As Lead Product Designer at Medly, I managed a team of designers building internal tools, including pharmOS, a greenfield pharmacy management platform. Medly operated pharmacies across the U.S. and India, where teams struggled to share patient data, manage compliance, and transfer prescriptions efficiently. We approached the challenge through a service design lens, aiming to unify digital systems, physical workflows, and human touchpoints into a seamless, human-centered experience.
Scope
Client
Duration
Year
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.
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 — ensuring 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.
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.
