King Pharmacy
Compounding Pharmacy Website Redesign
A rebrand of a longstanding custom compounding pharmacy based out of Topeka, KS
Challenge
This website's redesign needed to encapture the experience of a typical patient at King Pharmacy.
Role
UX/UI Designer, Information Architect, Branding,
UX Researcher
Tools
Figma
Adobe Suite
Google Suite
Nikon D3300
Website
Background
Context of the Pharmacy's Needs
King Pharmacy's website was created during the early 2000s, serving little functionality besides providing basic information for patients. The goal was to improve the experience of the website three-fold.
Core Goals
- automate the process of receiving refills
- provide a simple process for new patients
- create transparency behind the compounding experience (patients usually are unaware of what compounding entails)
Research
Understanding the User Needs
I decided from the start that the best people to ask about the current needs would be the employees and prescribers — given the restrictive nature of HIPPA.
Four subject-matter expert interviews took place the research phase, design, and solution phase.
By having these conversations, I was able to narrow down the key user types to help mold the rest of the website.
The User Persona
To better understand King Pharmacy's target audience, I developed a user persona based on research findings and stakeholder input. The persona highlighted a need for convenience, trust, and clear guidance when managing compounded medications.
These insights directly informed the redesign, particularly the focus on online prescription refills, simplified navigation, and improved access to key information.
Card Sorting
I conducted a card-sorting exercise with a pharmacy subject-matter expert to better understand how content should be organized. The results helped shape the website's information architecture, ensuring key services, resources, and pharmacy information were placed where users would expect to find them.
Home
About
Refill
Forms
Services
FAQ
Contact
Products
BHRT
Veterinary
Compounds
Key Insights
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No digital prescription refill experience existed, requiring patients to rely on manual processes and phone calls to request refills.
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Important information was buried within the site, making common tasks difficult to find and complete.
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Users lacked clear guidance and next steps, creating confusion throughout the refill process.
These insights informed a redesign focused on improving prescription refills, surfacing critical information, and providing users with clearer guidance throughout their journey.
Design
First attempts
From the beginning, I knew the pages needed to be designed for an optimal experience.
That's why I took time throughout the process to speak to my subject-matter experts. If it didn't make sense to the people who know the content best, I knew it wouldn't work for a user themself.
Sketches
High Fidelity Mockup
Added a prescription number field to help pharmacy staff quickly locate patient records and process requests more efficiently.
Required phone and email information to enable quick follow-up when needed and help reduce fraudulent submissions.
Added clear navigation guidance to help users complete and submit the form successfully.
Prescription Refill
Creating a convenient process to repeatedly refill medications
Streamlined Patient Onboarding
Added fillable PDFs, allowing users to complete and submit forms digitally without printing or scanning.
Implemented a HIPAA-compliant email solution for secure form submission prior to prescription processing.
Pre-fill forms for faster profile creation
Personalized Patient Experience
Humanized the experience by highlighting the people behind patient care.
Added team member profiles to build trust, increase transparency, and emphasize the expertise behind compounded medications.
Pharmaceutical Imagery
When we decided to begin to redesign the pharmacy, I knew that it would take more than a pure website redesign without a depiction of the experience.
My goal was to display the pharmacy experience behind the counter to provide comfort behind customer compounding.
Below is a glimpse that we were trying to provide.
