Medical Prescription Payment Plan

We 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.

Our goal was to proactively surface opportunities for support before issues became pain points. 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.