UI/UX Design, User Research, Service Design
Sketch, Overflow, Principle, Abstract, Figma
User journey mapping, user interviews, JTBD framework, How Might We's
Each year the NHS spends £8 billion on repeat prescriptions, it’s second biggest cost after staff
costs. But, £100 million of this is lost on unwanted or misordered medicine.
Our challenge was to
reduce the amount of pressure currently on the NHS, whilst also giving users more control over their
own health by building and testing an online repeat prescription service for UK customers in 16
Clarity of service
One thing that quickly became apparent; in our current format, the alpha version of Co-op Rx
would only be able to serve a small portion of users. Due to various legal and time restraints, and
need for us to launch a proof of concept we couldn't provide a service for users who had complex
needs, who lived outside of England or people who needed regular contact with their pharmacist.
With this in mind we created a 'clarity of service' questionnaire which the user would have to
being able to sign up. The goal was to filter out users who we couldn't currently offer the right
level of service to
, whilst providing them with advise on how they might be able to use our service in the future.