Healthcare
Building and launching a new digital pharmacy in 8 months
Building and launching a new digital pharmacy in 8 months
Building and launching a new digital pharmacy in 8 months
YEAR
2021-2022
ROLE
Design Director
TEAM SIZE
25+
PLATFORMS
Web, iOS, Android
YEAR
2021-2022
ROLE
Design Director
TEAM SIZE
25+
PLATFORMS
Web, iOS, Android
YEAR
2021-2022
ROLE
Design Director
TEAM SIZE
25+
PLATFORMS
Web, iOS, Android
YEAR
2021-2022
ROLE
Design Director
TEAM SIZE
25+
PLATFORMS
Web, iOS, Android
YEAR
2021-2022
ROLE
Design Director
TEAM SIZE
25+
PLATFORMS
Web, iOS, Android
YEAR
2021-2022
ROLE
Design Director
TEAM SIZE
25+
PLATFORMS
Web, iOS, Android
YEAR
2021-2022
ROLE
Design Director
TEAM SIZE
25+
PLATFORMS
Web, iOS, Android
YEAR
2021-2022
ROLE
Design Director
TEAM SIZE
25+
PLATFORMS
Web, iOS, Android
YEAR
2021-2022
ROLE
Design Director
TEAM SIZE
25+
PLATFORMS
Web, iOS, Android
YEAR
2021-2022
ROLE
Design Director
TEAM SIZE
25+
PLATFORMS
Web, iOS, Android
YEAR
2021-2022
ROLE
Design Director
TEAM SIZE
25+
PLATFORMS
Web, iOS, Android
YEAR
2021-2022
ROLE
Design Director
TEAM SIZE
25+
PLATFORMS
Web, iOS, Android
YEAR
2021-2022
ROLE
Design Director
TEAM SIZE
25+
PLATFORMS
Web, iOS, Android
YEAR
2021-2022
ROLE
Design Director
TEAM SIZE
25+
PLATFORMS
Web, iOS, Android
YEAR
2021-2022
ROLE
Design Director
TEAM SIZE
25+
PLATFORMS
Web, iOS, Android
YEAR
2021-2022
ROLE
Design Director
TEAM SIZE
25+
PLATFORMS
Web, iOS, Android
YEAR
2021-2022
ROLE
Design Director
TEAM SIZE
25+
PLATFORMS
Web, iOS, Android
YEAR
2021-2022
ROLE
TEAM SIZE
25+
PLATFORMS
Web, iOS, Android
Did you know?
Approximately 50% of all prescriptions are not taken as prescribed, leading to significant health risks and increased healthcare costs.
Approximately 50% of all prescriptions are not taken as prescribed, leading to significant health risks and increased healthcare costs.
Approximately 50% of all prescriptions are not taken as prescribed, leading to significant health risks and increased healthcare costs.
Overview
Overview
Defining the vision
Defining the vision
Defining the vision
Tasked by a major healthcare player to create a user-friendly digital pharmacy, we aimed to simplify prescription management. My leadership in design centered on building a platform that's not just another digital option but a genuine improvement in managing medications.
Tasked by a major healthcare player to create a user-friendly digital pharmacy, we aimed to simplify prescription management. My leadership in design centered on building a platform that's not just another digital option but a genuine improvement in managing medications.
Tasked by a major healthcare player to create a user-friendly digital pharmacy, we aimed to simplify prescription management. My leadership in design centered on building a platform that's not just another digital option but a genuine improvement in managing medications.
Defining Digital Pharmacy Strategy
Key contributions
Key contributions
My role orchestrating innovation
My role orchestrating innovation
My role orchestrating innovation
Collaborate: Collaborated with senior stakeholders, leading workshops to define the overall vision, strategy and design direction.
Research: Identified key research areas, managed participant recruitment, and selected effective methodologies for comprehensive research studies.
Coach: Provided leadership and guidance to two distinct research and design teams, balancing direct management with mentorship for emerging leaders.
Test: Oversaw prototyping and testing for two unique products, navigating their individual complexities and aligning them with business objectives and customer needs.
Bonus: Got my hands dirty prototyping and conducting interviews. All of the work you see here was done by me.
Collaborate: Collaborated with senior stakeholders, leading workshops to define the overall vision, strategy and design direction.
Research: Identified key research areas, managed participant recruitment, and selected effective methodologies for comprehensive research studies.
Coach: Provided leadership and guidance to two distinct research and design teams, balancing direct management with mentorship for emerging leaders.
Test: Oversaw prototyping and testing for two unique products, navigating their individual complexities and aligning them with business objectives and customer needs.
Bonus: Got my hands dirty prototyping and conducting interviews. All of the work you see here was done by me.
Collaborate: Collaborated with senior stakeholders, leading workshops to define the overall vision, strategy and design direction.
Research: Identified key research areas, managed participant recruitment, and selected effective methodologies for comprehensive research studies.
Coach: Provided leadership and guidance to two distinct research and design teams, balancing direct management with mentorship for emerging leaders.
Test: Oversaw prototyping and testing for two unique products, navigating their individual complexities and aligning them with business objectives and customer needs.
