Project Goal
Enhancing Medication Fulfillment – Streamlining Prescription Processes for a Better User Experience
Year
2022
My Role:
UI/UX Designer
In 2020, I joined Reliance Health, a pioneering health-tech company providing telemedicine services to a diverse user base. The virtual consultation service was a boon for many, but a glaring inefficiency marred the user experience: the prescription fulfillment process. Patients often faced long delays, sometimes over 5 hours, to receive their prescribed medications. This cumbersome process involved doctors manually creating prescriptions and third-party service providers reaching out via phone calls to confirm patient preferences, leading to significant frustration and dissatisfaction among users.
Taking on the challenge, I led the user experience research and design efforts to develop a solution that would transform this critical aspect of the telemedicine app. Working closely with the Vice President for Product and Design and a cross-functional team, we embarked on a journey to enhance operational efficiency and significantly improve user satisfaction.
Reliance Health’s Telemedicine App faced a significant challenge with its prescription fulfillment process, which took over 5 hours and involved cumbersome manual interventions. This caused frustration for patients and inefficiencies for healthcare providers. By introducing a new feature that allowed patients to specify their medication delivery preference (home delivery or pharmacy pickup) directly within the app, we reduced fulfilment times to under 1 hour. This enhancement not only improved patient satisfaction by 30% but also streamlined operations, benefiting all parties involved and setting a new standard for efficiency and user-centric design in digital healthcare.
For enrollees who relied on timely medication, these delays were not just an inconvenience but a potential health risk. The need for a streamlined, integrated solution was urgent, and it became clear that a user-centered redesign of the prescription fulfillment process was necessary.
Link to prototype or live product.
<aside> 🚫 Cumbersome workflow involved doctors manually creating prescriptions and RCOs/third-party providers reaching out to patients via phone calls to confirm delivery preferences
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The Discovery: Uncovering Pain Points and Opportunities
To deeply understand the user’s struggles, we initiated comprehensive user research, including interviews and surveys with patients who frequently used the telemedicine service. These sessions revealed that the long wait times and the lack of a seamless prescription process were the primary sources of frustration. Patients expressed a strong desire for an integrated feature that would allow them to specify their medication delivery preferences directly within the app.
User-Centered Design and Iterative Development to Identify and Address Pain Points