APOTHECARE
An express pharmacy for effortless pharmacy experience
I.
OVERVIEW
There are lots of issues for people to get medicine. For example, patients don't know if the prescription drugs are covered by the insurance, or if their prescriptions are expired. Getting the medicine you need should be easy.
We want to use technology to bring a transparent and effortless pharmacy experience.
Duration:
4 weeks
Teammates:
Rawan
Skills:
User Testing
Service Blueprint Mapping
Prototyping
Wireframing
Business Origami
How it works?
1. Your Doctor Prescribes
your doctor sends prescriptions straight to Apothecare
2. You Schedule
Once we receive your prescription, we send you a notification and you are ready schedule pickup!
3. Go To Apothecare
When you arrive Apothecare pharmacy, the locker will sense you and send you a notification
4. Pick Up Medicine
After you sign your name on the app, the locker opens up automatically
Key features
Rx list
The prescriptions submitted by your doctor show up on the Rx list in Apothecare app.
Schedule
You could simply schedule a pick-up date and a location where our locker is installed.
Sign to open
When you arrive the pharmacy, your designated locker would sense you and the screen that requires your signature will pop up. After you sign, the locker will open automatically.
II.
RESEARCH
We started the project with rapid user research. In 1 day, we interviewed 2 users who were at different stages of understanding of pharmacy service. While we were visiting the pharmacy, we talked to two pharmacist about the current pharmacy experiences.
Customer - Tashi
"I don’t get notified when my prescription is expired."
Customer - Garrett
"I often don’t know if my health insurance covers the medicine."
Pharmacist - Alex
"More mistakes are made when inputting the prescription into the system than anywhere else. "
We created a service map visualizing the pharmacy experience to gain insights of the service touch points.
From there, we learned that before the customers get their medicine, there are lots of touch points where things could go wrong. Due to the lack of transparency, the customer could only wait passively while the pharmacists fix all the problem and explain to the customer. To the solve the problem, we want to design a more efficient pharmacy experience for both customers and pharmacist by increasing the transparency and engagement of the customer.
III.
IDEATION
To explore our new service, we used business origami to ideate the physical pharmacy space. And we decided that:
1. Divide the pharmacy space into two parts: the locker for the customers who need efficiency, and the open space for customers to browse around.
2.Reduce the staff in the pharmacy but still provide medication consultancy service by the pharmacist.
We decided to focus on the locker part of the service. So we mapped out a story board to further flesh out the idea of a smooth experience.
IV.
Wireframing
We started out by sketching the three main flows, including adding prescriptions to the list, payment and picking up the medicine.
Three rounds of iteration
Usability tests were conducted with 9 different individuals that have various types of experiences with the current pharmacy system. From there, we gathered feedback on the functionality, visuals, and the overall concept.
Our goals are:
1. If task flows are intuitive to complete the main tasks
2. If the UX design adds value to the service
We made decision matrix to prioritize the problems we identified in the usability test.
VI.
Iterations
EXAMPLE 1: We cut off the payment flow because going through the payment flow every time reduces the efficiency of the service. Instead, the user could view the price of the medicine in advance and learn if it's covered by the insurance.
EXAMPLE 2: We made a few changes for the homepage: reprioritizing the information, changing the way of naming prescriptions, using more accurate language.
EXAMPLE 3: We canceled the status bar because it's not a delivery service when user need to be updated about the process to reduce the waiting anxiety. Instead, we added a scheduling flow for users to gain more control of the process.