Bonus: Got my hands dirty prototyping and conducting interviews. All of the work you see here was done by me.
The Healthcare Design Directive: Connect and Enhance
The prescription opportunity
The prescription opportunity
Unraveling the knots in prescription management
Unraveling the knots in prescription management
Unraveling the knots in prescription management
The project's primary challenge was developing a groundbreaking digital pharmacy from the ground up, demanding a strategic blend of user-centered design and business acumen. Additionally, managing the simultaneous development and testing of two distinct products, each with its own set of complexities and user requirements, was a significant undertaking that required a meticulous and coordinated cross-functional approach.
The project's primary challenge was developing a groundbreaking digital pharmacy from the ground up, demanding a strategic blend of user-centered design and business acumen. Additionally, managing the simultaneous development and testing of two distinct products, each with its own set of complexities and user requirements, was a significant undertaking that required a meticulous and coordinated cross-functional approach.
The project's primary challenge was developing a groundbreaking digital pharmacy from the ground up, demanding a strategic blend of user-centered design and business acumen. Additionally, managing the simultaneous development and testing of two distinct products, each with its own set of complexities and user requirements, was a significant undertaking that required a meticulous and coordinated cross-functional approach.
Defining the current state transfer prescription management journey
In-depth research in digital pharmacy development
In-depth research in digital pharmacy development
In-depth research in digital pharmacy development
Understanding diverse needs through diary studies and expert interviews
Understanding diverse needs through diary studies and expert interviews
Understanding diverse needs through diary studies and expert interviews
We conducted mobile diary studies and in-depth expert interviews with a total of 30+ participants, ensuring a representative mix of patients, caregivers and pharmacists.
The selection criteria prioritized diversity in age, gender, tech proficiency, and geographical location, capturing a wide spectrum of experiences in managing prescriptions digitally.
We conducted mobile diary studies and in-depth expert interviews with a total of 30+ participants, ensuring a representative mix of patients, caregivers and pharmacists.
The selection criteria prioritized diversity in age, gender, tech proficiency, and geographical location, capturing a wide spectrum of experiences in managing prescriptions digitally.
We conducted mobile diary studies and in-depth expert interviews with a total of 30+ participants, ensuring a representative mix of patients, caregivers and pharmacists.
The selection criteria prioritized diversity in age, gender, tech proficiency, and geographical location, capturing a wide spectrum of experiences in managing prescriptions digitally.
Synthesizing insights, shaping solutions
Transforming user feedback into functional design
Transforming user feedback into functional design
Transforming user feedback into functional design
Prototyping for an intuitive digital pharmacy experience
Prototyping for an intuitive digital pharmacy experience
Prototyping for an intuitive digital pharmacy experience
We engaged with 50 participants to assess the intuitiveness and effectiveness of our digital pharmacy designs. The usability testing highlighted necessary improvements in navigation and accessibility.
Based on these findings, we streamlined the user journey for prescription refills and transfers, enhanced the dashboard for clearer visibility of critical information, and introduced user feedback loops for ongoing product refinement.
We engaged with 50 participants to assess the intuitiveness and effectiveness of our digital pharmacy designs. The usability testing highlighted necessary improvements in navigation and accessibility.
Based on these findings, we streamlined the user journey for prescription refills and transfers, enhanced the dashboard for clearer visibility of critical information, and introduced user feedback loops for ongoing product refinement.
We engaged with 50 participants to assess the intuitiveness and effectiveness of our digital pharmacy designs. The usability testing highlighted necessary improvements in navigation and accessibility.
Based on these findings, we streamlined the user journey for prescription refills and transfers, enhanced the dashboard for clearer visibility of critical information, and introduced user feedback loops for ongoing product refinement.
Laying the ground work for prescription management
Prototyping journeys across key signature moments
Strategic design for streamlined user experience
Strategic design for streamlined user experience
Strategic design for streamlined user experience
Information architecture: navigating digital health with ease
Information architecture: navigating digital health with ease
Information architecture: navigating digital health with ease
In designing the architecture, we thoroughly explored the user’s healthcare journey, prioritizing intuitive navigation and clear information organization. By structuring content to reflect real-life medication management and creating a user-centered taxonomy, we made complex prescription signup manageable and intuitive.
In designing the architecture, we thoroughly explored the user’s healthcare journey, prioritizing intuitive navigation and clear information organization. By structuring content to reflect real-life medication management and creating a user-centered taxonomy, we made complex prescription signup manageable and intuitive.
In designing the architecture, we thoroughly explored the user’s healthcare journey, prioritizing intuitive navigation and clear information organization. By structuring content to reflect real-life medication management and creating a user-centered taxonomy, we made complex prescription signup manageable and intuitive.
Organized framework of medication management, user navigation paths, and interactive elements
From challenge to change
The digital pharmacy solution
The digital pharmacy solution
The digital pharmacy solution
Strategy: Crafted and executed a strategy centered on user needs, skillfully blending user feedback with business goals.
Cross-functional collaboration: Ensured cohesive teamwork across functions, aligning varied needs and objectives for unified project direction.
