QuickMD is a telehealth platform dedicated to providing accessible care for services including urgent care, weight loss, and more to patients nationwide. As the lead designer for this feature, I mapped out a way for users to stay updated with their orders.
Maddie
QuickMD Project Manager
"Users don’t have a way of tracking their orders in the app or know when to expect them. "
The Challenge
When you have a telehealth appointment, some times you may be prescribed medications, 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.
Approach
Since this feature would impact patients, providers, and the internal team, it was crucial to understand the current workflow. The flow starts from the moment providers prescribes a medication to the patient receiving their order.
Once the current flow was mapped out, I identified potential areas and solutions. Since different statuses were involved, I worked closely with the PM and BE Engineer to understand what currently exists and to see what we could consolidate to keep things simple.
We split up the solution into phases because while we wanted a full integration with our pharmacy partners, it would take some time. Thus, we decided "Phase 1" would entail the absolute necessities to gather data and receive feedback, but not without some constraints.
Result
Phase 1 of this solution 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.
Want to learn more? Reach out.
The new ‘Orders’ section keeps users updated on their order status.