GoodRx Product Subscriptions May 15, 2021

Healthcare

Leading teams to help consumers live healthier lives and gain access to affordable healthcare.

Design

UX/UI direction, Design & Product Strategy, Management
Type

GoodRx (In-house)
Duration

1.5 years

GoodRx is known for providing discount coupons on prescriptions. However, its purpose is much more than that — GoodRx aims to bring affordable healthcare to more Americans through many avenues. During my time at GoodRx I was able to guide and influence the product design and business goals across touchpoints/verticals, build and foster healthy teams, define process and culture, and ultimately deliver features that helped Americans get access to more affordable healthcare while supporting the GoodRx business. I joined the team as lead for the subscription business, GoodRx Gold, and later expanded to manage two other verticals’ design teams — Rx Management and Rewards.

Strategy & Vision

A critical part of my job was to define and create tangible strategies for verticals’ big bets and visions with my product partners. I would lead workshops, source new user research & data, push prioritization conversations, and manage stakeholders. Examples:

How might we change our subscription business and offerings to help a new user base?
How might we simplify users’ experiences by consolidating products (that were originally built for very different reasons) across business units?
How might we prepare our experience, business, and infrastructure for future partnerships with new pharmacies and business chains?

Engagement

Much of my teams’ product work included investigating ways to help the user with their healthcare needs while increasing engagement with GoodRx. This included:

Helping users easily utilize and understand their benefits
Helping them understand how to save even more
Encouraging healthy habits

Growth

Being a consumer-facing, publicly traded company, Growth was always top of mind. My growth teams had to balance helping users find new beneficial products without hindering their current experience or cannibalizing other business units.

Upsell improvements and testing
Registration optimization and membership adjustments
Collaboration with other business units’ strategies and research

Credits for individual contributors:

— Isaac Park, Senior Product Designer

— Kate Johnson, Senior Product Designer

— Lucia Anaya, Senior Content Designer

With all in-progress projects, I established consistent check-ins and critiques with my designers and larger groups — to provide feedback, ensure design quality and UX consistency, and maintain project timelines.

I had the opportunity to both build design teams and help evolve established teams. This required creating a trusting and open environment for growth and feedback as well as setting process and collaboration standards.

GoodRx was going through many growing pains. I identified opportunities to improve processes at multiple levels. After identifying the pain points, I outlined and advocated for process tweaks and overhauls by gaining support from partners. Examples: vertical overview roadmaps, RACI throughout the creative process, and design org meeting cadences.

I also found opportunities to contribute to the wider culture. I improved our design interview process, created an employee appreciation program to recognize outstanding designers, and helped establish career-leveling ladders definitions.