Product launch: Achieved successful launch of two distinct products, each meticulously tailored to meet specific user requirements and business objectives.
Continual improvement: Proactively evolved product features, maintaining relevance and efficacy by adapting to ongoing user feedback and market trends.
Strategy: Crafted and executed a strategy centered on user needs, skillfully blending user feedback with business goals.
Cross-functional collaboration: Ensured cohesive teamwork across functions, aligning varied needs and objectives for unified project direction.
Product launch: Achieved successful launch of two distinct products, each meticulously tailored to meet specific user requirements and business objectives.
Continual improvement: Proactively evolved product features, maintaining relevance and efficacy by adapting to ongoing user feedback and market trends.
Strategy: Crafted and executed a strategy centered on user needs, skillfully blending user feedback with business goals.
Cross-functional collaboration: Ensured cohesive teamwork across functions, aligning varied needs and objectives for unified project direction.
Product launch: Achieved successful launch of two distinct products, each meticulously tailored to meet specific user requirements and business objectives.
Continual improvement: Proactively evolved product features, maintaining relevance and efficacy by adapting to ongoing user feedback and market trends.
A mobile first experience
Simplifying prescription management
Meeting the unique needs and experiences of patients
A seamless and secure digital pharmacy sign-in interface for enhanced patient experience
Pharmacist prescription management portal
Comprehensive analysis of business impact and user experience
Comprehensive analysis of business impact and user experience
Comprehensive analysis of business impact and user experience
Evaluating the digital pharmacy: measuring success across metrics
Evaluating the digital pharmacy: measuring success across metrics
Evaluating the digital pharmacy: measuring success across metrics
To evaluate the digital pharmacy's performance, we established key performance indicators (KPIs) across business and customer domains:
Sales metrics: Monitored prescriptions filled and conversion rates to gauge user engagement and effectiveness of the platform.
Operational metrics: Analyzed same-day fill rates and first call resolution rates as indicators of our operational efficiency.
Customer experience metrics: Used Customer Satisfaction and Net Promoter Scores, along with attrition rates, to assess user satisfaction.
These metrics provided a comprehensive view of our success in terms of market engagement, operational smoothness, and customer satisfaction.
To evaluate the digital pharmacy's performance, we established key performance indicators (KPIs) across business and customer domains:
Sales metrics: Monitored prescriptions filled and conversion rates to gauge user engagement and effectiveness of the platform.
Operational metrics: Analyzed same-day fill rates and first call resolution rates as indicators of our operational efficiency.
Customer experience metrics: Used Customer Satisfaction and Net Promoter Scores, along with attrition rates, to assess user satisfaction.
These metrics provided a comprehensive view of our success in terms of market engagement, operational smoothness, and customer satisfaction.
To evaluate the digital pharmacy's performance, we established key performance indicators (KPIs) across business and customer domains:
Sales metrics: Monitored prescriptions filled and conversion rates to gauge user engagement and effectiveness of the platform.
Operational metrics: Analyzed same-day fill rates and first call resolution rates as indicators of our operational efficiency.
Customer experience metrics: Used Customer Satisfaction and Net Promoter Scores, along with attrition rates, to assess user satisfaction.
These metrics provided a comprehensive view of our success in terms of market engagement, operational smoothness, and customer satisfaction.
Outcome
5M+
5M+
5M+
CUSTOMERS DIRECTLY IMPACTED AT LAUNCH
$XXM+
$XXM+
$XXM+
PROJECTED YEAR 1 ARR
8
8
8
MONTHS FROM CONCEPT TO LAUNCH
Key learnings
Key learnings
Key learnings
Reflecting on the digital pharmacy journey: insights and impacts
Reflecting on the digital pharmacy journey: insights and impacts
Reflecting on the digital pharmacy journey: insights and impacts
Reflecting on this project, I've gained key insights:
Research: Converting deep user research into practical features highlighted the impact of user-centered design.
Business strategy: Aligning design with business goals showed how UX strategy can drive user satisfaction and business growth.
Design leadership: Enhancing design capabilities emphasized the need for a culture of innovation and strategic design thinking.
This experience has sharpened my strategic design management skills and the importance of fostering a team's adaptability and innovation within the healthcare sector.
Reflecting on this project, I've gained key insights:
Research: Converting deep user research into practical features highlighted the impact of user-centered design.
Business strategy: Aligning design with business goals showed how UX strategy can drive user satisfaction and business growth.
Design leadership: Enhancing design capabilities emphasized the need for a culture of innovation and strategic design thinking.
This experience has sharpened my strategic design management skills and the importance of fostering a team's adaptability and innovation within the healthcare sector.
Reflecting on this project, I've gained key insights:
Research: Converting deep user research into practical features highlighted the impact of user-centered design.
Business strategy: Aligning design with business goals showed how UX strategy can drive user satisfaction and business growth.
Design leadership: Enhancing design capabilities emphasized the need for a culture of innovation and strategic design thinking.
This experience has sharpened my strategic design management skills and the importance of fostering a team's adaptability and innovation within the healthcare sector.
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Always open for new opportunities