Optum Rx — Pharmacy Platform UX

01 — Strategic Context

The Largest PBM
in the United States

Optum Rx is the pharmacy benefit management arm of UnitedHealth Group — the largest health insurance company in the United States by revenue. As a PBM, Optum Rx sits at the intersection of every prescription drug transaction: negotiating prices with manufacturers, managing formularies for health plans, and operating the digital infrastructure that pharmacists, technicians, and prescribers use to fill, verify, and authorize prescriptions every day.

This engagement — through Prodigious, Publicis Groupe's digital production network — placed me inside the UX modernization effort for two of Optum Rx's core platforms: Home Delivery Pharmacy (HDP) and Specialty Pharmacy (SP). These are not consumer-facing apps. They're the internal clinical tools that Optum's pharmacists and pharmacy technicians use to process hundreds of thousands of prescriptions daily.

"Designing for pharmacists isn't like designing for consumers. Every interaction happens in a clinical context where errors have patient safety implications."

Why this project matters at scale: Optum Rx processes more than 300 million prescriptions annually. A 2-second reduction in the average time-per-prescription workflow, multiplied across the entire volume, represents thousands of hours of pharmacist time per year — and a measurable reduction in error risk at every interaction point.

OPTUM RX — ENTERPRISE SCALE

Annual prescriptions 300M+

Members served 29M+

U.S. PBM market rank #1

PA approval time (new) <30s

Average member drug cost $5

PROJECT DELIVERABLES (HDP + SP)

📄

SP User Persona Documentation

Specialty Pharmacy user research — external role definition

📊

Specialty Top 10 — Opportunities & Recommendations

Prioritized UX improvements for SP platform (Dec 2024)

👥

Users HDP — Home Delivery Pharmacy

User roles and workflow documentation for HDP platform

📋

HDP Top 10 Ranking & Details

Prioritized improvements with implementation details

02 — Two Platforms, One Mission

Home Delivery vs. Specialty —
Not the Same Product

A critical early discovery: HDP and Specialty Pharmacy are not just different feature sets — they serve fundamentally different clinical contexts, user types, and urgency levels. Designing for them required two distinct mental models.

🏠

PLATFORM 01

Home Delivery Pharmacy

Mail-order prescription fulfillment for maintenance medications — chronic conditions that require ongoing, predictable refills. Think diabetes management, blood pressure, cholesterol. The primary challenge here is scale and efficiency: processing high volume with precision and minimal pharmacist intervention on routine fills, while surfacing exceptions that genuinely need human review.

High-volume prescription queue management

Auto-refill enrollment and scheduling

Shipping, delivery tracking, and confirmation

Drug interaction alerts and exception flagging

Payment processing and FSA/HSA support

Key UX challenge: 50,000+ scripts processed daily. The interface must route urgent cases to pharmacist attention without burying them in routine queue noise.

💊

PLATFORM 02

Specialty Pharmacy

High-cost, complex medications for serious conditions — oncology, rheumatology, rare diseases, MS, HIV. Average cost per prescription: $5,000–$50,000+. These are not routine fills. Every prescription involves clinical judgment, prior authorization, insurance coordination, patient counseling, and often cold-chain logistics. One error doesn't just waste a refill — it can interrupt critical therapy.

Prior authorization management and tracking

Specialty drug adherence and clinical monitoring

Patient assistance programs and financial support

Oncology provider coordination and adverse event tracking

Cold-chain and infusion site coordination

Key UX challenge: Complexity, not volume. Each SP case may take 2–3 days of coordination across pharmacists, prescribers, and insurance teams. The interface must support longitudinal case tracking, not just transactional fills.

HDP vs. SPECIALTY — KEY DESIGN DIFFERENCES

DIMENSION	HOME DELIVERY (HDP)	SPECIALTY PHARMACY
Primary user need	Speed + accuracy at scale	Case management + clinical context
Decision complexity	Low per transaction, high overall volume	High per case, requires longitudinal view
Error consequence	Wrong dosage, wrong member, wrong address	Interrupted therapy, adverse event, $50k+ waste
Primary interface pattern	Queue management + exception handling	Case timeline + multi-stakeholder coordination
UX priority	Minimize clicks per routine fill	Surface complete clinical picture per case

03 — User Research & Personas

Three Roles.
Three Mental Models.

