their health and wellness through convenient self-service tools, directly supporting CVS Health’s vision of a connected and customer-centered healthcare platform.
