CCS Medical | Work at Manifold | Product design
Simplifying patient’s prescribing
and refilling process
My Role
Product Designer
Visual Designer
Team
Yara Abdallah (Developer)
Samuel Royall (Developer)
Bobby Morales (Product Manager)
Timeline
Jan 2023 - April 2023
CCS Medical is a company that helps deliver medical supplies and equipment to its customers. Currently, meaningful engagement in CCS portal is very low — users weren't doing much other than viewing past orders. Communication is heavily done through phone calls - from reordering supplies to checking order status causing long call wait times and getting supplies accurately and on time. There was an opportunity to design a better customer experience through their portal that would improve patient’s prescribing and refill process.
Background
Previous CCS Portal Experience
Ultimately, users needed a way to be able to make orders through the portal in an efficient and intuitive way, and view the shipping status updated in real-time with estimated delivery dates.
We start the project with understanding the users first. To help ease the transition from a phone call to digital, I facilitated observation calls and user interviews with CCS agents and translated the synthesized research findings through the story of a persona.
Deeper dive into the current process
Exploration workshops
From there, I collaborated with my PM to create an Excel sheet to list all the logical possibilities that need to be communicated, considering factors such as customer’s shipment type, insurance type, etc. to figure out how we could simplify communication. We created a prescription order lifecycle journey to figure out key moments where customers and CCS disconnects. We then proposed a new standardized reorder flow and created an information architecture to look for all bottlenecks. This helped me figure out edge cases and what would trigger exit flows, for example if customers exceeding supplies that they should have on hand, it would push them out of the flow.
To increase the speed and accuracy of the order process, as well as to save call time, our first goal was to entice patients to shift from a phone call to digital by submitting orders through the CCS patient portal.
Standardizing the reorder flow
Solution #1
Post-purchase experience
Solution #2
CCS currently has an end-state of “purchased.” However, from the customer’s perspective, “purchased” is the initial state. So after creating the order flow, we shifted our focus to the post-purchase experience -- what happens once you complete your order.
Order Shipment Tracking
Solution #3
To enable users to view real-time shipping status updates along with estimated delivery dates, we created an order details page. In our efforts to ensure mobile-friendliness, we opted for a modular approach by segmenting the page into various sections. This way, users can easily navigate through different categories to access the information they need.
Some design iterations…
By transitioning the order experience from a phone call to digital, we were able to help CCS establish an efficient, effective system for its clients. Post launch, CCS analytics team tracked the impact and considered the project a success.