How I revamp traditional designed pharmacy application for greater time and task efficiency
Project background
Design method (Duration : 1 weeks)
Bangkok Drugstore Company, which operates over 104 pharmacy branches throughout Thailand, has decided to expand its reach by launching an application called “ร้านยากรุงเทพ.” This app offers 24-hour medical consultation and delivery services to both potential and existing customers and has been in operation for three years
As a customer myself, I noticed both issues and opportunities for improvement in the application. This inspired me to redesign the app and explore ways to enhance it
Throughout the design process, we will go through five methods :
a. Secondary research
b. Competitor analysis
c. Service safari
d. User survey
e. Prototype
UX Research & Design
UI Design
Role
Before embarking on a redesign, I believe it is crucial to thoroughly understand users’ needs and behaviors from a comprehensive perspective. This process includes identifying user challenges, analyzing competitor strategies, and generating ideas to address these issues
a. Secondary research
Research indicates a shift towards online medicine orders instead of visiting on-site drugstores or pharmacies. This trend is driven by the rising use of super-apps, which provide easy access to online delivery for a wide range of products, including medications
Additionally, many apps offer free consultations with pharmacists, who can also order prescribed medicines for users. With the increasing number of tech-savvy individuals, consumer behavior is evolving towards services that offer convenience and cost-efficiency. As a result, online and app-based services are becoming the preferred choice
Is there an app where I can order medicine online
Recommended 6 Medical Applications
Discover Our Medical Subscription Services
Ordering medicine from the comfort of your home is now possible
I lived quite far away and there’s no car right now,
can you guys give me suggestions?
Where you can order medication online and access free health check services
Need your prescribed medicine regularly?
We've got the perfect solution for you!
Why go out when you can order prescribed medicine with just one click?
b. Competitor analysis
c. Service safari
Next, we will examine our competitors who offer similar services to see how they are meeting user needs, identify any issues they are facing, and understand how they are addressing those challenges
To gain more detailed insights, I took on the role of a customer and tested both scenarios—ordering medicine and consulting pharmacists—to identify the challenges users might face
A confusing registration process could discourage users from using the app right from the start
Providing a list of available agents, along with their areas of symptom, could help users choose the right assistant for their needs
Informing users of the chat queue length would allow them to know how long they will have to wait for their turn
Implementing a category of topics could help guide users to the appropriate pharmacist based on their expertise
Implementing a form for users to fill out about their symptoms before entering a live chat could speed up the process and help direct users to the right expert
After gathering comprehensive and detailed insights from the service safari, competitor analysis, and user survey, I synthesized and analyzed the data, categorizing it into three groups based on where problems occur: user experience, user interface, and technical issues. I then prioritized the "Minimum Viable Product" to address the most critical problems first
As conclusion, our solution would focus primarily 1) Feature for managing time and tasks
2) Eliminate unnecessary elements and re-prioritize information and context
3) Improve visual and context hierarchy
d. User survey
To broaden the scope of insights, I decided to conduct a user survey to gather direct feedback on users' experiences, preferences, and pain points. This feedback will serve as a valuable resource for enhancing user experiences and addressing any issues
e. Prototype
What I Learned
I reviewed the existing elements (you can scroll right to see the original design) to identify gaps in the critical aspects of time and task management, and assessed whether the visual and contextual design was properly designed and prioritized. I then made the necessary adjustments to address these issues
During this redesign project, I learned a great deal, including how to conduct a service safari, perform user surveys, and effectively synthesize data to identify the right problems and solutions. I also explored and researched extensively to create an interface that meets our goals. Overall, I gained significant insights into design methods in a short amount of time and am excited to continue learning in the future!