A key deliverable of this engagement was producing SP User Persona documentation and Users HDP role mapping — defining exactly who uses each platform, what they need, and where the current system creates friction. Designing for "pharmacy users" as a single persona would have been the wrong approach from day one.

The discovery that shaped everything: Pharmacists, pharmacy technicians, and prescribers sit in the same workflow but have fundamentally different information needs at each step. What a pharmacist needs to see to make a clinical decision is different from what a technician needs to see to fill an order efficiently. Designing one screen to serve all three created the exact confusion we were hired to fix.

Role 01 — HDP + Specialty

👩‍⚕️

The Pharmacist

Clinical decision-maker · License at stake

Final clinical authority on every prescription. Needs comprehensive drug information, patient history, interaction alerts, and clinical context — but not the operational details of queue management. Working under time pressure with 50,000+ daily scripts means they need information hierarchically structured so critical cases surface first.

PRIMARY NEEDS

Complete drug profile with contraindications and interactions

Patient medication history and adherence data

Prior authorization status and clinical notes

Urgent/exception queue prioritization

Clinical counseling workflow for specialty drugs

TOP PAIN POINT (pre-redesign)

Critical drug interaction alerts buried in the same visual hierarchy as routine processing confirmations. Pharmacists were desensitized to alerts because 90% were irrelevant to their immediate queue.

Role 02 — HDP Primary

🧑‍💼

The Pharmacy Technician

Operational executor · Volume specialist

The backbone of Home Delivery Pharmacy operations. Processes the highest volume of transactions, handles insurance verification, packaging, and shipping coordination. Needs operational efficiency above all — a clean workflow with minimal friction for routine fills, and clear escalation paths when something needs pharmacist review.

PRIMARY NEEDS

Fast queue processing with keyboard-first workflows

Insurance eligibility verification and copay calculation

Shipping label generation and tracking

Clear escalation trigger for pharmacist review

Auto-refill management and patient outreach tools

TOP PAIN POINT (pre-redesign)

The same dense clinical information designed for pharmacists was shown to technicians, who don't need drug interaction data to process a routine refill — creating cognitive overload and slower processing times.

Role 03 — SP External

👨‍⚕️

The Prescriber / External

Occasional user · Context-switching

Physicians, oncologists, rheumatologists, and nurse practitioners who interact with the Specialty Pharmacy platform to check prior authorization status, respond to clinical queries, and receive adverse event notifications. They're not full-time users — they interact intermittently between patient appointments, with no time to learn complex interfaces. Documented in the SP User Persona as "Externos."

PRIMARY NEEDS

PA status at a glance — approved/denied/pending

Simple response interface for clinical queries

Patient drug history summary (no operational noise)

Adverse event reporting with minimal friction

Zero learning curve — infrequent interaction

TOP PAIN POINT (pre-redesign)

The prescriber-facing interface required navigating through operational pharmacy queue screens to reach the specific prior authorization or clinical query relevant to their patient — designed for pharmacists, used by doctors who find it unusable.

THE FINDING THAT CHANGED THE DESIGN DIRECTION

distinct user roles with incompatible information needs sharing one interface

90%

of clinical alerts shown to technicians were irrelevant to their workflow — creating alert fatigue

distinct role-based views existed in the prior system — one screen for all three user types

04 — Specialty Pharmacy — Top 10 Prioritization

The Most Important
Systematic Artifact

One of the core deliverables of this engagement was a structured Specialty Top 10 — Opportunities & Recommendations document produced in December 2024. This was the output of a full research synthesis and prioritization exercise: mapping all identified UX problems in the Specialty Pharmacy platform, scoring them by impact and feasibility, and producing an actionable ranked roadmap.

