Track & Trace Ordering Solution

Our client, serving thousands of pharmacies in Canada daily, faced challenges due to outdated digital tools. This resulted in their customers being uninformed about delivery times and delays, causing difficulties in operating their business and needing to call customer support. Meeting with key customers and internal staff, we co-designed a digital order tracking experience that fits into our client's existing website and prioritizes customers the information they care about. We provided our client with a user tested prototype and principles for further development. Our working prototype was received with enthusiasm and relief by customers during user testing sessions. The prototype provides our client’s development team with a clear starting point and direction for the potentially overwhelming process of overhauling an outdated digital tool.

Client
Canadian Pharmaceutical Distributor

Date
August 2024

Category
Service Design & UX/UI Design

Contributors
Bridgeable

Tools used

Figma | Adobe Photoshop | Miro

Tags

Service Design | Healthcare | | UX/UI | Bridgeable

Key information at a glance

The new dashboard of today’s deliveries are placed on the home page where customers can check their order status at any time.

Partnering with customer support staff allowed our team to gain institutional knowledge about what information customers are looking for most frequently, which allowed us to prioritize.

User testing sessions allowed us to meet with real customers and understand if our tool fit into their existing ways of working to provided the information they need.

Container-specific tracking

Pharmacists need tracking information for each container in a shipment to make informed decisions for their patients.

A prototype of the order tracking tool went through multiple iterations after consulting customer support staff and pharmacists nation-wide. Testing these prototypes allowed for more informed decisions which can lead to more positive and trusting relationships with patients.

The final prototype consists of 3 main screens the customer can click through to get the level of detail they need. The home page dashboard provides a general overview of daily deliveries and alerts about issues. The order tracking list shows information about the containers in their deliveries. Lastly, the container-level screen shows the most detailed information, like contents, identification numbers, and proof of delivery

“This is giving me new info that makes it easier to run my business, anytime I have new info, it is a 5/5. The best part is that it's given right to me, I don’t have to go and find it.”

- Pharmacy Owner

↑Back to Top