Zuellig Pharma, an Asia's healthcare services provider, has partnered with pharmaceutical companies to create and implement Patient Support Programs, which aim to assist patients with chronic illnesses. This app aims to reduce 30% turnaround time with medical consultants for 100k+ active users.
Duration
8 months
Contribution
- User flow
- Prototyping
- User testing
- UI/UX Design
- DS Contribution
Stakeholders
- Business owners
- Program consultants
- Product manager
- Product owner
- Developers
Approach
PROBLEM
Patients struggle to enroll in programs and manage their prescriptions effectively
Enrolment takes too long
It takes a long time for patients to enroll in treatment programs due to a complex process and limited supported resources.
Manual paper-based process
Most of processes after receiving prescriptions are conducted offline with paper-based docs, making search and data maintenance difficult.
Project goal
To digitize all offline processes for patients and their caregivers
Challenges
Wearing multiple hats in a tight timeline
I directly worked with business stakeholders to clarify requirements. To meet deadlines, I had to sync up regularly with biz partners and design iteratively with engineers.
Lacking references for inspirations
Because few competitors offers a similar product and the industry landscape is private, I had to understand flows deeply to visualize UI without depending too much on references.
User flow
I worked closely with business stakeholders, PM and Tech lead to map out the flow and discover possible digital touchpoints in the current offline user journey.
Main features
Program enrolment
Guide users what to do to enroll a program and provide program details of which they are about to enroll
Add purchase
Submitting purchase records (and confirming redemption) has 3 ways to verify proofs, depending on the programs' setting. A scalable, streamlined approach is necessary to guide users to do tasks on their own.
Request / Confirm redemptions
Users can request available redemptions, and confirm redemptions once they have picked up their meds with little help from medical consultants.
VARiables setup
White label apps for pharmaceutical brands
The app is rebranded to sell to other pharmaceutical companies. I set up variables and worked with devs to proceed those placeholder changes.
Hightlighted changes after user testing with 6 consultants
I, with the support from another designer and a UX researcher, did 2 rounds of online UT with consultants from Singapore and Malaysia. After UT, we documented issues and prioritizes changes with PM.
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Homepage
Add purchase / Add redemption request
View purchase / View redemption
