PharmaLine

Patient counseling and management work tool for pharmacists by integration customer management tools providing medical counseling guidance.

Project

Personal

Duration

Jul 2, 2024 ~
Aug 31, 2024

Category

User Research, Branding Design, Web Design

Tools

Figma, Adobe Photoshop, Illustration

Dashboard

The quick way to start work

The main page shows a list of counseling schedule and medicine pickup customers. It is designed to align with the user's workflow for preparing counseling messages and notifying customers about pickups.

Dashboard

The quick way to start work

The main page shows a list of counseling schedule and medicine pickup customers. It is designed to align with the user's workflow for preparing counseling messages and notifying customers about pickups.

The block directly linked to next consultation is placed in the most prominent position with striking brand color. To quickly prepare the product for customers who want to pick up the medicine, a list of pickup customers locates in the middle of the screen. You can also quickly check the new messages on the right panel.

Message

Message for meticulous customer care

After the consultation, a summary will be sent through the messaging screen. Pharmacists can utilize the template to efficiently create a medication pickup and administration guidance message.

Message

Message for meticulous customer care

After the consultation, a summary will be sent through the messaging screen. Pharmacists can utilize the template to efficiently create a medication pickup and administration guidance message.

Detailed counseling report and the medication guidance enhance your reliability. You can move templates to the input window by drag and drop.

Message for meticulous customer care

If customers ask any questions or requests regarding the message, check them all in the Messages tab.

Message for meticulous customer care

If customers ask any questions or requests regarding the message, check them all in the Messages tab.

Messages serve as a free communication channel where customers ask personal questions whenever they want. When the customer asks additional questions about the guidance message sent after voice consultation, the pharmacist responds by message here.

Messages serve as a free communication channel where customers ask personal questions whenever they want. When the customer asks additional questions about the guidance message sent after voice consultation, the pharmacist responds by message here.

History

View consultation history

Counseling records are filtered by date, consultation category, patient characteristic, prescription, etc. When you select one, detailed patient information appears on the right. Calls that have not been received is remain with remarkable color. All consultations are recorded in both text and voice.

View consultation history

Counseling records are filtered by date, consultation category, patient characteristic, prescription, etc. When you select one, detailed patient information appears on the right. Calls that have not been received is remain with remarkable color. All consultations are recorded in both text and voice.

Background

Virtual counseling and customer management tool for pharmacists

While remote medical services in South Korea rapidly have grown, the digital environment for phone medication counseling wasn't fully improved. This increased tasks have caused an tremendous workload and fatigue for most pharmacists.

Background

Virtual counseling and customer management tool for pharmacists

While remote medical services in South Korea rapidly have grown, the digital environment for phone medication counseling wasn't fully improved. This increased tasks have caused an tremendous workload and fatigue for most pharmacists.

How might we improve the efficiency of remote medical consultations using a customer management tool?

In-depth Interview

How pharmacist have dealt with counseling works?

To deeply understand the way pharmacists work, I conducted an interview with a pharmacist who had several experience in counseling. Prior to the interview, I had prepared a bundle of questions detailed by categories such as the type of used counseling work tools, difficulties at work and familiarity with new technologies.

In-depth Interview

How pharmacist have dealt with counseling works?

To deeply understand the way pharmacists work, I conducted an interview with a pharmacist who had several experience in counseling. Prior to the interview, I had prepared a bundle of questions detailed by categories such as the type of used counseling work tools, difficulties at work and familiarity with new technologies.

Heejeong Kim

Basic info

Pharmacist, 25 years of experience

Job history

• Operating private pharmacy
• University Hospital
• Private Pharmacy
• U.S. Army Forces

Interview Goal

A deep understanding of the way pharmacists conduct counseling and their difficulties

Interviewee

A pharmacist with experience in counseling

Date

July 15. 2024

Question & Answer

Interview insight

“When counseling, forming rapport with patients is very important. Listen first and empathize with the pain.”

