Member Experience Insights Newsletter
Our Member Experience Insights Newsletter features must-see updates on our pharmacy-benefit member experience innovations. This newsletter provides a consistent, streamlined space to highlight key updates, upcoming opportunities, and tools that deliver exceptional value to members.
Clear visibility into what updates
are coming—and when
Our Member Experience roadmap provides visibility into near- and longer-term enhancements. This forward-looking, continuously evolving roadmap helps you plan accordingly as new capabilities launch. Below is a summary of recent updates. For more details, visit the roadmap.
Updates to existing experiences
+ AI-powered chatbot* – Now fully integrated on all web pages, in the mobile app, and on the Contact Us page. Chatbot gives members faster access to answers without leaving the app, with quick support for order status, benefit questions, and more.
+ Enhanced Message Center – More-precise member-level targeting and messaging capabilities introduced by the end of the year to help deliver relevant updates to the right members at the right time.
+ Savings Advisor enhancements – Expanded support for Active Choice, Voluntary, and plans with customized maintenance drug lists that support 90-day programs, improving the accuracy of savings recommendations and home delivery guidance based on each plan’s design.
+ Prior Authorization experiences – Streamlined determination/redetermination forms, improved access to status updates and recent activity, and Check Coverage integration with coverage details upfront to support informed conversations with prescribers—potentially avoiding prior authorizations.
+ Additional general updates – Expanded post-login FAQs with additional topics, improved page-level integration, and alignment with pre- login content, making self-service easier for members while enhancing AI chatbot responses.
New experiences
+ Redesigned digital experience COMING SOON – Below you’ll find information and a first look into what will be featured in the updated digital experience. There’s more to come in a special November newsletter edition.
+ Pre-login digital experience upgrades – An updated pre-login experience is now live on express-scripts.com and includes a redesigned home page, streamlined navigation, and a new Pharmacy Benefits Video Hub.
+ Educational video content – Educational videos will be embedded by the end of the year throughout the authenticated experience and linked from select member communications providing timely guidance in the moments that matter most.
Latest information
Bookmark this link for the most up-to-date information as enhancements and timing may adjust based on ongoing feedback and development progress.
Coming soon: A redesigned digital experience
For the past several years, we've been building something bigger: a more connected, personalized, and intuitive digital experience designed to help members navigate their benefits with greater confidence.
Members can view prescriptions, set reminders, and learn more about their medications through an enhanced, easy-to-use experience.
Our new streamlined experience helps members understand their benefits, view balances, and easily find important coverage details.
Our most significant enhancements to the digital experience
Whether you're looking for a quick overview or a detailed tour, our special November edition will showcase how Express Scripts® Pharmacy Benefit Services is transforming the digital experience for members and building a foundation for future innovation. The November edition will feature a complete experience walk-through, expanded feature details, additional screenshots, a highlights video, and an interactive demo.
Redesigned dashboard
Easier and more intuitive navigation
Find a pharmacy
Now featuring enhanced, member-friendly capabilities
Check coverage tools
Improved pricing for a better experience
New dosage reminders
Includes new gamification aspects to support adherence
Medications page
More intuitive for easier navigation
Reimagined experiences
Greater transparency into costs and personalized next steps
Expanded visibility
New views into vendor programs and services
Find care experience
More connected to provide better results
New resource library
FAQs, videos, educational content, and more
Cost transparency, wherever members shop
As members increasingly make prescription decisions outside traditional pharmacy benefit channels, they expect clear, personalized cost information before filling a prescription. That’s why Express Scripts is expanding price transparency by integrating with participating network pharmacy partners. Through a secure connection, members can choose to share benefit information through a HIPAA-compliant authorization processes—putting more decision-making in their hands and bringing trusted pharmacy benefit information into the places where they’re already shopping. Members can:
Compare options
View estimated
out-of-pocket costs
Make more informed decisions
Connecting members to the right support, sooner
We’re completely upgrading our call experience with a new AI-powered voice solution that helps members connect to the right support faster. Instead of navigating phone menus or pressing buttons, members simply explain what they need in their own words and receive assistance right away.
Routine questions can be resolved quickly, while live advocates remain available for complex or sensitive situations. No action is required from plan sponsors or members. The phased rollout is currently underway, with the goal of making this new service available to all plan sponsors at the start of the new year.
More personalized member communications
Planned for release by the end of 2026, Message Center enhancements will enable more-precise member-level targeting, helping plans deliver more-relevant communications to the right members at the right time.
Building on existing Message Center and on-page messaging capabilities, these enhancements will help increase visibility of important updates while creating new opportunities to promote solutions, programs, and services to the members who can benefit most.
Browse available message options here. For new or customized communication opportunities, contact your account team or submit an intake request.
Connecting members to care during respiratory season
As respiratory illness season approaches, members could see increased sickness, missed work, and higher health care utilization. The MoreThanRx® Pharmacy Vaccination Program and Test to Treat Program** provide convenient access to vaccinations, testing, and treatment at participating pharmacies, helping members get the care they need quickly and conveniently.
Additionally, select clients will soon learn more about an opportunity email and postcard for members to let them know about services, like seasonal vaccines, that they can receive at the pharmacy. Members will also receive a reminder in the Message Center on express-scripts.com.
Contact your account team to learn more.
Latest news and training info
Below you can browse our most recent findings and discover helpful educational materials for you and your members.
Express Scripts helped reduce member prescription costs by nearly 8% for commercial clients in 2025 and negotiated more than $2,000 in savings per member. Through the Annual Cost Summary, members can better understand the value their pharmacy benefit delivers and the savings achieved throughout the year.
Explore the member experience through interactive, guided walk-throughs of the website and mobile app. See how digital tools and resources help members understand and manage their pharmacy benefits with confidence anytime, anywhere.
Password: webdemo
Password: appdemo
Password: OEDemo
Explore short, easy-to-understand videos that help members navigate their pharmacy benefits, get answers to common questions, build health literacy, and make more-informed health care decisions.
References
*Currently not available for Medicare Part D.
**Availability of vaccines, testing, and treatment services may vary by pharmacy location and state regulations.
Details may vary by plan. While line of business differences are noted where applicable, some variations may not be reflected. All enhancements and visuals, which are representative of our strategic direction, are subject to change prior to launch. Digital experiences, functionality, and timelines may change at any time.