Medical Prescription Payment Plan

I created a detailed technical touchpoint map that illustrated the ideal member journey for those using a medical prescription payment plan, while also identifying potential points of friction along the way.

The map was designed to anticipate where members might encounter confusion or challenges, and it was paired with a strategic readout that outlined key member needs and likely questions at each stage.

I led the creation of the touchpoint map, designed the full presentation, and helped deliver the final readout to stakeholders—ensuring the outputs were clear, actionable, and aligned with member experience goals.