💊 SPECIALTY TOP 10 — PRIORITIZED OPPORTUNITIES (Dec 2024)

#	OPPORTUNITY	IMPACT	EFFORT
01	Role-based information hierarchy — pharmacist vs. technician view separation	HIGH	MED
02	Prior authorization status tracker redesign — real-time status with action triggers	HIGH	HIGH
03	Drug interaction alert severity triage — clinical vs. informational alert separation	HIGH	LOW
04	External prescriber portal — simplified PA check and response for physicians	HIGH	HIGH
05	Specialty case timeline — longitudinal view of multi-day prescription coordination	MED	MED
06	Patient financial assistance program discovery — surfacing eligible programs at Rx entry	MED	LOW
07	Mobile-responsive interface for prescriber PA check — zero-download	MED	MED
08	Adverse event notification integration with prescriber EHR workflow	MED	HIGH
09	Cold-chain prescription tracking and temperature alert integration	MED	MED
10	Accessibility audit and WCAG 2.1 AA compliance remediation for all SP screens	LOW	LOW

How the Top 10 was built

Research synthesis from 3 sources

Stakeholder interviews with pharmacists and technicians, user session observation, and platform UX audit across both HDP and SP workflows.

Impact/effort scoring matrix

Each identified opportunity scored independently by patient safety impact, frequency of encounter, and implementation complexity — then ranked.

Stakeholder validation

Ranking presented to Optum product owners and clinical leads. Two items reranked based on upcoming regulatory requirements. Final deck delivered December 2024.

Phased implementation roadmap

Top 3 items defined as Q1 2025 sprint priorities. Items 4–7 as Q2. Items 8–10 as backlog with dependency on third-party integrations.

Why this format matters: A UX opportunity list without prioritization is just a wish list. The Top 10 format forced hard choices about what we'd actually design vs. what we'd document for later — making the engagement immediately actionable rather than producing a 200-page research report nobody reads.

05 — Interface Design Work

Designing for Clinical
Environments

The interface work for Optum Rx operated under constraints that don't exist in consumer product design. Every design decision was evaluated against: Does this reduce cognitive load for a pharmacist processing 500 scripts today? Does this surface critical patient safety information without overwhelming routine operational noise? Is this HIPAA-compliant in how it handles PHI?

Prior Authorization — The Most Complex Flow

Prior authorization (PA) was the single highest-pain workflow in Specialty Pharmacy. Before redesign: average approval time was 8.5 hours. Optum Rx's PreCheck PA system reduced this to under 30 seconds for automated approvals — but the UX needed to surface this correctly to pharmacists, so they could act on PA statuses without hunting through screens.

🔒 pharmacy.optumrx.com/specialty/prior-authorization

PA STATUS QUEUE

URGENT · Expired

Sarah M.

Humira 40mg

Pending Review

Linda R.

Keytruda 200mg

PreCheck Auto

James T.

Ozempic 1mg

Approved

Robert K.

Jardiance 10mg

Awaiting Info

Maria C.

Enbrel 50mg

PRIOR AUTHORIZATION · SPECIALTY PHARMACY

Sarah M., 54 — Humira 40mg/0.8mL

PA#: OPT-2025-PA-00847 · Rheumatology · Prescriber: Dr. Johnson

⚠ PA EXPIRED

✓

Submitted

Jan 15

✓

Approved

Jan 16

↺

Active

Jan 16 – Apr 15

EXPIRED

Apr 16

→

Renew

DRUG INFORMATION

Humira (adalimumab) 40mg/0.8mL

TNF inhibitor · Rheumatoid arthritis

Sig: Inject subcutaneously every 2 weeks

Refills remaining: 2

⚠ DRUG INTERACTION ALERT

Humira + Methotrexate (co-prescribed)

Monitor: increased immunosuppression risk. Clinical review required before dispensing.

Severity: Moderate · Documented by prescriber

Initiate PA Renewal

Contact Prescriber

View History

Override (Auth)

Prior Authorization detail view — Specialty Pharmacy. Status timeline, drug interaction alert with severity classification, and role-appropriate action buttons. Pharmacist view shown (full clinical context). Technician view would hide the drug interaction panel and show operational actions only.

