Challenge:
A Major Pharmaceutical client was launching their new RSV and COVID-19 vaccines and needed an in-depth journey map, blueprint, and prototype that outlined the user experiences for ordering vaccines for multiple user roles.
Approach:
Over the course of 12 weeks, I engaged in primary research with multiple user groups, prototyped an e-commerce website, and outlined the user flows for multiple roles to undergo the vaccine ordering process. I started by developing a journey map that outlined the pain points for internal employees to sell vaccines to their customers. I then developed a prototype to test certain features for a vaccine e-commerce website that was tested with customer user groups and internal logistics experts. I then created an in-depth blueprint that outlined the actions of each user group for customer, sales team, and logistics managers for the end-to-end vaccine ordering process.
Outcome:
The client vaccine business is worth $700M annually. The blueprint and prototype were used to inform strategic decisions for future vaccine ordering initiatives. The website is still in development along with the launch of the vaccine.
Deloitte Vaccine Ordering Experience
Illustrative Examples of Client Work
Date: 3 Months, 2022
Scope: Discovery Research, Strategic Design, Concept Development, Prototyping, Product Design, Evaluative Testing
User Group Personas
Personas of major user groups of the platform for creating a holistic vaccine ordering experience.
Journey Blueprint
Journey Map/Blueprint of vaccine ordering platform outlining different roles, actions, and opportunities to improve the experience.
Wireframes
Account Manager view with sales, inventory, and key customers to call.
Logistics Manager view with order status and delivery instructions.
Customer Service View with customer account info and service tickets.
Purchaser view with locations to purchase for and inventory status of different locations.
Design System
Prototype
Home Dashboard for Purchasers with order status, predicted demand, quick-reorder, and overview of order requests.
Order Status with detailed information about the condition of the vaccine.
Order List with a preview of previous orders and the location manager.
All Products to browse and shop for vaccines.
Basic Login screen for users to access the platform.
Order Details of a previously placed order. Similar screen for quickly editing and re-ordering similar products.
Product Details with specific information about a vaccine. Testing features such as “Out of stock” and “Pre-order.”
Notifications for updates on orders and actions.