Medication Review
A Comprehensive Medication Review (CMR) is an interactive person-to-person consultation conducted between the patient and/or caregiver and the pharmacist. This service enables pharmacists to inventory all a patient’s medications, identify and address patient concerns, and empower patients to self-manage their medications and health conditions.
Role
Principal Product Designer & Secondary Research
Discover
As part of this service, the patient receives a summary known as the "Patient Takeaway." A project to redevelop this tab was initiated, and I was tasked with redesigning the tab to enhance the user experience (UX).
Whay Users Were Saying
I reviewed Customer Support tickets and notes from customer interviews.
Current Behavior Flow
Design
Proposed Flow
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Approximately 93% of CMRs are given directly to the patient. This flow is the primary flow to optimize.
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Grouped together the fields that are required in both task flows.
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The "Patient Takeaway" language selection should default to English. Less than 1% of CMRs are printed in Spanish.
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Use the address on file to pre-populate the address fields.
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Move the attestation to the end of the flow, after the "Patient Takeaway" is created.
The Solution
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Rearrange the fields to optimize for the primary use case, where the patient is the recipient.
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Create a new date picker that only shows the eligible service dates and selects today's date by default. (New Component)
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Change language selection to a more efficient toggle button.
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Enhance the CMR completion status to make it more prominent so the user knows what needs to be completed to enable the "Create Patient Takeaway" button.
Project Outcomes
Reduced Time on Task
The average time to complete this tab was reduced by 50%.
Reduced Clicks
The number of clicks to complete this tab was reduced by about 50%.
Decreased Calls to Customer Support
Calls to Customer Support about this tab have decreased by 80%.