Home Delivery Queue — Technician View

The HDP queue is the highest-volume interface in the system. Pharmacy technicians process hundreds of prescriptions per shift. The design principle: routine fills should require zero extra clicks; exceptions should be impossible to miss.

🔒 pharmacy.optumrx.com/hdp/queue · Technician View

Tech: J. Rivera

Process Next

Batch Auto-Refills

🔍 Search member, Rx#, drug...

Filter: Exceptions (7) Auto-refill New Rx

Queue: 247

MEMBER MEDICATION FILL TYPE DAYS SUP. COPAY STATUS ACTION

🔴 Sarah M., 54 Humira 40mg/0.8mL Specialty 30 days $15.00 PA Expired

Escalate

🟢 James T., 67 Ozempic 1mg/dose Auto-refill 90 days $5.00 Ready

Process

View

🔵 Maria C., 38 Metformin 1000mg New Rx 90 days $0.00 Verify

Verify & Fill

🟢 Robert K., 71 Jardiance 10mg Auto-refill 90 days $5.00 Ready

Process

View

Showing 4 of 247 — 7 exceptions require attention · 168 auto-refills ready to batch process

HDP Queue — Technician View. Color-coded priority system: red = escalation required, green = ready to process, blue = needs verification. Batch processing button for auto-refills reduces clicks by 90% for routine fills. Exceptions always surface at the top regardless of sort order.

06 — Patient & Pharmacist Journey

The Full Prescription
Experience Map

The journey map for Specialty Pharmacy spans multiple days and multiple actors — pharmacist, technician, prescriber, and patient. Understanding this full arc was essential to designing interfaces that supported the complete workflow, not just individual transactions.

Specialty Pharmacy — Full Prescription Journey

Persona: Specialty Pharmacist · Scenario: New specialty Rx — prior authorization required

STAGE	Rx Received	Benefit Check	Prior Auth	Clinical Review	Dispense	Delivery	Follow-up
ACTION	New Rx enters queue from prescriber EHR. Technician verifies member eligibility and plan benefits.	Insurance coverage verified. Copay calculated. Formulary tier confirmed.	PA request submitted. PreCheck Auto evaluates in <30s. If manual: clinical notes sent to prescriber.	Pharmacist reviews drug-drug interactions. Contacts prescriber if clarification needed. Final clinical approval.	Prescription filled, labeled, verified by pharmacist. Cold-chain packaging if required.	Shipped to member or infusion site. Tracking initiated. Member notified via app/text.	Adherence check at 30 days. Adverse event monitoring. Refill reminder sent.
FEELING	😐 Neutral routine	😐 Focused	😟 Frustrated wait	🧐 Focused clinical	🙂 Confident	😊 Satisfied	😁 Proactive
OPPORTUNITY	Smart queue routing — route specialty Rx directly to SP queue, not general HDP	Real-time benefit check with instant formulary tier display — no manual lookup	PreCheck PA automation surface — show PA status in <30s at queue level, not buried in detail view	Contextual drug interaction alerts with severity level — critical only, not informational noise	One-click cold-chain packaging flag based on drug type — no manual selection	Proactive delivery failure detection — alert before member calls about missing package	AI-powered adherence prediction — flag members at-risk of non-adherence before they miss doses

07 — Key Design Decisions

The Hard Calls in a
HIPAA Environment

Designing for Optum Rx meant every decision had regulatory, clinical, and operational dimensions simultaneously. These are the moments where the right answer wasn't obvious — and where the reasoning mattered as much as the output.

DECISION 01 — Most Impactful

Role-based information architecture over a single unified view

The existing system showed the same screen to pharmacists, pharmacy technicians, and external prescribers. Our research showed that technicians were experiencing cognitive overload from clinical data they couldn't act on, while pharmacists were struggling to find the clinical context they needed buried under operational noise. The temptation was to add tabs or filters to the existing view.

CONSIDERED

Add a role filter to the existing interface — let users toggle between "pharmacist mode" and "technician mode" on demand.

DECIDED

Separate information architectures per role, determined at login. No toggling — a pharmacist never needs to see the technician queue, and vice versa.

