Product Cards for Pharmacy
Background
Similar to our grocery counterparts, we have products that have key pieces of information to share with our users in order for them to act accordingly. Our greatest insight into our customers is that they have a fear of running out of their medication. That translates into design through transparency and clear hierarchy of information.
Problem: There are a lot of discrepancies in how we represented the “prescriptions” depending on where the script was in the process. Causing users to be confused where their prescription is in the process and increasing calls to the pharmacy.
Hypothesis: that if we build a system to show key information that users would have easier time understanding where their prescription was in the process and what they need to do! As an added benefit this “organism” would be built with our existing design system. Making it easier and more efficient to design and build in the future while not compromising in quality UX.
Research
Goal: to better understand the priority/ hierarchy of prescription cards to patients.
Methods: Unmoderated card sort and design iterations with UI design counterpart.
Participants: 65 participants who have filled prescriptions in the last year using a website or app.
Outcome
“Image” was least important while medication name was the most important for prescription product cards. While product name vs image is more important than on a grocery PC, similarly both value price. In later iterations I even scrapped having an image all together making sure name, prices, and status are the most prominent.
Explorations
Scenarios
One of the main challenges was ensuring the design of the card could be flexible enough to accommodate all the different state changes and potential outcomes that a prescription could be. To be ensure we were designing for all these different states was to pick key scenarios and “test” our cards for the changed state! This helps us identify gaps and opportunities to make our new “organism” of a product card the best it can be.
Implementation
I have been able to add this product card system into multiple of our heavily used features. Shown is native mobile prescription refill and online pay experience.