Transition to a digital prescription management system to provide a simpler customer and staff experience
Repeat prescription dispensing is a core pharmacy activity and a source of great revenue to Well Pharmacy. This project focused on simplifying and improving the process of managing repeat prescriptions in store for staff and customers.
Meeting customers and speaking to pharmacists helped us understand the challenges around prescriptions ordering and how human errors often contribute to break points in the service.
Co-creation workshops and prototyping for a range of ideas to optimise the prescription service
We collaborated with Well’s internal teams, casting the net wide to capture a broad range of insight and ideas for developing a better prescription service. Creating low-fi prototypes to test assumptions early and de-risk future concepts was crucial to build confidence across all stakeholders.
Complex paper-based prescription management system streamlined into a simple digital workflow
Prototypes of a digital prescription management system helped us understand how we could best meet the needs of patients and staff. With elements like automated triggers and timely notifications, we transitioned a complex paper-based system into a simple, efficient workflow and customer experience supported by digital tools and behavioural insights.
Improved staff experience
Better flow, visibility and automation of tasks
Timely and contextual triggers for actions and desired behaviours
Freed time for core pharmacy activities
Transparency of live data
Significant cost saving