A case study by Praxent⌘
Enterprise PBM platform enhances user experience to capture market share
A major pharmacy benefit manager (PBM) had a vision for an integrated, seamless, end-to-end platform.
The company partnered with Praxent to overlay their robust, flexible, and complex platform functionality with a simplified and modern digital experience that would improve marketability and user satisfaction.
Claims Adjudication
Plan Benefit Assembly
Drug Formulary
PBM Customer Configuration
Financial: Payments, Disbursements + Banking
Reporting + Analytics
Rules Engine
Dashboards
Enterprise Design System
- 25+ million covered lives
- 100K+ unique benefit plans
- 4 year ongoing engagement
The challenges
Market Disruptors
Born-digital competitors were entering the market with modern, human-centered platforms.
Complexity
As a legacy product, the platform housed extensive functionality, but the system-centric experience made the platform complex to learn and use for plan administrators.
Personas
Multiple persona types, each with different objectives and work styles, made creating a streamlined experience a challenge.
Onboarding time
The complexity of the system resulted in a lengthy onboarding and implementation process.
Flexibility
Employer groups demanded more flexibility in their plans to secure savings, resulting in the need for more personalized plan configuration.
Consistency
Siloed product teams and limited UI modularity resulted in an inconsistent user experience across the product.
Regulatory Compliance
Consistent regulation changes made prioritizing innovation a challenge.
Transparency
Pressure from regulators on PBMs to offer more transparency around pricing required end-to-end, integrated data feeds and tools to calculate the complex cost.
Birds-Eye Plan View
When investigating claims, analysts needed a way to navigate through and drill down into complex plan configurations.
A partner from end to end
Our client needed a specialized digital experience team that could cut through the complexity of PBM workflows and transform their array of powerful tools into a comprehensive, market-leading platform that wins now and in the future.
Pharmacy Benefits Reimagined
Transparent Drug Costs
The platform offers payers and provider users end-to-end transparency around drug costs to help them better comply with the changing PBM regulatory environment.
Integrated Experience
Users can navigate through the entire product suite of PBM tools through a single unified experience. API-enabled connectivity now creates an integrated and seamless platform.
Streamlined onboarding
Despite the breadth of functionality, onboarding new analysts to the platform is expedited and simplified with a guided onboarding wizard that embeds product education and efficiency best practices into day-to-day usage.
Productivity Enhancers
Power Users benefit from a personalized experience that is crafted for them to improve their efficiency and satisfaction. Features such as recent plans, templates, and enhanced search maximize their productivity.
Consistent Experience at Scale
An enterprise design system and component library unlocks reusability and enables the company to rapidly launch new features with a consistent, modern, user interface.
Simplified Plan Configuration
Innovative new features now enable the company to quickly build even the most complex and customized of plans in the modular plan builder feature which automates repetitive tasks and makes setup a breeze.
Taking the Jargon out of Plans
Analysts, providers, and employer groups can speak the same language with simplified terms and definitions baked into the platform, saving precious time.
Command your Future.™
Tim Hamilton
CEO and Founder, Praxent
