01 / CASE STUDY

From 17 Steps to 3

From 17 Steps to 3

From 17 Steps to 3

Simplifying and personalizing a complex frontline workflow.

MY ROLE

Design Leadership · Research Strategy · Product Strategy

I set the strategic direction, guided a team of 3 designers through research and design decisions, and aligned cross-functional partners around a shared vision.

Prescription pickup workflow on a desktop monitor

The Challenge

Increase patient adherence program enrollment by making the most of prescription pickup—the only face-to-face touchpoint between associates and patients.

My Action

I challenged the initial feature request and led research, design, and strategy to transform a fragmented 17-step workflow into a simpler, more personalized 3-step experience.

The Impact

A simpler process. Measurable impact.

A simpler process. Measurable impact.

A simpler process. Measurable impact.

3×

3×

3×

Text message enrollment

$9.7M

$9.7M

$9.7M

Year-over-year savings from Auto-Refill enrollments

87%

87%

87%

Associates rating the process easy

15

15

15

Stores in the initial pilot

CONTEXT + OPPORTUNITY

I challenged a feature request to rethink the entire pickup experience.

I challenged a feature request to rethink the entire pickup experience.

I challenged a feature request to rethink the entire pickup experience.

The ask

Increase adherence program enrollment by adding an enrollment indicator to the patient information card.

Increase adherence program enrollment by adding an enrollment indicator to the patient information card.

Increase adherence program enrollment by adding an enrollment indicator to the patient information card.

My pushback

Enrollment needed more than visibility. I advocated for a workflow designed to drive action.

Enrollment needed more than visibility. I advocated for a workflow designed to drive action.

Enrollment needed more than visibility. I advocated for a workflow designed to drive action.

THE OPPORTUNITY

Redesign prescription pickup to make patient care and program enrollment a natural part of the experience.

01 / RESEARCH

The real problem wasn’t visibility. It was the workflow.

The real problem wasn’t visibility. It was the workflow.

The real problem wasn’t visibility. It was the workflow.

I shaped the research strategy to understand how associates approached pickup and what prevented enrollment. I then led cross-functional discovery to establish a shared vision.

I shaped the research strategy to understand how associates approached pickup and what prevented enrollment. I then led cross-functional discovery to establish a shared vision.

I shaped the research strategy to understand how associates approached pickup and what prevented enrollment. I then led cross-functional discovery to establish a shared vision.

Enrollment lost attention

Associates were skipping enrollment because it competed with other tasks.

A fragmented workflow

The 17-step, modal-heavy workflow didn’t match the way associates thought about their work.

A clear mental model emerged

Associates naturally grouped pickup tasks into three meaningful moments.

CARD SORT RESULTS

02 / DISCOVERY

Building shared direction

I brought design, product, engineering, and business partners together to turn research findings into a shared direction. Through workflow proposals, stakeholder feedback, and collaborative ideation, we aligned on a vision.

THE VISION

Empower associates to manage patient care holistically by bringing the right data forward at the right time.

Right data. Right time. Whole patient.

02 / DISCOVERY

Building shared direction

I brought design, product, engineering, and business partners together to turn research findings into a shared direction. Through workflow proposals, stakeholder feedback, and collaborative ideation, we aligned on a vision.

THE VISION

Empower associates to manage patient care holistically by bringing the right data forward at the right time.

Right data. Right time. Whole patient.

02 / DISCOVERY

Building shared direction

I brought design, product, engineering, and business partners together to turn research findings into a shared direction. Through workflow proposals, stakeholder feedback, and collaborative ideation, we aligned on a vision.

THE VISION

Empower associates to manage patient care holistically by bringing the right data forward at the right time.

Right data. Right time. Whole patient.

03 / DESIGN

A simpler workflow. A more meaningful moment for patient care.

A simpler workflow. A more meaningful moment for patient care.

A simpler workflow. A more meaningful moment for patient care.

I guided the team in translating associates' mental model into a simple and personalized workflow, creating a dedicated moment for patient care instead of competing with other tasks.

I guided the team in translating associates' mental model into a simple and personalized workflow, creating a dedicated moment for patient care instead of competing with other tasks.

I guided the team in translating associates' mental model into a simple and personalized workflow, creating a dedicated moment for patient care instead of competing with other tasks.

01

Select Medications

02

Patient Care Updates

03

Check Out

KEY DESIGN DECISION

Personalize patient care by prioritizing what matters most.

Surface the most relevant care opportunity at each pickup, using the ongoing patient relationship to address needs over time rather than overwhelming patients in a single visit.

Surface the most relevant care opportunity at each pickup, using the ongoing patient relationship to address needs over time rather than overwhelming patients in a single visit.

Surface the most relevant care opportunity at each pickup, using the ongoing patient relationship to address needs over time rather than overwhelming patients in a single visit.

04/ VALIDATE

Making sure the experience worked in practice.

Making sure the experience worked in practice.

Making sure the experience worked in practice.

I led the team in validation with pharmacy associates to evaluate the workflow, gather feedback, and identify improvements.

I led the team in validation with pharmacy associates to evaluate the workflow, gather feedback, and identify improvements.

I led the team in validation with pharmacy associates to evaluate the workflow, gather feedback, and identify improvements.

87%

87%

Of associates rate the process as easy to complete

“This will be so much easier to train our new people on!”

— ASSOCIATE

05/ ROADMAP

Turning the vision into an incremental roadmap.

Turning the vision into an incremental roadmap.

Turning the vision into an incremental roadmap.

I balanced near-term business priorities with the long-term vision, aligning partners around incremental releases that could deliver value along the way.

I balanced near-term business priorities with the long-term vision, aligning partners around incremental releases that could deliver value along the way.

I balanced near-term business priorities with the long-term vision, aligning partners around incremental releases that could deliver value along the way.

STEP 1

Text Message Enrollment

DELIVER IMMEDIATE VALUE

STEP 2

Auto-Refill

EXPAND THE MODEL

STEP 3

Full Redesign

DELIVER THE VISION

06/ DELIVER

When the pilot stalled, I helped the team forward.

When the pilot stalled, I helped the team forward.

When the pilot stalled, I helped the team forward.

The Challenge

The pilot was stalled due to bugs being found and our release cadence being too slow.

The pilot was stalled due to bugs being found and our release cadence being too slow.

The pilot was stalled due to bugs being found and our release cadence being too slow.

Unblocking Progress

I brought product and engineering together to identify a isolated release process to increase speed to delivery

I brought product and engineering together to identify a isolated release process to increase speed to delivery

I brought product and engineering together to identify a isolated release process to increase speed to delivery

RESULTS

My incremental strategy delivered measurable value early, while building toward more holistic patient care.

My incremental strategy delivered measurable value early, while building toward more holistic patient care.

My incremental strategy delivered measurable value early, while building toward more holistic patient care.