HMV reduce customer support calls and enhance overall ux of the app?

My Role

UX Research

Wireframing

Tools

Sketch

Post-its

Team and Duration

Me and a UX Intern

6 months

Objective

1. Validate target audience.
2. Reduce customer support calls.
3. Enhance overall UX of the app.

What methods to use?

Process

Why I did survey?

Design Team | Pharmacists And other PE Employees |Total Responses: 69

Find out user segment who is calling the most?

Which gender people are calling?

Is the calls for refills or other issues?

Insights from the survey

65% Males

89% Calls

55% Calls

76% Hindi

call the customer support

are from existing customers

are for Refills

people talk in

Field Research

User Interviews

Phase 1: One to One long in depth User Interviews

Data Mapping: First phase of interviews were conducted with 6 participants and the group was diverse in terms of gender, culture, economic distribution and health requirements.

Data Mapping for: In depth Interviews with Chronic Patients

Issues in the system

PharmEasy Persona

Issue: No understanding of Rx, Valid/Invalid Rx for customer.

Solution

An interface which can increase the visibilty of doctor consultations and Prescriptions as many users are not aware of the same and they end up getting confused and taking multiple doctor consultations.

Impact / Objectives

1. Increase in the visibility of Doctor Consultation services.

2. Clarity on which prescriptions are Valid and which ones are invalid.

3. Users will be able to see all his/her past prescriptions in the app and this will reduce the redundant doctor consultations as well.

Information Architecture

Wireframes

About Kritika Gulati

I'm a Product Designer who lives in Los Angeles, CA. I'm open to freelance projects, coffee dates, and nerding out about research together.

Find Me on Social Media

1. Validate target audience.2. Reduce customer support calls.3. Enhance overall UX of the app.