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Capsule is a digital pharmacy that provides free same-day delivery of medications, and a fast and simple way to manage prescriptions.
My role
Product Designer
Team
Leah Olverd - Product Manager
Kelsey Witherspoon- UX Researcher
Duration
Oct 2021- Present
Within the core experience team, I lead the design for one of the company's largest initiatives; a self service system that enables customers to request and track their refill statuses.

As part of my role, I also manage and iterate on the consumer facing Capsule Design System.

Discovery

Problem diagnosis

As part of the problem diagnosis process on our team, we began to investigate and identify key initiatives that would have the highest impact for our customers. 
Back in October of 2021 we began our investigation by first doing a comprehensive audit of conversation categories between our customers and our Pharmacy Experience members. We discovered that 18% of our incoming communications were related to the status of a refill or retrieval, making them the top driver of all incoming messages. 

User Research

Prior to this initiative, only a few basic steps of a refill were explicitly communicated to users. Through user interviews, we discovered that many users did not understand the process as a whole, and become frustrated with delays and common issues.
Common pieces of feedback received during our audit of the current experience were that required actions and errors feel random and disjointed from the rest of the process, and that it was unclear when action was taken by the Pharmacy Experience team.
(Examples of existing process)
To ensure our customers are looked after and to decrease the number of incoming communication with our Pharmacy Experience team, we needed to give our customers a clear and visually distinct way to view the status of their medications. Our team also began to develop ways in which users could resolve actionable issues for themselves through a self service process.

After synthesizing and reviewing the key takeaways from our user research, our team developed a four phase flow that encapsulated the main steps of a refill, but in a way that easily translated to the average Capsule user’s current level of understanding.

New refill experience

A self-service refill model

To ensure our customers are looked after and to decrease the number of incoming communication with our Pharmacy Experience team, we needed to give our customers a clear and visually distinct way to view the status of their medications. Our team also began to develop ways in which users could resolve actionable issues for themselves through a self service process.

After synthesizing and reviewing the key takeaways from our user research, our team developed a four phase flow that encapsulated the main steps of a refill, but in a way that easily translated to the average Capsule user’s current level of understanding.

Requesting a refill

Previously, users were required to reach out to a member of the pharmacy team to request a refill for certain prescriptions. As part of our refill improvements, we provided users an option to request a refill directly from their prescriptions.

Status Tracker

The user is provided a minimal tracker on the Prescriptions Tab and Details pages. The trackers sets a clear expectation of where the medication is in the process, and how many steps are remaining. Timestamps provide a clear indicator of when action an has been taken by a member of the Pharmacy Experience team.

User action required

When an action is required by the user, a button is surfaced next to the corresponding status within the prescriptions interface. The button will direct the user to the required task, or contact a member of the pharmacy team. Additional visual cues such as iconography are used to illustrate that the process is on hold.
If you would like to connect and learn more about this project, please email me. Thank you!

Check out Capsule

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