Providing a flow that encourages users to transact on KlikDokter
With prescription redemption rates consistently below 4% each month, it becomes one of the problems that need to be solved.
I encountered numerous unexpected challenges during this project. For instance, when we faced issues with "pharmacy not found," the solution seemed simple at first - just adding more affiliated pharmacies. However, after listening to and understanding the problems faced by the operations team, it turned out this solution was not feasible. By fostering a flexible and adaptable environment, we brainstormed and successfully provided a UX-driven solution that aligned with business limitation and met user needs.
User validation plays a significant role in the design decisions I make. For instance, when we uncovered valuable information about multiple shipping costs that became a pain point for all participants, I recommended not to insist on sticking to that solution. By prioritizing addressing those pain points, we were able to develop solutions that aligned with the goal of reducing the percentage of pharmacies not found.
By collaborating on this project, it provides me with the opportunity to analyze problems and understand user pain points from different perspectives. Starting from expert interview processes from each unit, to preparing participants for interviews, it involves cooperation with various divisions. The decision-making process for a solution also becomes effective as feedback regarding technical feasibility and business goals can be directly obtained during sessions.
With the opportunity to lead the design sprint, I experienced first-hand the importance of time management. With a limited time frame, I was required to allocate specific durations for ideation, prototyping, user testing, final solution, and reporting. By designing the structure of the design sprint and committing to the schedule, we as the design sprint team successfully provided solutions that received positive feedback from users and stakeholders.
Learning how to communicate, present, and report better was also a significant part of my growth during this project. By encouraging open dialogue and active listening, I successfully led productive discussions among team members. Lastly, after completing the design sprint, I created detailed presentations that effectively communicated our design rationale, key findings, and proposed solutions.