I’m a Lead User Experience Designer and Researcher at CVS Health focused on making healthcare more inclusive and secure.
He/Him • Boston, MA
Case studies
A curated collection of my past work.
Password protected content
Case study passwords are included with my résumé. Contact me if you have any issues accessing my work.
Leading a Password-less Account Strategy
Orchestrated an enterprise effort to provide secure and seamless access to patient Protected Health Information (PHI).
Coming soon
Web
iOS
Android
Real-time Seamless Account Recovery
Removed access barriers with a secure self-service mobile number change feature.
Web
Access as Easy as Picking up at the Pharmacy
Evaluated date of birth authentication perception, increasing sign in success rate by 5.3%.
Web
iOS
Android
CVS Caremark Client Customization Experience
Led a Service Design effort to remove process barriers and improve implementation efficiency.
Web
Insurance Dashboard Navigation Consolidation
Information Architecture research that defined the roadmap for a task-based navigation structure.
Web
Recent writing
Essays and articles on strategy, process, and similar design topics. Thoughts and opinions are my own.
Senior UX Architect and Strategist
CVS Health
“I had the privilege of working closely with John Hurley on a mission-critical project unifying the login experience across our enterprise. His commitment to improving the user experience and his ability to iterate and refine the login process based on our shared vision was instrumental in our success. John is not only a highly skilled UX professional but also a great collaborator and leader. I wholeheartedly recommend John Hurley for UX leadership roles, especially on projects that require innovative thinking, strategic insight, and an unwavering commitment to exceptional user experiences.”
1 out of 14
UX/UI Designer
CVS Health
“Been working close lately with John and want to recognize how transparent he is with all the changes going on. With all the transitions occurring handing off work to us, he instills trust in our to all work together.”
2 out of 14
Principal Architect, Member-Facing Identity Management
CVS Health
“I worked with John on hammering out some new designs to support enabling phone+OTP login (passwordless) for our members. I have observed John to be an exceptionally thoughtful and patient person to work with. I am happy to have such a resource on the team who was very helpful in getting us to a solution for this problem. Well done my friend.”
3 out of 14
Senior UX Researcher
CVS Health
“John - This is a long time coming, but wanted you to know how incredibly impressed I am with your work and your work ethic. I admire the way you push us all in the most professional way, to truly think about all use cases in any given project. You always give 110% and it’s evident that your work is sincere, thoughtful, and top-notch. Also, thank you for making me feel like an important part of the team - I appreciate this more than you know! I look forward to working with you in the new year! #oneaccountherewecome”
4 out of 14
Senior Accessibility Designer
CVS Health
“As an accessibility professional, I always enjoy seeing passion and advocacy grow in others. As I have worked with John over the past couple of years, his eagerness and thoughtfulness about accessibility considerations ring through his work. Not only does he seek feedback in making his own work accessible, he regularly sits in on others’ reviews for his own learning.
I am excited to see where John takes his accessibility journey. Passion can take people far, and John has that in spades.”
5 out of 14
Design Program Manager
CVS Health
”Working with John is always a pleasure. He is knowledgeable, action oriented, and always leads hist team with empathy and confidence. Despite the fact that we are no longer working together directly, I continue to reach out to him as a trusted source of product design information.”
6 out of 14
Senior Design Program Manager
CVS Health
“John is a fantastic partner. It’s a pleasure to work beside someone so tuned into creating simplicity aligning creative process and production operations. His involvement always seem to improve upon ideas and generate insightful feedback during team meetings and working sessions.”
7 out of 14
Domain Expert, Inclusive Design - Enterprise Experience Strategy
CVS Health
“I, and the whole Inclusive Design Team at CVS Health, recognizes John’s ongoing high level of commitment to accessible, inclusive design. His confident designs deliver thoughtful, inclusive experiences for all CVS customers. Thanks John!”
8 out of 14
Experience Designer
CVS Health
“John Hurley, is an outstanding Design Lead to work with. His vision, creativity, and commitment to excellence have made an impact [on] our design team. He has an ability to inspire and guide our team with clear and innovative ideas that are truly exceptional. John’s leadership is an invaluable asset to CVS Health and we are fortunate to have him part of the team!”
9 out of 14
Senior Design Manager, UI
CVS Health
“Thank you for being an incredible teammate during our long run together here at CVS! It was an honor and a pleasure to work with you and work together to support [our] team. I always enjoyed our morning syncs, collaborations, and seeing the incredible work that you did as well as the impressive detail, organization and guidance that you had during planning sessions and thought the PI’s. I have all the confidence in the world that you have many more successes in front of you and I am so excited to see all the amazing work you will do. Best of luck with your new team and I know our paths will cross [again] and look forward to future collaborations.”
10 out of 14
Director Pharmacy UX Strategy and Design
CVS Health
“John onboarded rapidly to Customer Relationship Management during PI3. He is an exemplary Experience Design Lead, working to join forces with Design and CRM team leadership to ensure design could function effectively in an embedded model moving into PI4.”
11 out of 14
Senior Manager, Experience Design
CVS Health
“John, thank you for being such a strong advocate for great design (and design process) on the Client Branding + Onboarding teams! You weathered a rocky transition on that team and were able to produce excellent designs in spite of those dramatic changes. I particularly appreciated your thoughtful approach to the “North Star Vision” for the admin console; I’m excited to see you share that at a future design guild. Keep up the good work John.”
12 out of 14
Senior Manager Content Strategy/Content Design
CVS Health
“John - Thank you for being an amazing Content Strategy advocate on the CRM team. You’ve made space for important content strategy inputs for C2C and tirelessly advocate for proper planning cadence in general. The team raves about you and truly appreciate your diligence.”
13 out of 14
Lead Architect
CVS Health
“Thank you for being such a great partner on client white label strategy with [the] Architecture team. Your cool and collective thought process is always a great addition to the team and is very much appreciated. Looking forward to continuing and doing more!”
14 out of 14
Speaking and accolades
Currently reading
Storytelling for User Experience
Authors: Whitney Quesenbery & Kevin Brooks
This website was built using Squarespace and custom HTML, CSS, and JavaScript by John Hurley. Typeset in SF Pro Display and SF Pro Text.