Interview insight

“When counseling, forming rapport with patients is very important. Listen first and empathize with the pain.”

  • Patients feel that they bond with pharmacists when they have small talk with pharmacists.

  • It's important that pharmacists clearly identify the customers' needs and adequately suggest what they wants.

  • Pharmacists want to meticulously manage counselings, however it is impossible to perfect the work because it is time consuming.

Important quotations

"It is uncomfortable..."

✓ When I consult over the phone, it's hard to accurately communicate, taking a risk of medical accidents. ✓ I want to manage counseling work meticulously, but it is impossible to perfect the work record because it takes too much time. ✓ So I try to remember the characteristic parts of the patient. ✓ I prefer to see faces in person than on the phone, allowing me to guess health condition from faces. ✓ I always have to take into account the patient's financial situation as well. ✓ I have to meet so many diversity and different needs since people have a wide range of needs and wants.

Important quotations

"It is uncomfortable..."

✓ When I consult over the phone, it's hard to accurately communicate, taking a risk of medical accidents. ✓ I want to manage counseling work meticulously, but it is impossible to perfect the work record because it takes too much time. ✓ So I try to remember the characteristic parts of the patient. ✓ I prefer to see faces in person than on the phone, allowing me to guess health condition from faces. ✓ I always have to take into account the patient's financial situation as well. ✓ I have to meet so many diversity and different needs since people have a wide range of needs and wants.

Opportunities

✓ Unlike current patient management tools, PharmaLine records the phone consultations and provides the users with a copy of the script. I think this drives users to feel more secure when following the my  instructions.   ✓ When I saw the prototyping, it is worthy to read recorded questions the patient asked and my previous answers.

Opportunities

✓ Unlike current patient management tools, PharmaLine records the phone consultations and provides the users with a copy of the script. I think this drives users to feel more secure when following the my  instructions.   ✓ When I saw the prototyping, it is worthy to read recorded questions the patient asked and my previous answers.

Context study

I learned that specific information about medicine should be mentioned

To obtain more professional insight, I observed how the pharmacist uses other medical tools. I could closely analyze a medicine order program and a prescription platform, which cannot be opened because of personal information. During this process, I discovered what was the most important medical information used for prescribing medicine to customers. Here is the important information that must be written when marking a medicine. ㆍManufacture company ㆍPhysical forms such as capsules ㆍCapacity of medicine by unit

Context study

I learned that specific information about medicine should be mentioned

To obtain more professional insight, I observed how the pharmacist uses other medical tools. I could closely analyze a medicine order program and a prescription platform, which cannot be opened because of personal information. During this process, I discovered what was the most important medical information used for prescribing medicine to customers. Here is the important information that must be written when marking a medicine. ㆍManufacture company ㆍPhysical forms such as capsules ㆍCapacity of medicine by unit

Problem

Deficiently formed phone call counseling has caused inefficiencies and risks

The fundamental problem was separation of digital counseling and offline recording.

Problem

Deficiently formed phone call counseling has caused inefficiencies and risks

The fundamental problem was separation of digital counseling and offline recording.

1

Unlike hospital, where everything is automatically recorded, pharmacists should record the phone counseling in person.

2

It is more demanding for pharmacists to fully empathize and form a sturdy rapport with patients over the phone than in person.

3

Telephone counseling is probable to be deficient in gathering patients' information, leading to unexpected medical accidents.

Solution

Integrating customer management tools

Phone call and counseling history are connected into one screen, quickly manage the customer’s medical situation.

Providing counseling guidance

Counseling manual from AI analyzation is provided to improve pharmacists' work performance.

Enhancing interpersonal skills

To foster strong rapport with customers, conversation subject or questions are recommended based on the past dialogue.

Service

The best digital counseling assistant for pharmacists

Focusing on the pharmacy's counseling and customer management, PharmaLine provides a convenient and streamlined workflow.

