A platform built for 2020
I joined CVS's digital team — formed under the Operation Warp Speed (OWS) initiative — as the first doses of the COVID-19 vaccine became available to the public.
CVS's role during the pandemic was to work closely with government agencies, health officials, manufacturers, and distributors to expedite COVID-19 testing and vaccines.
We were tasked with maintaining trust and delivering critical healthcare services in the face of ongoing, post-2020 disruptions and shifting public needs.
Navigating complexity without a map.
Each year introduced new complexity — we adapted the experience to match.
2020 Building trust in uncertain times: Combating misinformation with credible, clear health guidance. Making COVID-19 testing accessible when people needed answers fast. Streamlining vaccine appointment scheduling during the chaotic early rollout.
2021 Reducing cognitive load: Helping users understand the differences between vaccine options without overwhelming them. Meeting the highest accessibility standards following DOJ settlement requirements.
The original system was built using Sketch and InVision but lacked a cohesive design system library, resulting in inconsistencies across the enterprise. Additionally, it had to navigate complex constraints tied to manufacturer-specific COVID-19 vaccine requirements, along with strict safety protocols governing the timing between doses.
2022 Simplifying the experience: Enabling group scheduling for flu and COVID-19 vaccines — families shouldn't have to book one person at a time. Managing the constraint of single vaccine brands per location while keeping scheduling intuitive. Honoring strict dosing intervals without making users do the math.
2023 Unifying the platform: Merging CVS and MinuteClinic scheduling into one experience. Customers saw one company — the product needed to reflect that.
CVS transitioned from Sketch and InVision to Figma, enabling the development of an enterprise-wide component library to drive consistency and enhance accessibility across the organization. With the release of the annual COVID-19 vaccine, we were able to simplify the design by eliminating complex error summaries and handling. This shift removed previous constraints related to manufacturer requirements and strict dosing timeframes.
2024 Making it personal: Remembering users and their caregiving relationships. Surfacing what they specifically need, when they need it.
We reimagined the vaccine scheduling process to deliver a patient-centric experience that reflects, "We know you." This included introducing patient lookup and authentication, streamlining the scheduling process from approximately 18 steps down to just 9. Users now have access to a comprehensive view of all their dependents on file, making scheduling easier for families. A significant brand shift from red to cobalt further aligned with the enhanced user experience and more.
We also introduced a map view, helping patients orient themselves to nearby locations. Additionally, we consolidated multiple lines of business into a unified interface, showcasing the full range of available services.
Design
In 2021, I joined the vaccine scheduling team as a UI Designer, partnering with UX designers, engineers, and product managers to design appointment scheduling experiences across iOS, Android, and desktop. I regularly presented work to senior stakeholders and helped ship critical features during the height of the vaccine rollout.
In 2022, I co-led the launch of group scheduling — enabling families to book multiple appointments at once — ahead of competitors. That same year, I transitioned into an Experience Designer role, taking on end-to-end ownership across UX and UI rather than working from handoffs. I led the migration from Sketch/InVision to Figma, rebuilding all flows and updating components to align with CVS's new design system.
Also in 2022, the DOJ announced a settlement with CVS under the ADA, requiring the elimination of barriers preventing individuals with disabilities from accessing COVID-19 vaccination information and scheduling online. I served as the dedicated designer for rapid-response accessibility projects over a three-month period — owning fixes end-to-end from identification to delivery.
In 2023, the Immunizations team merged with Health Services (MinuteClinic), growing the team and accelerating turnaround times. I helped create a unified scheduling experience — from a consumer perspective, CVS and MinuteClinic were the same company, and the product needed to reflect that. As we scaled, I collaborated with the team to implement the CVS Design System and introduce Auto Layout in Figma, which became foundational to how we maintained consistency at speed.
In 2024, we pushed personalization further — remembering caregivers and dependents, surfacing relevant recommendations, and building a true in-app experience for iOS, Android, and desktop simultaneously. My role expanded beyond visual design: adding accessibility annotations to Figma files for engineering handoff, collaborating directly with content strategists to integrate copy in real time, and presenting work regularly to stakeholders.
Design → Release → Validate → Refine.
Phase 1 — Design: The pandemic demanded speed. Discovery, journey mapping, and persona development happened in parallel with design — not before it. We moved from wireframes to high-fidelity mockups quickly, critiquing with stakeholders and engineers along the way.
Phase 2 — Release: Ship fast. Get it into users' hands.
Phase 3 — Test: Test with real users. Analyze voice of customer feedback. Identify drop-off points in Quantum Metrics. Run A/B tests to see what performed better.
Phase 4 — Refine & Iteration: Implement fixes and ship in two-week sprints.
Then Repeat. This cycle ran continuously as pandemic needs shifted — new vaccine versions, eligibility expanding to children, updated CDC guidance, group scheduling requirements. Each change restarted the loop.
Measurable improvement in user efficiency and adoption.
Measured outcomes from the 2024 redesign
"This app is easier to use than it was the last time I used it in 2023. Very easy to schedule appointments, especially for more than one individual."
What I'd do differently.
This project came with inherent constraints — high public visibility, urgent timelines, and constantly shifting requirements. Given more time, I would have pushed for deeper discovery before design and closer alignment between content and design timelines. We often handed off to development before copy was finalized, which created downstream friction.
The rollout of a company-wide design system added another layer of complexity. Developers needed time to implement new components properly while also meeting strict accessibility requirements tied to the DOJ settlement — two priorities that sometimes competed for bandwidth.
Our biggest usability gains came when those constraints eased and we had room to be more deliberate. That said, the team adapted remarkably well under pressure. We iterated quickly, stayed aligned, and delivered when it mattered most. With more time and breathing room, the process could have been smoother — but I'm proud of what we shipped together.