Transfer to Home Delivery

My Role: UX Researcher | May 2023

Overview

The OptumRx design team was working on ways to make the transferring of medications to home delivery a seamless process for customers. To do this they created an ideal state to have tested to make sure they were on the right path. Overall, participants were not impressed with the design and brought forth many pain points with it. After giving the findings presentation design needed to go back to the drawing board to better align with customer needs.

Terms to know

• Home Delivery = when this term is used in the following text it is referring to home delivery medication or having your prescription medication delivered to your home

THings to keep in Mind

• No client data is being shown in any of the images below

• The target audience for this presentation was executive leadership

Research Goals

• Understand if the idealized state of transferring a prescription design is ​
  an intuitive user experience​

• Discover the participant’s ideal journey when transferring a prescription to home delivery ​

• Uncover user preferences when presented with the choice of checking out now or later after a prescription renewal​

• Reveal any information that is missing to improve the overall experience​

Methodology & Participants

• 8 one-hour usability sessions via Teams week of 4/23/23​

• Participants were recruited from a third party vendor and identified as having at least one prescription on home delivery​

• One prototype was tested with four different tasks:​

1. Transfer prescription ​to home delivery

2. Track progress of a transfer​

3. Refill prescription​ through home delivery

4. Renew prescription​

Top Theme 1: Participants want more detail through the transfer to home delivery process

• Prior to transferring their prescription ​to home delivery participants:​

  • Wanted to see the price of the medication to know if switching​
    to home delivery would be worth ​
    it to them​

  • Show a timeline so they know when they would receive their medication and if it would be to their home before they ran out ​

• Clarity on information listed on the prescription screens would help give insight to the transfer process such as ‘prescribe by’ and ‘prescription from’​

• Mentioned their doctor is not the only one writing a prescription and could be someone else at the hospital so would be helpful to have a descriptive title​

On the summary screen key information was missing​

• Clarity this was only transferring a prescription and not placing an order​

• More detailed next steps or instructions for what the user should do​

• A way to reach out to Optum incase they need help​

Top Theme 2: Overall misalignment between the participant’s ​mental model & the design​

At the end of Task 1 participants were left feeling uncertain about what they had completed​

• Five thought they placed an ​order for home delivery​

• Two discovered this was only ​the first step which they were unaware of before​

• One understood this was ​step one in the process of transferring​

At the end of Task 4: renewing a prescription, most participants ​were left confused​

• Confused because they thought Optum would already have ​their payment information ​and shipping address​

• Wanted a way to verify their address and payment info ​quickly without going through ​a checkout process​

• Did not see a reason to come ​back to the site to checkout ​since they were already there​

Top Theme 3: A want for Optum to take a ​more proactive role​

Where can Optum help?

• Optum can capture shipping address and payment inform at the beginning for a smooth and quick checkout​

• When submitting a prescription to transfer to home delivery allow users to continue to checkout​

• Have an easy way to set up auto renew and refill to limit the number of times a user needs to log back onto the site​

• Any issues that arise with the prescription transfer, refill or renew Optum would look to solve the problem prior to reaching out to the customer​

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