E-Pharmacy
INTRODUCTION
The product aimed to fill gaps in the pharmacy experience with the idea of re-defining retail pharmacy industry by bringing same-day/on-demand delivery as a standard model for pharmacy interaction. The web app Quickfill is used to manage all the prescriptions and the customer database.
MY ROLE AND TEAM
I started working on this product as a product designer along with a senior designer and then later transitioned to work as a lead designer for this product. I worked with an engineering manager, the CTO of the product and a team of 4 engineers.
PROJECT OBJECTIVE
Create an intuitive experience for pharmacist and operator that helps them to fulfill patient’s prescriptions seamlessly by directly connecting with the doctors and delivering the medication to their customers (patients).
RESPONSIBILITIES
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Gathering & Understanding Requirements
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Defining User Experience
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Defining Visual Language
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Crafting Visual Design
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Conducting Meetings
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Collaborating with Product Manager
PRODUCT TYPE
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B2B
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Web App
DESIGN PROCESS
While the process was divided into different stages, it wasn’t a linear one.
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Direct/Indirect interview
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Understanding requirements
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Meetings with CTO
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Preparing questionnaire
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Indirect interviews with users
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User flows
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Ideation sketches
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Paper wireframes
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Product workflow
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Ideas and design validations
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Follow-up meetings for user feedback
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Wireframes
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Defining typeface
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Iconography
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Visual design
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Design system
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Style guide
PERSONAS
Multiple interview sessions were conducted with the stakeholders and the users of the application to create the two personas which define the goals, motivations and frustrations of users along with some of their traits.
PRODUCT WORKFLOW
After understanding the personas, their work style and the product workflow, a new workflow was created by removing bottlenecks and increasing the efficiency of the system. The final workflow was a result of multiple design iteration that were tested with users and stakeholder to understand every small aspect of the flow that reduces the efficiency of operators and pharmacists.
INITIAL PAPER WIREFRAMES
After creating personas and product workflow, the third step was to create low fidelity wireframes.
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The wireframes were iterated based on feedback from the users and stakeholders. These feedback discussions also helped in gathering important data around specific sections.
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We created wireframes for some of the major flows initially, such as dashboard idea, patient homepage with interactive notifications, Change Rx (an extremely important flow).
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At later stages of the design cycles, once we have a style guide finalised and had set the tone of the product, we iterated mostly on with the UI. This helped in capturing feedback easily from the stakeholders.
DEFINING STYLE GUIDE
Once the visual design phase started, it was important to start creating a style guide as well to help maintain visual consistency throughout the designs.
DESIGNS
eScripts
The home page of the application is where the users receive all the prescriptions. eScripts are one of the most common types of prescriptions which are received directly from the prescriber. An operator uses these prescriptions to create a NewRx in the system and initiate the process to fill it and then deliver it to the customers.
New Prescription, Customer and Prescriber Details
Customer Profile
Customer Profile is one of the primary screens of the application where all the details about the customer’s personal health information (PHI) and personal identity information (PII) can be found along with other information modules such as insurance, address, credit card details and messages panel to contact the customer. A list of all the prescriptions of the customer and their details can also be accessed from this screen.
Customer Medication History
Prescription Verification #2
Prescription Verification #2 is one of the most important steps of the product workflow.
The pharmacist verifies the fill that has been created against the original prescription to make sure customers do not receive the wrong medication. In case any discrepancies are found, the pharmacist marks those changes along with suggestions and sends it back to the operator for rectification.
Once the operator rectifies the error, he sends it back to the pharmacist to verify the details again before it is forward for dispatch.
History
Fill History shows all versions of a specific prescription along with the changes that were made. This keeps track of the changes while also providing information about the operator who changed it. Operators also use this data to provide information to customers and refer back to prescriptions when they are fulfilling the prescription.
Prescription Fill History