Why the toggle was wrong: A toggle implies both views are equally valid for one user. They're not — these are distinct professional roles with distinct responsibilities and liability. A technician toggling into "pharmacist view" could attempt clinical decisions outside their scope of practice. The architectural separation enforces professional boundaries, not just UI preferences.

DECISION 02 — Most Debated

Alert severity classification over comprehensive alert display

The existing system showed every drug interaction alert to every user on every prescription, regardless of clinical severity. The result: pharmacists were seeing 50+ alerts per shift, 90% of which were low-severity informational notices. Classic alert fatigue — and a direct patient safety risk, because critical alerts were getting dismissed along with routine ones.

STAKEHOLDER PUSH

"Show all alerts — we can't be responsible for what the pharmacist misses if we suppress anything." Legal/compliance default position.

UX POSITION

Alert fatigue from undifferentiated alerts IS a patient safety risk. A system that cries wolf on every interaction desensitizes pharmacists to the critical alerts that actually matter.

How we resolved the compliance tension: All alerts are still surfaced — but with a severity classification system. Severity 1 (contraindicated) triggers a mandatory review step that can't be bypassed. Severity 2 (moderate) shows in context with a one-click acknowledge. Severity 3 (informational) is accessible but not surfaced unless the pharmacist requests it. Compliance is maintained; alert fatigue is reduced.

DECISION 03 — Most Technical

PHI display minimization as a design principle, not just compliance

HIPAA requires that protected health information (PHI) is only displayed to the minimum extent necessary for the task at hand. We had to design for this not just as a legal checkbox but as an actual UX constraint — what member information does a technician processing a refill actually need vs. what does a pharmacist doing clinical review need?

What this changed in practice: The technician queue shows member first name + last initial + age + drug name. Full member details only appear after the technician opens the prescription record. The pharmacist view shows complete patient history immediately. Same regulation, different implementation per role — because the minimum necessary PHI is different for each workflow. This isn't just HIPAA compliance; it's cleaner UX for technicians who don't need the noise.

DECISION 04 — Hardest to Argue

PreCheck PA status must surface at queue level, not just in detail view

Optum Rx's PreCheck Prior Authorization system can approve a PA in under 30 seconds — but if the pharmacist has to open a prescription detail view to check PA status, they're still adding time and cognitive load to every specialty Rx in the queue. The engineering team initially resisted surfacing PA status in the queue table because "it adds too much information density."

ENGINEERING VIEW

PA status is "advanced information" — it belongs in the detail view to keep the queue table clean and performant.

UX POSITION

PA status is the single most time-sensitive piece of information in the specialty queue. A pharmacist shouldn't have to click into a record to know if they can dispense it.

How we won this: Calculated the cumulative time cost. Specialty pharmacist opens 80+ SP records per shift. If PA status requires an extra click + load time per record, that's 80+ extra interactions × ~15 seconds each = 20 minutes of unnecessary navigation per pharmacist per shift. Across a 50-pharmacist SP operation, that's 1,000 minutes of time waste per day that PreCheck PA was designed to eliminate. The data ended the debate.

08 — Obstacles & How We Navigated Them

Enterprise Healthcare UX
Is Never Clean

Obstacle

Regulatory compliance vs. UX clarity in direct conflict

The legal and compliance teams had a consistent position: "show everything, let users decide what to read." This was their safe harbor. If they suppressed any information and something went wrong, they'd be exposed. But undifferentiated information display was producing alert fatigue that created its own patient safety risk.

Resolution

Built the case on clinical outcomes, not UX aesthetics. Alert fatigue is a documented, published clinical safety concern. Framing the design recommendation in clinical terms — rather than "it looks cleaner" — changed the conversation from preference to evidence.

Obstacle

No direct access to end users during research

HIPAA and enterprise security restrictions meant we couldn't observe actual pharmacists processing real prescriptions in the production environment. We were designing for a workflow we couldn't directly watch with live data.

Resolution

Structured interviews with pharmacists and technicians in anonymized session environments (no PHI). Combined with published literature on pharmacy workflow UX and Optum's own internal operational metrics. Triangulated findings across three sources rather than relying on direct observation alone.

