Cawalees is a healthcare IT company that pioneered the first commercially available pharmacy benefit management systems more than 20 years ago. Today their product supports 35 payers and administrators representing more than 34 million individuals across all lines of business in commercial and government markets.

01 Research & Discovery

Their existing product had over 500 pages of dynamic content and a seemingly endless feature set that was capable of doing everything from customer service to the
creation of company benefits plans. We needed to learn to use this robust app to help us understand how to make it better

Understanding the good and the bad

User research helps us understand who is using the app and how they are using it. What do they like? What do they hate? By watching them use the app like they normally would, asking them to think out loud as they work, and taking notes as they speak, we start to notice some patterns emerge. Pretty soon the common pain points were becoming clear.