Simplifying the repeat prescription process

Pharmacy
service design

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.

Our work included:

Synthesis of existing research
Personas and user needs
Stakeholder ideation workshop
Design principles
Value propositions
Service mapping
Paper prototyping
Clickable digital prototypes
User testing with staff and customers

Discovery

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.

Discovery findings and outputs:

Fragmented processing of scripts
Issues due to human error
Lack of information traceability
Multiple sources of information
Lack of feedback mechanisms
No triggers for action
Data security issues
Identified bottlenecks in process
Determined behavioural interventions

Approach

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.

Impact

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.