One ordering platform for vets, replacing two legacy systems.
Every veterinary clinic in Covetrus's network was calling the pharmacy to reorder in-clinic medicine — for every product, every time. Two aging tools existed to help, and both were making it worse. I led the design of one replacement that reduced call volume by 18.9% and shipped inside a landscape of controlled-substance regulation.
The problem
Covetrus needed to reduce call volume to their pharmacies and enable veterinarians to easily reorder medicine for in-clinic use. Two legacy tools tried to help. Both created more calls than they prevented.
My role
I led the end-to-end design of a new ecommerce platform tailored to clinic reordering workflows — a real domain problem, not a generic ecomm rebuild.
Process
- Facilitated a modified Google Design Sprint to align on direction
- Created the interactive prototype used across sprint workshops
- Ran three moderated and ten unmoderated usability tests
- Iterated based on research insights and stakeholder feedback
- Partnered with legal to accommodate regulatory requirements around controlled substances
Challenges
- Seamless integration required with an existing, rigid prescription platform
- Restricted to a variant of Google's Material design system
- Complex regulations around controlled medicines, varying by state
- Geographically distributed stakeholders across multiple clinics and regions
- Aggressive timeline and a mid-project pivot from the initial concept
The result
The solution I designed replaced two legacy systems and cut pharmacy call volume by 18.9%. To my knowledge it's still in use today. Startup → IPO at $34/share during my time at Covetrus.
What I actually did
- Identified real clinic ordering needs through research
- Conceptualized intuitive reorder flows that stayed compliant with regulations
- Validated UX direction through multiple rounds of prototyping and testing
- Delivered a final end-to-end platform aligned to both business and user goals