Project Overview
DESIGN GOAL
Reduce Drop off and improve a low match rate so that more patients would be able to access their prescriptions online
Reduce Rx-tie-related call rate
Improve overall experience for our users going through the Rx tie authentication
SOLUTION SUMMARY
Through the design thinking process, I have analyzed the legacy experience, assessed relevant analytics, voice of customer, and other available data to define key pain points and come up with hypothesis.
In a phased approach, we've designed, iterated and user-tested proposed solutions in support of the business goal and most importantly the user.
Completed the redesign of an entire experience including Happy Path Scenario for 2-step Rx Tie pharmacy authentication process: 1. Happy Path Scenario consisting of 2 steps: Step 1. Patient lookup by demographic info and Patient lookup by Rx label info. Step 2. User Verification; 2. Error state & Lockout experience; 3. Already Rx-tied Scenario
Happy path
Step 1. Patient Lookup:
• User would have to enter their information which has to match their pharmacy records. There're ways to look-up those records:
User's demographic information
Rx label information ( Rx number, Store number, User's DOB)
Step 2. User Verification:
• If If the search by the information entered returns a unique match to user's pharmacy profile, prior to obtaining access to digital pharmacy, the user would need to verify their identity. There are two ways of doing that:
Two step authentication by entering one time code sent to mobile number on file
Answer identical questions ( A third party vendor)
Feature 2
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