Rexall Med Finder
Overview
Rexall is a leading pharmacy retailer in Canada. My team designed a concept feature for their website. Our focus was to help Rexall customers save time and effort to find their medication with ease.
A problem we all have experienced at some point; arriving at a store expecting to pick up a product, only to be met with disappointment that it is not in stock. The feeling of being unable to complete to complete a simple errand can be frustrating! Well it’s not your fault and there is a solution to this problem.
The Problem
Finding inventory at the right pharmacy can be challenging.
Patients with recurring prescription medications have experienced difficulty finding them in stock at the right pharmacy. This leaves them frustrated and inconvenienced. How might we find a way to remove the obstacle of wait and travel times for Rexall Patients.
The Goal
Prioritize convenience for customers, enabling them to locate their medications effortlessly.
Our primary goal was to ensure that the "Find My Meds" feature is intuitive and accessible to all users, including those with varying levels of technical proficiency.
The feature would assist customers in easily searching for their specific medication, providing help in at least 3 ways:
This feature would save patients time from calling or visiting pharmacy locations to inquire.
Avoid the disappointment of arriving at a Pharmacy location that is out of stock.
Diversify the patient’s options. Patients can now decide which in-stock pharmacies they would prefer to visit. Extremely convenient when trying to compound errand runs into a single, efficient trip.
The Research
To understand how users obtain their medications and identify pain points in the process, we conducted interviews with participants who have recurring prescriptions and consulted experienced Rexall pharmacists.
Here is what we found:
“I would like to know ahead of time if there is going to be an issue.”
“It’s hard to find the right pharmacy with my meds.”
“Convenience is very important.”
After conducting customer interviews, we discovered that many people who have prescription medication experience difficulty finding their medication in stock at the right pharmacy and often need to visit locations and inquire themselves.
Jobs-to-be-Done
Rexall Med Finder:
Providing prescription inventory in Rexall locations.
Helping patients connect to the Rexall location’s inventory to know ahead of time which location to pick up from.
Competitor Analysis
We researched and analyzed our direct and indirect competitors.
3 key insights from the competitor analysis driving the ‘Find My Meds’ feature:
Enhance User Convenience: By implementing the ‘Find my Meds’ feature, we simplify the process for patients to locate and obtain their specific medications, reducing time and effort
Improve Inventory Transparency: Providing real-time inventory information ensures patients know medication availability, enhancing their ability to plan and manage their prescriptions efficiently
Bridge Service Gaps: Addressing the limitations of competitors, such as the lack of inventory information and comprehensive glossaries, positions us as a more user-friendly and reliable option for patients.
The Design Process
User Flow
In designing the user flow, we aimed to include all the essential information a pharmacist needs to locate a customer's medication accurately.
Medication/DIN
Ensuring users enter the correct medication name or Drug Identification Number (DIN) reduces errors and helps pharmacists quickly verify inventory.Distance
The postal code and distance criteria help pharmacists and the system focus on the user’s proximity of preference, optimizing inventory checks and reducing wait times for customers.Brand Name/Generic
Offering both brand name and generic options provides flexibility in inventory management and increases the chances of fulfilling the customer’s needs, even if the preferred option is out of stock.
Low-fi Wireframes
By using this layout, Rexall can ensure that users provide all essential details in a straightforward and user-friendly manner, ultimately aiding pharmacists in effectively locating and managing medication inventory.
Informational Hierarchy: Starting with the most critical fields at the top and additional options below. This hierarchy helps users understand the importance and order of the information they need to provide.
Mid-fi Prototype
Maintaining Rexall's branding consistency was a top priority while implementing the "Find My Meds" feature to ensure a seamless and familiar user experience, reinforce brand recognition and trust, and uphold the professional and reliable image that differentiates Rexall in the competitive healthcare market.
Usability Test Results
3 Key Findings:
Pharmacists prefer to have a disclaimer for patients to call for medications such as narcotics/controlled drugs.
User-friendly, The simple design allows users to quickly and easily enter information, enhancing their experience.
The Find My Meds feature was easy to find and straightforward.
Desktop + Mobile Prototype
On the homepage we added a ‘Find My Meds’ button to the Rexall navigation bar.
The Med Finder is an easy 5 step process which will allow users the access to check the inventory for their specific medication.
The pop up window with the following Rexall locations that have available stock. An added legend to understand inventory levels and a disclaimer to call the pharmacy directly for controlled drugs.
Notifying patients to call the pharmacy for medications such as narcotics and controlled drugs
Final Thoughts
The "Find My Meds" feature is a testament to the power of thoughtful, user-centered design. By focusing on the real-world needs of our users, we've created a tool that not only improves medication adherence and safety but also enhances the overall user experience with Rexall's services. This project has reinforced the value of empathy in design and the impact it can have on creating meaningful and effective digital solutions.
Moving forward, continuous user feedback and technological advancements will guide further improvements, ensuring that the "Find My Meds" feature remains a valuable resource for all Rexall users.