Project timeline:
3 weeks
Deliverables:
Mobile App
Role:
Product designer
Target & Context:
UK Pharmacy & Healthcare market
Tools:
Figma, Figjam, Google form, Google Doc
Watch short presentation online
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Introduction
Swish Relief is a revolutionary startup in the United Kingdom that aims to transform the traditional pharmacy model by providing pharmacy stores with an online sales channel.
The platform allows patients to conveniently shop for medicines from stores near them and consult with pharmacists online.
As the UX/UI designer for this project, the objective was to create a user-friendly, intuitive, and visually appealing interface that would facilitate seamless interactions between patients and pharmacists, ensuring a positive user experience.
Discovery
I had a discovery call with the client to understand the problem he intends to solve, his objectives with this project and he business side of things.
I also met with the developer to discuss how the backend will look like, database collection structure and his work process to help me create implementable interface experience.
UX Research
The Problem
PATIENTS
Long waiting time to get prescribed med from a pharmacy store due to few pharmacist serving many patients
Difficulty in accessing pharmacists to get counselled on med use and other concerns
Inability to know the availability of medicine in a store aforehand before waiting in line only to find out that one or two med is not available and patient will have to hop for med in another store
PHARMACISTS & MED VENDORS
Fatigue from answering patients in-store and those calling via phone (Stores can't afford to hire many pharmacists to service a store hence the choking workload on pharmacists)
Managing inventory and updating stock together with other mandatory daily tasks
Revenue loss due to inability to expand workforce to serve many patients
These problems were pointed out by practicing pharmacists and patients in the UK. Data was shared with me and I discussed the business model with the client.
Target audience & Goals
Research based target audience and goals gathered from 226 respondents and 2 in-depth interviews
TARGET
Customers too busy to spend long hours on shopping for meds
GOAL #1
To shop for meds from stores nearby and faster.
GOAL #2
To access other pharmacy services from stores nearby.
GOAL #3
To have foreknowledge of pharmacy store stock.
GOAL #4
To reduce the hassle of shopping from multiple shops for rare meds.
Competitive insights gathered from top 3 online pharmacy stores in the UK
Boots.Com
ChemistDirect.Co.Uk
LloydsPharmacy.Com
Features people need
Insights gathered from interview with pharmacists with the aim of ensuring this solution will not increase their already hectic daily workload but rather reduce stress, fatigue and increase income.
Schedule appointment
User personas - Who am I designing for?
I interviewed two UK resident and open-endedly asked them to share teir memorably good and bad experience shopping a pharmacy store in the UK. I crafted a persona (Cynthia Donalds) to capture their pains in line with the client's highlighted problems to solve.
I also interviewed a pharmacist in the UK who shared his experience working in a community pharmacy store ( I highlighted his complaints below)
Action-based user flows
User action VS User flow
Wireframe & Design
High fidelity Design - Mobile
SELECTED KEY FEATURES PRESENTATION
Home screen architecture
Prioritizing:
Location switcher: For users to change primary search-from location in the UK
SR Pharmacist consultation: To consult hired registered Swift Relief Pharmacist
In-store shopping experience: For return buyers who have preference for a particular near store
Med tags: To tailor-guide users shopping med collections
Ads: To increase advertising store income and announce available services and SR revenue
FEATURE #2
User preferred search range
Allows users like Cynthia determine how far the store they will shop from should be from their primary location.
FEATURE #3
Two route search
Cynthia can search for stores nearby or search for medicines or services nearby. Medicines and services are shown with the stores they can be found in.
FEATURE #4
3 points user-friendly Ads display
Ads are displayed at the most viable point of use without disrupting the user's journey
FEATURE #5
In-store or Single store shopping experience
Allows Cynthia to shop med and find services available in a store and benefit from the store's promotional ads on display.
60+ more screens
Prototype & test
Mobile App Prototype
I presented and tested the prototype with the owner for reviews and revisions before exporting assets and handing over to the developer for development.
Upon final revision, I handed over design assets, components and documentation to the developer and provided guidance when needed.
Limitations & key takeaways…
I was met with design decisions that the owner didn't deem fit, I had to explain the logic behind my decisions and we had to meet in the middle on what to keep and what to discard.
I created this mobile Application bearing in mind all the necessary government laws and pharmacy practice guidelines in the UK
I was unable to lead primary research and had to rely solely on secondary research and primary research data provided by the owner
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