Embedded Files
CVS Health Dashboard & Vaccine Record Lookup
PAIN POINTS
No national database for vaccinations that we can access - only some records from CVS Pharmacy, MinuteClinic®, and state registries available
Access to records can depend on how/where customer created their account
18 and older only - minors have attempted to access their records
Dead end if records not found - no "out" for customers to get help if they're stuck
OBJECTIVE
Make it easier for customers to understand what they do and do not have access to, what their options are, and where they can go for help.
Solution
Solution
CONTENT STRATEGY
Be more direct with the H1
Move the CTA's above the fold
The app link opens a browser window
Make CTA more prominent than body copy
Add a tooltip / modal with more information plus a link for additional help
Surface the important information
Make it scannable, cleaner, easier to understand
"Remember Me" Doesn't Remember Me
PAIN POINTS
"Remember Me" does not meet customer expectations
Customers have to continually re-enter their password
Explanation of feature is too lengthy and confusing
OBJECTIVE
Allow customers to stay signed in to their account and update the copy to set the right expectations of the feature.
Solution
Solution
CONTENT STRATEGY
For accessibility reasons:
Reduce copy
Make it scannable
Add a 'close' button in addition to the 'X'
Sell the feature by highlighting what it does for the customer
Set expectations and explain briefly explain the difference between Rx accounts and retail accounts
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