"The new pick-up code feature saves us a lot of time and confusion..."
~ Partner Pharmacist
Overview
The Wellapartner app is an app which allows pharmacists that are partnered with Wellahealth to receive and view details of fulfillment requests, to access relevant details of customers covered by Wellahealth, and to access payment for drugs sold and service rendered.
Play Prototype >Â
The Features
A tab that will allow pharmacists quickly identify and view new fulfillment orders.
A pick-up code feature that will allow Pharmacists immediately identify customers.
A fulfillment flow that will make it easier for pharmacists to confirm that drugs/service has been dispensed, with no extra steps.
A feature that makes it clearer for Pharmacists to know what balance they have access to.
Changes in the wallet flow to make room for effective in-app ads that will not disrupt user experience.
Project duration
3 months
The Problems
Pharmacists forget to notify Wellahealth that they have dispensed to customers, and as a result, they have their payouts delayed because there is no way for Wellahealth to immediately know that customers have gotten their drugs dispensed.
When Pharmacists finally call in at a later date to ask for their payouts, Wellahealth has to review and reconcile records.
This process is bad experience both for Wellahealth and for pharmacy partners, and builds a lack of trust.
Wellahealth needs a new stream of income so they need a way to place ads in the app.
Because of the nature of the service, Pharmacists are not always able to withdraw all of the money shown on their wallet, because some of the balance is from a fulfillment that is yet to be confirmed as dispensed. This creates a lot of confusion and mistrust.Â
The Goal
We need a way to immediately know that partner pharmacies have dispensed drugs/services to their enrollees.
We need a way to place ads on the app without compromising on user experience.
My Role
I am the UX designer.
My Responsibilities
UX research, ideation, wireframing, low and high-fidelity prototyping, conducting usability studies, accounting for accessibility, and iterating on designs.
Key Decisions
We needed to eliminate the need for the pharmacist to take any extra step to inform Wellahealth that the service/drugs have been dispensed. This means that the confirmation has to be linked to identifying the customer.
We need to improve the fulfillment flow so that pharmacists can immediately see the approval statuses of their new fulfillment orders, and take appropriate steps.
We needed to edit the wallet page to accommodate ads without compromising on user experience.
We needed to make the account balance information on the wallet app clearer to the customers.
The Pick-up Code
We made changes to the user journey:
With the original user journey, customers got an address of the pharmacy from where they had to pick up their drugs, and pharmacists got the user's ID and prescription details. This made it possible for Pharmacists to dispense drugs without Wellahealth knowing, thereby requiring pharmacists to take the extra step of informing Wellahealth that the prescription has been dispensed.
With the new user journey, customers get a pick-up code which they take to the pharmacies, Pharmacists on the other hand only get a request without an attached ID, to help them get ready for pick up. So that when the customers show up with their code, the pharmacist keys in this code into the app to match the customer to their prescription. This way, Wellahealth immediately knows when a pick up is happening.
Seamless Pick-up Confirmation
With this, we removed the necessity for Pharmacist to contact Wellahealth to report that they have dispensed drugs to a customer.Â
Wellahealth gets immediate updates, and is able to immediately pay claims due to the pharmacies, eliminating the regular conflict.
The new Fulfillments flow
The improved fulfillment flow not only achieves our goal of clearly showing Pharmacists the respective stages of each fulfillment order, it also eliminates the need for Pharmacists to take extra steps to report that they have dispensed an order so that they can get their pay sooner.
This improves user experience for our partner Pharmacists and engenders trust.
Old Fulfillments Page
Pharmacists desired to be able to know the status of their fulfillment orders, especially after they have given a quotation.
Improved Fulfillments Page
We added a new toggle filter that separates the fresh orders from orders that have been quoted and awaiting confirmation.
We also used color coding to make this even easier to differentiate. Using brighter (green, red) colors to indicate statuses that require action, and duller colors (grey, blue) to indicate statuses that require no action from them.
The new Wallet flow
With the new Wallets page, we achieved a couple of goals:
We made room for an ad banner. Our research revealed that the wallet feature is the most used feature on the app. It is also the feature Pharmacists use when they are least busy, and more relaxed. So we chose this page for localizing the in-app ads.
We added a "Pending Balance" feature that would help pharmacies understand how much of their balance they have access to.
We improved the "transaction history" feature, with a more accessible filter function.
Old Wallet Page
Pharmacy partners confused their wallet balance for the amount they could withdraw. And when they found that they are unable to withdraw all of the balance, it caused conflict and mistrust.
Improved Wallet Page
With the new "Pending Balance" feature, Pharmacy partners better understood that part of their balance is locked, and they also understood when it would be unlocked and available for withdrawal.
We also made room for ads, and we ensured ads do not compromise user experience. It is important to note that we only place vetted ads, and we place ads that are not only relevant to our users, but also useful to their business.
Impact
During one of our calls for feedback, Pharmacy partners attested to how the new pick up code is a game changer for them. Most of them found the ad banners useful rather than inconvenient.
For 5 years, we have offered this service for free, but two months after this upgrade, we started charging subscription fees, and still retained all of our original users.
Our recent studies showed a NPS (Net Promoter Score) of 65% for the improved app, compared to 30% for the old version.
Reduced Error Rate on the pick up user journey by over 70%.
Takeaway
Sometimes UX design is not visible. User experience design is not always about "pushing pixels", it's about designing an experience that works for every stakeholder.
As much as UX designers have to prioritize user experience, Designers also have to take the business goals into consideration. This doesn't have to come at the expense of user experience. There can be a balance - a win-win.
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