Case Study: CoverMyMeds achieves faster, patient-centered prescription prior authorizations with UserTesting

CoverMyMeds eases patient pain points by improving prescription authorization process

CoverMyMeds, a Columbus‑based B2B healthcare tech company founded in 2008, streamlines the prescription prior authorization (PA) process to help patients get medications faster. The company needed to improve communication and workflows between doctors, pharmacies and insurers while keeping patient needs front and center, since patients are often left out of existing healthcare processes.

To do that, CoverMyMeds instituted weekly “Discovery Days” using UserTesting’s Live Conversation—real‑time patient interviews with cross‑functional observers who capture insights on Post‑its and iteratively map findings. The practice cut recruitment time from weeks to days, lowered costs, generated clearer personas and behavioral insights, built team empathy and alignment, and produced actionable product improvements that better serve patients—helping the company support over 108 million patients.

CoverMyMeds

Frank Rosile

UX Designer