LC Pharmacy, a thriving retail chain in the healthcare sector, aims to provide customers with speedy access to medical products, 24/7 consultations, and comprehensive care. The LC Pharmacy app plays a vital role in engaging and nurturing potential customers.
When I joined this project, my goal was simple: make a complex pharmacy app feel effortless for everyday users. I spent time listening to real customer needs, turning those insights into flows that felt natural, and shaping prototypes that showed how each idea could come to life. For me, it wasn’t just about creating screens, but about making sure people felt supported and confident when using the app.
The final design went through iterations, incorporating user feedback from usability tests, A/B tests, and surveys. However, launching this functionality is just the first step in the program's success. To further assess its performance and shape the product roadmap, analyzing key metrics like drop rate, task success rate, time on task, error rate, and completion percentage is essential. These metrics offer valuable insights for gauging success and guiding future improvements.
The shopping cart combines all information into one screen including products in the cart, customer information, delivery method, payment method,...
-> This can lead to users missing information in case the shopping cart contains many products.
When the shopping cart contains products that cannot be purchased immediately (out of stock/need pharmacist advice), the user can only delete them.
-> Reduces the opportunity to be advised on alternative products by a specialized pharmacist.
Divide the purchasing process into 3 basic steps to reduce the burden on the user's memory, making it easy and friendly to use.
Users can immediately create a consultation request for products that cannot be purchased online (out of stock, medicine,...) without leaving the shopping cart.
The UX/UI experience in the application and website is not consistent, users are confused when switching between the two platforms
Information hierarchy is not optimized, making it difficult for users to use the feature
Unify the experience between the application and the website
Users can easily use it without needing instructions from a pharmacist. Save the using time.
The shopping cart combines all information into one screen including products in the cart, customer information, delivery method, payment method,...
-> This can lead to users missing information in case the shopping cart contains many products.
