Pharmacy Service Design
A one stop prescription retrieval service
We were challenged with evaluating the current pharmacy system and introducing an improved service design experience to prototype and test. The Apothecare service allows patients to securely manage their prescription pickup process, through an express service that alleviates their frustration at the point of transaction in the pharmacy.
A Through the Apothecare service, an individual is able to retrieve their medicine from a secure locker at the pharmacy, hence improving the communication between the pharmacy and customers to make the pharmacy experience more efficient.
Prescription (Rx) Tracking
The submitted prescriptions by the doctor appear in the Rx List. The patient is able to track, pay for, and request a refill of a prescription.
Locker Pickup & Scheduling
The express locker pickup service allows the patient to schedule a time and location of their convenience. They are also able to set alerts. The service is secured by a patient signature requirement.
HOW IT WORKS
Guerilla research and initial physical concept prototyping was done by a team consisting of: Karelia Arredondo, Louise Laub, Yini Nie.
The point of transaction in the pharmacy is frustrating and inefficient because of a lack of clear communication.
“I often don’t know if the medicine is covered by my health insurance.”
“I don’t get notified when my prescription get expired.”
sketches & wireframes
We sketched possible interactions that may occur within the software, by focusing on 5 main task flows, and began prototyping and iterating.
We conducted 2 rounds of usability testing to validate the changes made to the pharmacy service. We focused on how the users interacted with the app to know:
1) If task flows are intuitive to complete the main tasks
2) If the UX design adds value to the service
Usability tests were conducted with 9 different individuals that have various types of experiences with the current pharmacy system. The first round was conducted remotely on UserTesting.com. The next round was conducted in person.
We synthesized our findings into affinity clusters and developed insights to better inform our next iterations.
We then plotted them on a priority matrix to make decisions about our next steps.
We mapped our insights and findings that informed the changes made in the app as follows: