FutureRX
Case Study
FutureRx
FutureRx (FRx) is a healthcare technology platform designed to support health plans and pharmacy benefit managers (PBMs). It offers a cloud-based, modular system that integrates various services, including formulator management, medication adherence programs, and customer service workflows. This platform is particularly useful for Medicare and Medicaid environments, as it ensures full compliance with government regulations from the start.
FRx’s standout feature is its FRx Marketplace, which gives health plans and PBMs access to per-vetted service providers and specialized services such as formulator management, prior authorizations, and drug management programs. Users can buy or sell services through the marketplace, which allows organizations to optimize their workflows without vendor lock-in .Additionally, FutureRx's new PlexxusAI tool leverages generative AI to enhance medication adherence and improve health outcomes, particularly for Medicare Advantage plans
Client
FutureRx
Type
Product design
Year
2018
Country
USA
Problem Statement
Before FutureRx, the PBM industry faced several key challenges:
- Vendor lock-in: Health plans often relied on a single PBM for various services, leading to high costs and inflexibility.
- Compliance complexity: The evolving landscape of Medicare and Medicaid regulations added significant administrative burden.
- Lack of integrated solutions: Many health plans were forced to piece together various software tools, leading to inefficiencies and data fragmentation
Objective & Goals
The primary objective of FutureRx is to revolutionize the pharmacy benefits management (PBM) sector by offering a platform that combines efficiency, transparency, and scalability. FutureRx aims to address key pain points in the healthcare sector, specifically related to prescription processing, compliance, and cost control for healthcare providers, payers, and patients.
Key objectives include:
- Streamline Prescription Management: To simplify and automate the prescription process for PBMs and health plans, enabling quicker decision-making and seamless operations.
- Enhance Compliance: To ensure regulatory compliance by integrating features that help track and report data in line with healthcare regulations like HIPAA.
- Improve Communication: To facilitate better communication between pharmacies, healthcare providers, and patients to reduce errors and improve patient outcomes.
- Provide Scalable Solutions: To offer modular and scalable solutions that can cater to both small health plans and large PBM organizations.
- Cost Efficiency: To help reduce the overall costs associated with prescription management through automated solutions, transparency in pricing, and competitive service marketplace options.
Business Challenges
FutureRx, as a transformative platform in the pharmacy benefit management (PBM) space, addresses several complex challenges that are prevalent in the healthcare and pharmacy benefits industry. These challenges impact its business operations, client relations, and scalability. Below are the key business challenges that FutureRx faces:
Complex Regulatory Environment
Fragmentation in the Healthcare System
Managing High Operational Costs
Adoption and Change Management
Data Security and Privacy Concerns
User Needs
The user needs for FutureRx focus on simplifying and improving the efficiency of pharmacy benefits management (PBM) processes. Key needs include:
Seamless Prescription Management
Data Security and Compliance
Transparent Cost Management
Real-Time Communication
Analytics and Reporting
Features & Functionalities
Product User
Quantitative Research
User Persona
Usability Testing
To ensure FutureRx's UI is highly usable, several rounds of user testing were conducted:
Health plan administrators tested the platform’s dashboard functionality, providing feedback on information density and clarity.
PBM users were involved in testing the marketplace functionality, where feedback on the search and service filtering options led to design improvements
Key insights from usability testing were used to refine the interface, improving task completion times and reducing user frustration.
Design System
Solution
FutureRx offers a modular technology platform that addresses the above challenges by providing:
Pre-configured workflows for services like Rx Prior Authorization, Appeals and Grievances, and Drug Management Programs
Seamless integration with partners like SureScripts and CoverMyMeds to enable smooth communication via fax, phone, email, and mail
The FRx Marketplace, which offers health plans access to a network of pre-vetted service providers. This marketplace allows users to buy and sell services, enabling flexibility without losing control of their data
FutureRx ensures full Medicare and Medicaid compliance right out of the box, eliminating the need for time-consuming and costly customizations
Visual Design
