The Challenge
The legacy portal buried critical information like prescription expiration dates and order tracking 3+ clicks deep. In user interviews, 3 of 4 participants reported missing refills in the past 6 months due to poor visibility. The checkout flow required navigating 4 separate screens, and users had no reminder system—relying entirely on memory to manage their medications. The confusing interface eroded trust and led to increased support calls.
The Solution
We redesigned the home dashboard to surface time-sensitive information immediately—prescription cards with expiration dates, refill status, and order tracking are now visible at a glance. Smart sorting prioritizes urgent items, while a streamlined 4-step checkout consolidates the purchase flow. We replaced pharmacy jargon with plain language, added automated refill reminders, and reduced the refill request from 5 taps to just 2. The result: a SUS score of 71.1 and 4 of 5 users rating the new flow as "very easy."
