RxToGo Order Maintenance - An associate web app for scheduling and maintaining prescription orders
This project is subject to a NDA. I've provided a brief overview of my contributions, insights gained, and reflections. If you are a hiring manager or a recruiter interested in this case study, I’d be happy to discuss further details about this project via email.
ROLE
Research, Design
My TEAM
Design manager, UX researcher, Content designer, Accessibility designer, Product manager, Business partner and 15+ engineers.
OUTCOME
The application evolved into a centralized portal for scheduling and managing pharmacy delivery and expedited pickup orders for associates, mitigating the risk of human error inherent in manual tasks.
This transition led to a 20% increase in orders processed through the mentioned dispensing methods.
PROCESS
I participated in the research process while also being responsible for developing the end-to-end user flow and wireframes by using Figma and Miro.
DELIVERABLE
Journey maps, process maps, field observation report, mid-fidelity wireframes, high-fidelity wireframes, design workshop materials and interactive prototype
Representation of RxToGo Order maintenance web platform
OVERVIEW
Sam’s Club Health and Wellness was looking at a streamlined process for scheduling and managing prescription dispense via delivery and expedited pickup methods.
RxToGo Order Maintenance is an InClub web application utilized by pharmacy associates to facilitate the management of prescription dispense methods, ensuring a seamless operational flow during checkout.
Representation of some mid-fidelity wireframes from early explorationsOne platform for managing dispense methods efficiently
Introducing this application significantly minimized the necessity of interacting with multiple applications and hardware, thereby reducing the number of tasks performed by pharmacy associates.
Pivotal in maintaining and tracking the status of delivery orders
The integration of the pharmacy operating system with third-party applications previously lacked user-friendliness, particularly in accessing delivery order information. The new platform simplifies the process, enabling users to locate delivery orders with ease.
Changing address and payment methods for orders became easy
Through close collaboration with key stakeholders, I implemented a feature for changing addresses and payments. This feature alleviated the tedious process previously encountered with other applications.
MEASURING FEEDBACK
Constant feedback from design team along with stakeholder reviews led to qualitative design decision before we tested the prototypes with the field associates.
A dynamic design was created in major sections of the platform for driving future product scopes.
A suite of applications
RxToGo order maintenance is combined with a secondary application where the order is fulfilled through RxToGo checkout that is connected with delivery drivers and customers for pickup from the pharmacies.
REFLECTION
Learnings gained
Design workshop with cross-functional partners
Led design workshops that helped in collaborating with stakeholders from operations, legal, safety & compliance, product and engineering for taking key design decisions and set the tone of the product precisely.
Re-using design components from cross functional team
Leveraging components from a related product within the organization facilitated scaling the design to a higher level, resulting in significant success following design reviews.
Gained autonomy in the overall design process
Over time, I developed effective management skills in coordinating cross-functional teams to make timely design decisions and deliver projects promptly.