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
Core Experience
Within the Core Experience team, I led 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 managed and iterated on the consumer facing Capsule Design System.
As part of my role, I also managed and iterated 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.
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.
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.
