As part of Doctorlink's mission to reduce the pressures on GP practices the business decided to introduce the ability to allow patients to manage their repeat prescriptions online. There are already products out there that let you do this, but the challenge was how this functionality could seamlessly slot into the existing Doctorlink application. I began by researching competitors operating in the same space and mapping out some concepts.
Once I felt I had a fairly strong understanding of the limitation and constraints, I started to draw up a proposed journey. This was a simple success flow, which showed a registered patient logging into Doctorlink and re-ordering existing repeat prescription medications from their record.
I used these designs to create a prototype to test with some real subjects.
In order to validate or disprove any assumptions I worked with our UX researcher to test the concepts with real users. We tested with a range of people who’d previously had experience of managing their prescriptions using a digital product.
There were some clear key learnings from the prototype testing:
- Patients want an indication of when a repeat prescription is ‘ready to collect’ from their nominated pharmacy.
- We need to be clearer about how the user is contacted by the practice or pharmacy regarding their prescription request.
- Patients want to be reminded before they need to renew their prescriptions.
- The word “remove” sounds a bit final and users are unsure if medication can be added again.
- Some patients may need reassurance that changing their nominated pharmacy isn’t a permanent change.
Building out the journey
It's not enough to just have a validated prototype. I had to work closely with our project manager and developers to ensure that every aspect of this feature had designs. There was a lot to consider - some of the major considerations were;
- What happens if a patient's record didn't contain all of their current repeat prescriptions?
- How should a patient request additional medication?
- How does a patient review their previous orders?
- How should we show the status of an order?
- How should we differentiate existing medication orders and new medication requests?
- What do prescription notifications look like?
I mapped out various journeys in Sketch and prepared these for a second, more rigorous round of user testing.
Updating the design system
Any new components which have been approved for use in the new journey need to be added to the design system. The process ensures that the work is available for other designers in the future. It also allows for any detailing that might not have been necessary in the designs.
The finished flow
You can view the final prototype in its entirity here.