Before
The existing experience
A cramped, confusing flow that packed everything onto disconnected screens with no clear guidance.
Original Flow
The prescription refill flow had a low completion rate and high call-in rate to pharmacists. App store reviews reflected deep frustration—users couldn't figure out how to refill their medications.
For a user base that skews older (40+), the existing UX was failing at the most basic task the app was supposed to solve.
Users had to complete steps A, B, C sequentially, but the UI didn't communicate this. Many hit disabled buttons and bounced.
Tiny checkboxes that immediately removed prescriptions. For users with reduced dexterity, accidental deletions were common.
The location picker was a flat text list—no map, no hours, no way to identify your regular pharmacy.
The submit button stayed disabled with no explanation. Users stared at a grayed-out button with no path forward.
A cramped, confusing flow that packed everything onto disconnected screens with no clear guidance.
Original Flow
I conducted a comprehensive audit, documenting issues and cross-referencing with app store reviews to validate frustrations.
Feel as easy as booking an Airbnb. Minimize overthinking, let users navigate with confidence.
WCAG compliance. Optimized touch targets, clear directives, moderate pace for our 40+ demographic.
Close work with ITDM and engineering to understand backend constraints and what was shippable.
I broke the monolithic screen into a step-by-step flow. Each step has one job.
Redesigned Flow
App Store rating after redesign launch
Working within backend limitations forced smarter UX solutions. The date picker came from deep collaboration with engineering.
Without robust analytics, app store reviews became my primary signal for validating pain points and prioritizing fixes.
Designing for our 40+ demographic meant larger touch targets and clearer sequences—which benefited everyone.