Pharmacy Customer Medication Management App Case Study
Maxor, a leading pharmacy logistics and operations provider, sought to enhance its medication management experience for regional independent pharmacy organizations. Their existing app and website suffered from usability issues and lacked critical features, hindering patient engagement and impacting client satisfaction.
Challenge & Opportunity
Maxor's previous medication management app struggled to meet the needs of both pharmacy clients and their patients. User feedback highlighted several key pain points.
Objective & Solution
The primary objective was to design and develop a completely new, intuitive, and customizable medication management app.
Based on the insights, we developed a product strategy that was at the intersection of business objectives & human-centered design.
User-Centered Research
We conducted user interviews with 20 patients and 15 pharmacy staff members to understand their needs and pain points & performed a competitive analysis to identify best practices and areas for differentiation.
Key Insights
Our research revealed that patients prioritized ease of use, quick refills, and direct communication with their pharmacist. Pharmacy staff emphasized the need for a platform that integrated seamlessly with their existing systems and allowed for customization.
Product Definition
Our stakeholder interviews helped us define the 2 clear business product objectives – design a digital management platform where retail pharmacy customers can easily manage prescriptions, and develop the platform so that clients have full customization of the feature sets and the branding and UI stylization.
Based on insights and the resulting product strategy
we designed a user-friendly app with the following key features
Guest and
Member States
Allowing users to access a limited set of core management features, or be authenticated for a full suite of features and functionality
Extensible Refill Features
A flexible refill process allowing patients to quickly order refills for single or multiple medications across their account and family members at the same time.
In-App Messaging
Secure messaging functionality enabling direct communication between patients and pharmacists for questions and support.
Customizable Interface
A flexible design system with white-labeling capabilities, empowering pharmacy clients to tailor the app's branding and features to their specific requirements.
The product strategy & features set led to
conceptual exploration of the interface and UI design.
The redesigned app achieved significant improvements in key performance indicators within the first 6 month trial release.
70% increase in conversion
The sign-up rate increased by 70%, from approximately 10% to 80%.
25% increase in refills
We observed approximately 25% increase in overall prescription refill rates.
50% active engagement
Approximately 50% of registered users actively engaged with the app on a monthly basis, exceeding our initial target of 30%.
35% reduction in call center
This increased engagement translated to about 35% reduction in customer service calls related to prescription refills.
Maxor secured their partnerships with three top-tier regional pharmacy clients who fully customized the app to meet their users' needs and business objectives. Client feedback was overwhelmingly positive, with many praising the app's ease of use and customization options.
My role
Led the UX strategy and architectural overhaul of a comprehensive patient-facing platform to drive engagement and operational efficiency.