In-Clinic Ordering Platform for Veterinary Medicine

Problem

Covetrus needed to reduce call volume to pharmacies and enable veterinarians to easily order medicine for in-clinic use.

Role

I led the end-to-end design of a new ecommerce platform tailored for clinic reordering workflows.

Process

• Facilitated modified Google Design Sprint to align on direction (PPT of results of sprint)
• Created interactive prototype used in sprint workshops
• Conducted 3 moderated and 10 unmoderated usability tests (highlight reel on youtube)
• Iterated based on research insights and stakeholder feedback
• Partnered with legal team to accommodate regulatory requirements

Challenges

• Needed to seamlessly integrate with existing rigid prescription platform
• Restricted to varianty of Google's material design system
• Complex regulations and restrictions around purchasing controlled medicines
• Geographically distributed stakeholders across multiple clinics and regions
• Aggressive project timeline and quick pivot from initial concepts

Result

The solution I designed replaced two legacy systems and significantly decreased call volume to pharmacies. To my knowledge it is still in use today.

Key Contributions

• Identified clinic ordering needs through research
• Conceptualized intuitive reordering flows compliant with regulations
• Validated UX direction through multiple rounds of prototyping and testing
• Delivered final end-to-end platform aligned to business and user goals

Through extensive upfront research and rapid iteration, I led the design of an intuitive veterinary reordering platform that reduced call volume by 18.9%. My user-centered approach delivered a tailored solution catering to complex clinic needs, despite regulatory constraints. The platform's success demonstrates the business impact thoughtful UX can provide.