Challenge
Medly’s teams across the U.S. and India struggled to share patient data, manage compliance, and transfer prescriptions efficiently. We tackled the challenge through a service design lens, unifying digital systems, physical workflows, and human touchpoints into a cohesive, human-centered experience.
Behind Medly’s sleek digital pharmacy experience was a team of pharmacists and technicians managing a maze of disconnected tools. Filling a prescription often meant bouncing between two or three systems just to complete a single order. It slowed down operations, created frustration, and left little room for meaningful patient care.
Our challenge was to bring clarity to the chaos — to design internal tools that made the day-to-day pharmacy workflow faster, smarter, and more human.
Approach
We conducted ethnographic research by shadowing pharmacists, technicians, and operations staff, mapping the entire pharmacy service journey from prescription drop-off to pickup. This revealed gaps in communication, efficiency, and compliance — issues rooted as much in process as in software.
Using a service blueprint, we connected frontstage (customer-facing) and backstage (operational) systems to align people, tools, and data across the organization. Our insights informed improvements across Medly’s internal suite, from customer service and delivery tools to mobile experiences, creating cohesion across every touchpoint.
We benchmarked digital and physical pharmacies to define a hybrid operating model, prioritizing inventory tracking, prescription transfers, and integrations with digital prescription services. I led the creation of the design system and partnered with cross-functional teams to ensure consistency, scalability, and usability across all products.
Impact
Simplified the prescription management process and reduced tool fragmentation (from 4 apps to 1–2).
Improved Rx turnaround time with a dashboard and queue that removed bias from task prioritization.
Unified digital and in-store operations through a cohesive service design framework.
Established a scalable design foundation that supports operational, clinical, and customer-facing tools.
I have crafted experiences for some pretty cool brands and startups. Here’s a small sample of the work.