Obstacle

Designing for the most risk-averse stakeholder environment possible

In consumer UX, a failed experiment costs you session time. In pharmacy UX, a failed experiment can affect patient care. This reality made every stakeholder more risk-averse than in any other environment I've worked in — including emergency medical dispatch at Traumasoft.

Resolution

Framed all recommendations as hypotheses with explicit test protocols rather than proposed solutions. "Here's what we believe, here's why, here's how to validate it with minimal risk." This language reduced stakeholder anxiety by making the uncertainty explicit rather than hiding it behind confident-sounding recommendations.

Obstacle

Three stakeholder groups with genuinely conflicting priorities

Pharmacists wanted more clinical context. Technicians wanted less friction. Prescribers wanted simplicity. These weren't compatible if we were designing one system — they became compatible only with role-based separation. Getting all three groups to accept that their needs required different interfaces (not a shared one with filters) required a facilitated alignment session.

Resolution

Workshop session where each role described their worst day using the current system. When technicians described being distracted by clinical alerts, pharmacists described missing critical ones, and prescribers described getting lost in operational screens — the case for role separation made itself. Stakeholders aligned because the problem was visible, not because we argued the solution.

09 — Impact & Learnings

What Healthcare Enterprise
UX Taught Me

2nd

Healthcare enterprise UX engagement — after Traumasoft. Two very different clinical contexts.

Top 10

Prioritized UX opportunities delivered for both HDP and Specialty Pharmacy platforms

PBM in the U.S. — the largest and most complex pharmacy benefit context possible

Clinical UX requires a different risk model than consumer UX

In consumer products, I design for delight and efficiency. In clinical pharmacy, I design for safety first, efficiency second, and delight not at all. This changes everything — from how I write error messages (use clinical language, not friendly copy) to how I design confirmation steps (friction is sometimes correct) to how I argue for simplicity (show the patient safety argument, not the UX argument).

Role-based UX is not optional in multi-role enterprise systems

The single biggest UX failure mode in enterprise healthcare software is designing one interface for multiple roles and adding filters. Roles don't just have different preferences — they have different responsibilities, different liability, and different cognitive needs. Designing for all three roles simultaneously required holding three completely different mental models of "what success looks like" in parallel.

Alert fatigue is a design problem, not a user training problem

The instinct of clinical systems teams when pharmacists report missing alerts is to add training. "Pharmacists need to read alerts more carefully." This is the wrong frame. If 90% of alerts are irrelevant to the user's current task, the system is trained wrong — not the pharmacist. Redesigning the alert taxonomy reduced cognitive load without removing any information from the system.

The most important design conversations happen before the wireframes

The Top 10 prioritization exercise — before any UI work began — was more valuable than any single screen I designed. Getting stakeholders to agree on what the 10 most important problems were, in order, prevented the scope creep and directional pivots that kill enterprise engagements. The research and prioritization work is the design work. The wireframes are just the visible output.

PORTFOLIO POSITIONING

"Contributed to enterprise UX modernization for Optum Rx (UnitedHealth Group's PBM) through Prodigious / Publicis Groupe, designing multi-role prescription workflows for pharmacists, pharmacy technicians, and prescribers within HIPAA-aligned clinical environments."

10 — Real Prototype Work

Add New Prescriber Flow —
Advanced Interactive Prototype

One of the deliverables I built for Optum Rx was a fully interactive Figma prototype for the "Add New Prescriber" and "Prescriber Profile" flows — the interface used by pharmacists and pharmacy technicians to register and manage prescriber credentials, NPI numbers, DEA numbers, addresses, and contact methods in the Specialty Pharmacy system.

SCREEN 01 — ADD NEW PRESCRIBER

figma.com/proto/NoA1458STfS57CA1xT3lxX

Add New Prescriber

Prescriber Name

First Name *

Last Name *

Middle Initial

Alias

Contact Information

Address line 1

Address Line 2

City

State

Select▾

Zip

Number

Ext

Type

Select▾

Credentials

NPI

DEA

Cancel

Add Prescriber

Empty state — form validation requires First Name, Last Name, and NPI/DEA credentials. Structured sections: Name → Contact Info (with dynamic address blocks) → Credentials.