Service

The best digital counseling assistant for pharmacists

Focusing on the pharmacy's counseling and customer management, PharmaLine provides a convenient and streamlined workflow.

UX strategy

Three key strategies for usability

Body

UX strategy

Three key strategies for usability

Body

1. Unified channel

Users can work continuously by integrating and managing scattered customer data in one channel.

2. Reliable assistant

By adequate recommendation, users feel confidence in the professionalism of the consultation.

3. Intimate relationship

Detailed information about past counselings is the best source to form rapport with patients.

User Journey Map

Using this real-time counseling tool, pharmacists can suggest the best solution

User Journey Map

Using this real-time counseling tool, pharmacists can suggest the best solution

Writing the user journey map, I identified specific parts of the product to focus on for better user experience. These were the top priorities regarding to the best expertise and forming rapport. - Effective customer management system - AI information search - Strong bond with customer

Task Flow

From preparation for counseling to customer care

From the pharmacist's point of view, counseling starts from the moment she recognizes the appointment. After the counseling, the pharmacist checks a review left by the customer. Moreover, if the customer order medicine, the pharmacist has to package medicines.

Task Flow

From preparation for counseling to customer care

From the pharmacist's point of view, counseling starts from the moment she recognizes the appointment. After the counseling, the pharmacist checks a review left by the customer. Moreover, if the customer order medicine, the pharmacist has to package medicines.

Information Architecture

A task timeline was the key criteria of constructing the navigation hierachy

There are three ways to manage customers. A 'Real-time counseling', immediately and mutually offering information, and the other one is a 'Message', taking time to get feedbacks. Finally, 'Order' is a step that takes the longest time, since a customer order medicine through mobile and pick it up by visiting a pharmacy.

Information Architecture

A task timeline was the key criteria of constructing the navigation hierachy

There are three ways to manage customers. A 'Real-time counseling', immediately and mutually offering information, and the other one is a 'Message', taking time to get feedbacks. Finally, 'Order' is a step that takes the longest time, since a customer order medicine through mobile and pick it up by visiting a pharmacy.

Wireframe

Interfaces prioritizing core contents over minor information

With functions solidified, the next step was visualizing. I divided the core area of the screen into three, making hierarchy between information. Important parts, such as real-time conversation analyzing, took left or middle area, otherwise minor information occupied the right side.

Wireframe

Interfaces prioritizing core contents over minor information

With functions solidified, the next step was visualizing. I divided the core area of the screen into three, making hierarchy between information. Important parts, such as real-time conversation analyzing, took left or middle area, otherwise minor information occupied the right side.

Customer tags

A tag system for quickly identifing customer characteristics

Tagging for each patient makes it easier to quickly recognize patient information, placed in the information box. To specific, tags include health status, counseling topics, medication information, and more.

Customer tags

A tag system for quickly identifing customer characteristics

Tagging for each patient makes it easier to quickly recognize patient information, placed in the information box. To specific, tags include health status, counseling topics, medication information, and more.

What I learned

The balance between feature-rich and easy

Listing up various functions, such as filters, search options, and tagging systems, the massive amount of functions made me embarrassed. So I used the data of user test and interview as a reason, putting tremendous effort to streamline the functions. In due course, I understood the importance of balancing both useful and intuitive design.

What I learned

The balance between feature-rich and easy

Listing up various functions, such as filters, search options, and tagging systems, the massive amount of functions made me embarrassed. So I used the data of user test and interview as a reason, putting tremendous effort to streamline the functions. In due course, I understood the importance of balancing both useful and intuitive design.

Arrange information according to the flow of users' gaze

According to the way users scan a screen, I placed elements like patient details, consultation records, and key action buttons. The left top, where users instinctively look first, ensures quick access to critical information.

Arrange information according to the flow of users' gaze

According to the way users scan a screen, I placed elements like patient details, consultation records, and key action buttons. The left top, where users instinctively look first, ensures quick access to critical information.

Go to the Final Design