Pharmacy Overview Page for Health Plan Members
Bringing essential pharmacy resources together in one clear, consistent experience
Company:
Centene
Role:
Product Designer
Tools:
Figma, Miro, AEM
Overview
In 2025, Centene began designing its new Secure Chassis member portal—a unified digital experience that brings together Medicare and Medicaid health plan information previously spread across multiple websites and applications.
As part of this initiative, the Pharmacy Overview page was created to give members and caregivers a single destination for essential pharmacy resources, including drug cost estimates, prescription claims, medication history, and coverage information. The experience was designed to simplify navigation while providing a consistent, accessible, and scalable foundation across Centene's health plans, including WellCare, Fidelis, and Centene Legacy.
As the lead Product Designer, I partnered with product managers, business stakeholders, UX researchers, and content strategists to define requirements, align business and user needs, and design a modular experience built on Centene's Fondue Design System.
Team
Jonelle Boyd, Product Designer
Weston Thompson, UX Architect
Spencer Gray, UX Researcher
Joanna Lamb, UX Content Designer
Minal Shah, Product Manager
Kristy Castro, Pharmacy SME
Goals
Simplify the member experience by consolidating pharmacy tools in one place
Prioritize high-value tasks (e.g., Estimate Drug Cost, Prescription Claims)
Ensure WCAG-compliant, responsive design across brands
Establish modular patterns for scalable future enhancements
Align with Secure Chassis and Fondue design standards
Challenge
Before this project, pharmacy-related features were scattered across multiple locations within the Medicare portal. Members often struggled to locate tools or understand where to complete tasks, leading to confusion, slower task completion, and increased support calls.
Additionally, the project faced tight timelines and evolving requirements—particularly around Fidelis and Duals — plans involving both Medicare and Medicaid — which lacked finalized pharmacy resources during design. Limited time for fresh research meant relying on previous Ambetter Pharmacy and WellCare customer survey insights to inform key decisions.
Key Challenges
Unclear early requirements and evolving stakeholder feedback
Maintaining design consistency across multiple health plan variations
Building a scalable structure without confirmed final content
My Approach
To create a unified, accessible, and intuitive Pharmacy Overview page, I partnered closely with product managers, business stakeholders, UX researchers, content strategists, and engineering throughout the project. Together, we combined stakeholder requirements, user research, competitive analysis, iterative design, and design system best practices to simplify complex pharmacy resources into a single, scalable experience that could support multiple health plans.
Defined business goals and user needs by collaborating with stakeholders to establish project scope and success criteria.
Synthesized research and competitive analysis to identify the highest-priority pharmacy tasks and user behaviors.
Explored information architecture and wireframes to evaluate layouts, prioritize content, and improve navigation.
Designed responsive, accessible interfaces using Centene's Fondue Design System to ensure consistency across brands and devices.
Iterated through cross-functional reviews with product, content, research, and engineering teams before final developer handoff.
Research & Insights
Research and discovery played a significant role in shaping the final experience. I synthesized stakeholder feedback, reviewed existing pharmacy experiences across Centene brands, analyzed research findings, and explored multiple information architecture concepts before defining the final layout. These activities helped prioritize the most important pharmacy tasks while reducing navigation complexity.
Key Insights
Stakeholder workshops identified the need for a single destination for pharmacy resources.
Existing Ambetter and Wellcare experiences revealed the most frequently used pharmacy tools.
Research showed users primarily visited pharmacy pages to complete specific tasks rather than browse content.
Organizing content by task priority improved scanability and reduced cognitive load.
A modular layout created a scalable foundation for future pharmacy features.
Solution
Although this release was delivered as an MVP, it established a strong foundation for the new Secure Chassis member experience by simplifying pharmacy navigation, improving consistency across health plans, and creating a scalable framework for future enhancements.
Consolidated essential pharmacy resources into a single destination, reducing navigation complexity for members and caregivers.
Received positive stakeholder and leadership feedback for improving usability, content organization, and accessibility.
Delivered a fully responsive, WCAG-compliant experience that scales across multiple health plans and devices.
Established a modular foundation for future personalization and feature expansion within the Secure Chassis ecosystem.
Future phases include usability testing, personalized member experiences, and ongoing research-driven enhancements.
Impact/Outcome
Although the Pharmacy Overview page launched as an MVP, it established a scalable foundation for Centene's new Secure Chassis member portal. By consolidating essential pharmacy resources into a single, intuitive experience, the design improved consistency across health plans while creating a flexible framework for future enhancements. The project also demonstrated how strong collaboration, existing user insights, and a modular design system can accelerate delivery—even when requirements continue to evolve.
Key Results & Metrics
Created a unified pharmacy experience that consolidated essential tools into a single destination for members and caregivers.
Established a scalable design pattern that can be reused across additional Secure Chassis experiences.
Delivered a responsive, WCAG-compliant solution built on Centene's Fondue Design System for consistency across brands and devices.
Strengthened cross-functional collaboration by aligning product, business, research, content, and engineering teams throughout the design process.
Prepared the experience for future enhancements, including personalization, usability testing, and additional pharmacy capabilities.