InjuryScripts Customer Portal
The customer portal came into fruition in 2019 to support the internal pharmacy software. The idea was for customers to be able to manage their profile at any time to avoid having to call the pharmacy. Customers can update their personal information, make payments, request refill orders and more. It has stayed pretty basic in its logic and look until now. The system has become bulky, hard to navigate and unappealing.
THE CHALLENGE
Easy Wins
The goal is to simplify the amount of steps a user has to take and eliminate confusion to increase use of the portal. The plan was to collect data on usage, have users test, take note of the pain points and design high-value, low effort solutions that would improve user experience before completing a total overhaul.
My Role
As the designer, I have run tests, collected data, conducted research, created mockups and presented to stakeholders.
DISCOVERY
What is not working?
Sign up is a cumbersome process due to needing all fields to match exactly what is in the internal software.
The order refill interface is confusing and hard to navigate.
The current payment ledger lists payments from different billing systems and cannot be paid as a total balance.
CONCLUSION
Insights
I have setup customer surveys to include feedback on the current system to give their on specific areas and overall.
Customers have noted that sign-up was difficult due to information matching. They stated it either took several tries, they called us for help or gave up.
"Sign-up is hard. It kept stating ‘Info does not match’, after 5 tries I was able to sign-up.”
One user stated it is difficult to navigate their list of prescriptions because it is not based on name.
“Why can’t you give me the name of my medicine? I don’t remember the prescription number or order”
The Redesign | Work in Progress
This project is still in the redesign phase due to the portals parent program redesign.
So far, as a team we have collected the issues and fleshed out solutions.
The first step was to add more prescription information into the parent system to be able to reflect into the patient portal. This included prescription information, last refill date, expiration date, insurance information.
