Apothecare is an express pharmacy pick up service, it allows users to have a quick and efficient access to their prescriptions.
The objective of this project was understanding the current pharmacy system, what are the pain points and customer's needs towards an efficient and pleasant experience.
PROJECT TYPE Service Design, Research, Experience Design __
ROLE Co-researcher, Product Lead (Team of three IxD) __
PROJECT LENGTH 4 weeks
Apothecare is composed of three different touchpoints. Firstly, a mobile app through which users submit their prescriptions and pay ahead of time. The mobile app streamlines communication between users and pharmacies. Secondly, Apothecare's computer system enables pharmacists an efficient management of the incoming prescriptions waiting in lockers for pickup, and prescriptions that are beyond the pickup date. The final touchpoint in the system are the Apothecare lockers, through which users retrieve their medicines, this eliminates wait times and waiting lines.
APOTHECARE MOBILE APP
Users can scan and submit their prescription through the Apothecare app. The patient is able to track, pay and request a refill of a prescription. The app will notify users when their prescriptions are ready to pick up.
Users receive a push notification when their prescription is ready to pickup. The Apothecare app indicates the dosage and side effects of the medication and provides the locker number, time and location for the pickup. The express locker service allows the user to reschedule the time and location for their medication. Whenever they are ready to pickup and in proximity to the designated locker, the app will prompt them to provide a signature to access their medication. Lastly, patients can review their prescription history in the home tab.
We conducted secondary and field research, we visited several pharmacies and interviewed patients and pharmacists. After gathering our key findings we mapped out the pickup journey and its different touchpoints, which are presented in the following service blueprint.
The ideation process was focused on generating a concept that could provide an efficient experience for users, one that alleviated their frustration at the point of transaction in the pharmacy. While also streamlining the pharmacist's work.
Prototyping was a very important part of the design process. We wanted to bring to life the experience of retrieving your prescription quickly and effortlestly. Through origami prototyping, we were able to envision the most efficient locker locations. We built the real size lockers and the mobile prototypes. Once we had it set up we tested the experience with users and iterated on our findings, to finally bring to life our concept.
Once we had built our life size locker prototype, mobile app, and platform for the pharmacist, we set them up and did several rounds of usability testing. We finally gathered the feedback, we focused on our main insights and iterated on our concept.