Dermatica: Enable eligible customers to take oral antibiotics for their skin conditions
Dermatica: Enable eligible customers to take oral antibiotics for their skin conditions
Dermatica helps people achieve their goal of having healthy skin. For some customers this is more difficult than others due to the severity of their skin condition. The core topical product, used alone, can take longer to show results and sometimes the condition can become worse before it gets better. To tackle these challenges, the clinical team wanted to test if offering oral antibiotics alongside the existing prescription cream would help customers get faster results and have a more positive outlook on their journey to healthy skin.
Role:
Service Designer
UX Designer
Objective:
Enable eligible customers can order oral anitbiotics and treat their skincare conditions
Process:
1. User journey mapping
2. Stakeholder journey mapping
3. Service blueprinting
4. Design
5. Experiment
Artefacts:
Journey maps
Service blueprint
Designs
Results:
After a successful experiment the product was launched to acne and rosacea patients
To be able to order oral antibiotics, customers would have to be eligible - they would need to have been previously assessed by the clinical team and fall into a category defined by a more severe level of a skin condition. With that in mind, I explored some possible options on where in the user journey it would be appropriate to introduce the new product offering. In parallel, I also needed to better understand what additional information the clinical team needed in order to confidently prescribe antibiotics to any eligible customer.
I mapped out the steps the clinical team goes through in order to prescribe topical treatment and oral antibiotics. That helped me gather the feature requirements we needed to have in place for the experiment to go live.
Apart from the clinical team having active participation in the prescription of oral antibiotics, there were other teams who were involved too, from the operational side of things - their process and timelines directly impacted the customer journey and experience. To get the best experience possible and for all teams to be fully aligned, with the support of the engineers in my team, we held multiple service blueprinting sessions to map out exactly how the feature would work and affect different departments.
Having the service blueprint helped me confidently complete the designs and put together a quick usability test while the rest of the team was busy building the solution.
We then launched the feature to a small number of people to measure customer demand and successful use of the product.