The Challenge

A pharmaceutical distributor recognized the need to proactively merge two legacy systems into a single, flexible system with a streamlined user experience.

Risks of maintaining the status quo too great:

  • Rising customer attrition levels
  • Diminishing market share
  • Inflated support and implementation costs

Needed to better understand how their software was being used, where support was needed, and what tools were necessary to streamline training and time to market.

Kicked off with strategy workshop to define the problem statement and create alignment.

The Engagement

  • Design researchers visited 25 independent pharmacies across six states; observing pharmacists and technicians as they worked led researchers to a deeper understanding of where they struggled with the system and how a new system could improve upon the existing experience
  • Insights mapped out in a current-state workflow revealed shortcomings such as scattered patient information, redundant tasks, and higher error rates due to manual data entry.
  • Detailed information architecture, complete with a product map of the new system, helped to guide the efforts of our client’s development partner.
  • Two rounds of usability testing as the screen designs progressed validated design decisions and enabled real time improvements. The result was an interactive prototype that allowed for seamless collaboration and gave the development team a proven specification from which to build.

Back to Impact

The Impact


Opportunities to improve customer experience, key info accessibility


Increased user adoption

2 hours

Saved per employee, per day


Annual savings per employee


Required User Training