SCREEN 02 — VALIDATION ERROR STATE

figma.com/proto — Validation Error

Add New Prescriber

⚠️ Alert Error Message

Prescriber Name

First Name *

Last Name *

Middle Initial

Alias

Address line 1

City

State

Select▾

Credentials

NPI

DEA

Cancel

Add Prescriber

Validation error state — required fields (First Name, Last Name) highlighted in red with an inline alert banner at the top. The prototype demonstrates real-world form validation behavior for clinical data entry.

SCREEN 03 — PRESCRIBER PROFILE (Post-creation view)

figma.com/proto — Prescriber Profile

Prescriber Profile

Johnathan A Smith Active 🔔

Alias

John

NPI

0000000000

DEA

WW0000000

Address	City	State	Status
Jean Baptiste Point du Sable Lake Shore Drive	Chicago	IL	Verified

Address Information

Address

Jean Baptiste Point du Sable Lake Shore Drive

Current Time

HH:MM PM

SPI

000000000012341

Contact Methods

Number	Ext	Type	Last Outreach	Usage Type	Status	Fax
(123) 000-1234	1231	Landline	28/04/2025	Prescription	Inactive	—

Add New Contact Methods

Number

Ext

Type

Select Type▾

+ Add New Address

Cancel

Update Prescriber

Prescriber Profile — shows the complete clinical credential view after a prescriber has been added. Key fields: NPI (National Provider Identifier), DEA (Drug Enforcement Administration) number, verified address table, contact methods with Usage Type (Prescription/Fax), Last Outreach date, and SPI identifier. The "Verified" status badge confirms address validation against the national prescriber registry.

Why this prototype demonstrates senior-level thinking

NPI + DEA as required credentials

NPI is federally required for any prescriber in the U.S. healthcare system. DEA is required for controlled substance prescribers. The form architecture reflects real clinical compliance requirements — not invented fields.

Address verification with "Verified" status

Prescriber addresses must be validated against the NPI registry for prescription routing. The "Verified" badge + Selected row design communicates which address is currently active for prescription dispatch.

Contact methods with Usage Type

Pharmacies contact prescribers for different reasons (prescription clarification, PA support, adverse events). The Usage Type field (Prescription/Fax/Other) allows routing logic to select the right contact method automatically.

Validation error UX with inline alert

The error state shows the alert banner + field-level red highlights simultaneously. This follows clinical form UX best practices: never let a user submit incomplete clinical data silently.

INTERACTIVE PROTOTYPE Open prototype ↗

Click through the prototype — Add New Prescriber form → validation error state → Prescriber Profile view. Built with conditional interactions in Figma.

DESIGN PRESENTATION VIDEO

Video walkthrough of Optum Rx designs

A recorded presentation walkthrough of the Optum Rx UX work — showing the design decisions, the interface screens, and the rationale behind the prescriber flow. Available on request due to NDA constraints.

Watch Presentation Video

Pharmacy Platform Modernization

The Largest PBMin the United States

Home Delivery vs. Specialty —Not the Same Product

Three Roles.Three Mental Models.

The Most ImportantSystematic Artifact

Designing for ClinicalEnvironments

Prior Authorization — The Most Complex Flow

Home Delivery Queue — Technician View

The Full PrescriptionExperience Map

The Hard Calls in aHIPAA Environment

Enterprise Healthcare UXIs Never Clean

What Healthcare EnterpriseUX Taught Me

Add New Prescriber Flow —Advanced Interactive Prototype

Pharmacy

Platform

Modernization

The Largest PBM
in the United States

Home Delivery vs. Specialty —
Not the Same Product

Three Roles.
Three Mental Models.

The Most Important
Systematic Artifact

Designing for Clinical
Environments

The Full Prescription
Experience Map

The Hard Calls in a
HIPAA Environment

Enterprise Healthcare UX
Is Never Clean

What Healthcare Enterprise
UX Taught Me

Add New Prescriber Flow —
Advanced Interactive Prototype