The Challenge
When users have a telehealth appointment, their providers may prescribe medications to treat diseases, manage chronic conditions, or relieve symptoms, but users don't have a way of tracking their orders in the app. (Please note: prescribed medications = orders).
This leads to a lot of frustration and dissatisfaction because users pay a lot of money to receive the help they need, but get no updates on their orders. To get any update, they would need to contact our customer service team.
Maddie
QuickMD Project Manager
"Users don’t have a way of tracking their orders in the app or know when to expect them. "
Approach
Before this feature was officially on the roadmap, I was given time to conduct an early design exploration with the goal of identifying constraints, and envisioning what order tracking could look like. This groundwork helped set the stage for a more informed approach once scope was smoothed out.
1
Map the current workflow
There’s different channels an e-order goes through before it reaches the patient.
It was crucial to visually map the workflow to identify opportunity areas and articulately explain the problem/solution in critiques and to leadership.
2
Uncover redundant statuses
As we explored solutions, we discovered there were different statuses shown to patients, providers, and the VA team.
By working closely with the PM and BE engineer, we consolidated all the statuses and identified what screens were being affected before adding new ones.
3
Roll out MVP and gather feedback
Our long-term goal was to add in complete tracking updates, but it would take longer than we wanted.
So we compromised by rolling out the important tracking updates first, knowing we’ll iterate once we get feedback.
Early exploration
Early designs that explore shipment details and tracking without any constraints or requirements.
Result
Phase 1 of this solution, which included new sections within the app and new emails, was successfully implemented and users can now stay up to date with their orders from our pharmacy partners or their preferred pharmacy. Phase 2 will include an investigation on the data and a full integration with shipping carriers.
89% email open rate + 60% click rate for tracking shipment
Along with the new additions within the app, two new emails, one that confirms their order and the other saying its ready to ship was also launched.
Initial data shows the ‘Ready to ship’ email was especially useful and users value knowing when they can expect to receive their order.
New section + quick status updates
On the landing page, users can quickly see the progress on their latest order(s), view its details, or view their order history.
As orders go from the provider, to the pharmacy, and to the patient, users can now stay updated when their orders are:
- In progress
- Sent to pharmacy
- Shipped
Updated order details
I kept the same layout, but added a few tweaks. By adding the ‘Carrier’ label, users now have an idea of where their orders will arrive (e.g. door, mailbox).
I also added a ‘Help’ section at the bottom that provides a link to the appropriate FAQ for those motivated to search for a quick answer themselves and a button to contact support for more complex inquiries.
