MOBILE APPLICATION
SOERS - MEDICINE DELIVERY
A mobile app for ordering medicines by scanning medical prescriptions or uploading images from gallery.
Soers, a user-friendly mobile application that allows their customers to easily scan their prescriptions, place orders, and have medications
delivered right to their doorsteps. By bypassing the hassle of traditional pharmacy visits, Soers brings convenience and accessibility to individuals, ensuring they get the medications they need without the stress. They are committed to excellence and customer satisfaction.
CHALLENGE
In today's healthcare landscape, accessing essential medications remains a time-consuming process for many individuals. Traditional methods of prescription refill require patients to physically visit pharmacies, leading to inconvenience, delays, and added stress, particularly for those with busy schedules or limited mobility. The lack of efficient prescription medicine delivery solutions worsens their situations, leaving patients struggling to manage their healthcare needs amidst their daily responsibilities.
"How can we help users get their medication delivered based on their prescriptions in Tier 2 cities?"
SOLUTION
To address the challenges posed by traditional prescription refill methods and accessibility to essential medications, Soers offers a comprehensive solution through its prescription delivery service. By creating a user-friendly mobile application, Soers aims to simplify the medicine delivery process, allowing patients to order medications with ease just by scanning their prescriptions from their camera or uploading it directly from their gallery from the comfort of their own home.
RESEARCH GOAL
The goal of this research is to understand how customers order/ buy medicines from their prescriptions and their experience with it in tier 2 cities
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1. Identify how users buy their medicines and how often.
2. Identify how they manage their prescriptions and their experience with medicine delivery
3. Identify which features will be the most valuable for users
4. Understand their pain points & frustration with getting their medicines
CARRYING OUT A USER SURVEY
To gather quantitative data on how users buy their medicine, I sent out a survey asking participants about their experience with prescriptions and how often do they order medicines from the nearby pharmacies. I received 20 responses with the participants located in the tier 2 cities.
INTERVIEWING USERS TO GAIN INSIGHTS
To understand the experiences of the users, from satisfaction to frustrations, I conducted several interviews to understand their perspectives regarding:
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- Their experience with purchasing medicines through prescriptions and medicine delivery
- Understanding their emotions, behaviors and perspectives
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My research consisted of 10 people, friends & acquaintances based in tier 2 cities, who tend to visit pharmacies often.
The survey and interview research revealed 7 key insights:
01 Experience with Medication Ordering:
Many respondents have an idea of online purchasing of medicines but they have little to no experience with ordering medication through mobile apps. However, some people are aware of the means and order it weekly or monthly.
02 Frequency of Medicine Delivery Mobile App Usage:
30% of respondents use a medicine delivery app for managing their medicines on a monthly basis
20% use it on a weekly basis
03 Typical Experience with Medication Ordering Apps:
Users appreciate the convenience of ordering medicines online but express their concerns about occasional glitches, mix up of medicines, delivery issues & the slow response time from customer support.
04 Challenges faced with Ordering Medicines from Apps:
Main challenge customers face while ordering medicines is the complexity of the app’s user interface causing them to be confused & frustrated on how the app works.
05 Essential Features in Medication Delivery Apps:
Users expressed their needs about the prescription scanning & real-time order tracking as being the most essential feature for the application.
06 Importance of UI & Communication:
User interface design is highly important to users, as it contributes to the overall user experience and ease of navigation.
Users also reported that effective communication & responsive customer support are crucial for resolving issues and building trust
Chat & phone support were picked as the preferred channels for resolving issues.
07 Order Status Ambiguity:
Users highlight challenges in monitoring the statuses of orders, including those in transit, delivered, not delivered, or in progress. The lack of a clear and centralized tracking system adds to the ambiguity.
08 Desired Functionalities:Respondents wish for integration with electronic health records, personalized medication recommendations, and improved prescription scanning accuracy.
EMPATHAZING WITH USERS
The user survey and user interviews gave me a better understanding of who the users were and how they will order their medicines prescribed to them. I worked on the findings to create two fictional representation of the user that will help me empathize with them and understand their perspectives.
UNDERSTANDING USER MAPPING
I created a user journey map to graph out the thoughts, feelings, and sights that my interviewees had shared with me to identify the main touch points the mobile application would need.
CONVERTING NEEDS INTO FUNCTIONALITIES
From the points gathered from the research and empathy stage, I created a proposed feature section that the users would like to
see the new proposed medicine delivery app
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01 Scan & Upload Prescriptions: 2 CTA for users to pick if they want to take a photo of their prescription or upload it from the gallery.
02 Confirmation of Prescription: Preview of prescription and a note for users to cross-check before sending.
03 Pharmacy Search: An option to search for specific pharmacies that users want to order from.
04 Detailed Pharmacy Invoice: All required details for a user to feel safe while ordering.
05 Delivery Tracking: A section for users to check where their order is and how long it will take.
06 Review Page: Users can review or check reviews regarding that pharmacy and make choices accordingly.
07 Customer Support: A support system that ensures users have assistance whenever needed, enhancing overall user satisfaction.
WIREFRAME DESIGN
USER NAVIGATION
After grasping the requirements and solutions required to create the app, I worked on creating a user flow so that the team
will grasp how the user will navigate through the medicine delivery app.
WIREFRAME DESIGN
With a deeper insight into user preferences and the prioritized app features, I embarked on the design phase to conceptualize how these functionalities would come to life.
HIGH FIDELITY DESIGN
FUTURE CONCEPTS
01 Voice-Activated Tracking Systems: Introducing voice-activated tracking capabilities, allowing users to inquire about their shipment status and receive updates through voice commands on various devices.
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02 Personalized Customer Dashboards: Creating personalized customer dashboards that allow users to customize their tracking preferences, set notification thresholds, and tailor the tracking experience to their individual needs.
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03 Multi-Language Support: Enhancing inclusivity by providing support for multiple languages, ensuring a more accessible and user-friendly experience for a global user base.
