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Blue Shield of California

Redesigning the Pharmacy Claims Experience

Senior UX/UI Designer

Redesigned the prescription drug claims interface end-to-end, validating every change through usability testing — landing at a 94% member satisfaction rate.

  • Healthcare
  • UX Research
  • Usability Testing
Redesigned prescription drug claims interface shown on tablet and phone

Problem

Create an easy-to-use pharmacy claims interface to enhance member satisfaction and reduce support inquiries.

90%

Struggled to find claims details

82%

Ran into navigation difficulties

73%

Found the existing design outdated

65%

Wanted functionality that didn't exist yet

Research & approach

  1. 01

    Ran a Consumer Rx Preferences & Claims Experience survey (N=102) to learn which claim details members actually wanted on the page — refill counts, expiration dates, and total cost before insurance ranked as “must haves” for 90%+ of respondents.

  2. 02

    Used click and heatmap testing (N=99–100) to see how members actually scanned a claims card: cost fields drew the most attention, filtering by prescriber name was rarely used, and 90% of first clicks missed the “show more” details caret entirely.

  3. 03

    A/B tested a redesigned claims card against the current production page — the new design scored a 7-point lift in “meets my needs,” with the itemized cost breakdown called out as the most-liked change.

A closer look

AmoxicillinGeneric

500 mg · 30 tabs · 30 days · Tier 1 · Generic

For

Jane Doe

Pharmacy

CVS Pharmacy

Prescriber

McKinney, Kevin

Your cost$4.00
Paid by Blue Shield$28.00
Applied to deductible$4.00
Amount reimbursed by HRA$4.00
Total cost$36.00

Solution

Redesigned claims card

Reworked the card to surface what members said they needed most — itemized cost breakdown, deductible and HRA amounts, refill and expiration data — without extra disclosure clicks.

Accessibility built in

Addressed contrast, focus states, and screen-reader labeling issues surfaced during testing.

Instrumented with analytics

Added Google Analytics so the team could keep validating engagement post-launch instead of relying on one-time studies.

Impact

94%

Satisfaction rate with the shipped redesign

+7pts

Preference lift over the legacy claims page in testing

93%

Said the new claims card met their needs well or very well

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