When members need to manage prescriptions, check coverage, or find a pharmacy, a confusing or inaccessible application isn't just a UX problem — it's a compliance and care problem. Express Scripts' member portal served millions of users, but accessibility compliance had fallen to roughly 62% against WCAG 2.1 AA standards, and task completion times were higher than they should have been.
Sapot Systems worked embedded with the Express Scripts engineering team across a 10-month engagement, handling both new feature development and a comprehensive accessibility remediation effort. The team addressed Section 508 defects across claims views, prescription ordering flows, and pharmacy search — while simultaneously reviewing and hardening the platform's architecture against HIPAA requirements.
By the end of the engagement, accessibility compliance had improved from approximately 62% to 98%, user task completion time had dropped by 45%, and customer satisfaction scores had improved by 12 points. More importantly, the platform was now genuinely usable for members with disabilities — the people who often need healthcare tools the most.
Why this matters for federal work: Section 508 compliance is a legal requirement for all federal digital products, not an optional enhancement. This engagement demonstrates Sapot Systems' ability to remediate real accessibility defects in a complex, production-scale healthcare application under HIPAA constraints — directly transferable skills for any agency managing a digital product under Section 508 obligations.
Accessibility compliance from 62% to 98% — usability and satisfaction improved across the board.
Sapot Systems developed and enhanced a user-facing healthcare application enabling members to view claims, order or renew prescriptions, check medication coverage, and search for in-network pharmacies — with a focus on accessibility compliance, usability improvement, and HIPAA-aligned architecture throughout.
Engagement details: Team: 3 engineers · Duration: 10 months · Environment: HIPAA-aligned healthcare platform
What we delivered:
- Feature development and enhancement across claims, prescriptions, and pharmacy search
- Section 508 and WCAG 2.1 AA accessibility remediation
- HIPAA-aligned architecture review and implementation
- Usability improvements reducing task completion time
Results:
- Accessibility compliance improved from
~62% → ~98% 45%reduction in user task completion time12-pointimprovement in customer satisfaction scores
