Manage My Medication (Pharmacy)
Kaiser Permanente’s pharmacy section of the web platform serves as a comprehensive prescription management system, allowing members to:
Refill and manage prescriptions with a streamlined ordering process.
Track medication history and order status, ensuring transparency and accessibility.
Select pickup or home delivery options, providing flexibility for patients.
Manage prescriptions for family members, allowing caregivers to oversee multiple accounts.
This system plays a critical role in patient care, ensuring that members have a reliable, efficient, and user-friendly experience when managing their medications.
While the mobile pharmacy platform was developed separately, it needed to maintain design consistency and usability standards across devices. Additionally, the pharmacy experience underwent a major redesign, requiring careful UX planning and execution to ensure a seamless transition for users.
My Role
As a Senior UX Designer, I was responsible for improving the user experience of Kaiser Permanente’s pharmacy section on the web platform, ensuring that members could easily manage their prescriptions, refills, and medication history. My role required a balance of improving the current system while planning for a large-scale redesign, ensuring that the transition would be seamless for users.
Through my work, I helped create a more seamless and accessible pharmacy experience, improving prescription management for millions of Kaiser Permanente members.
Project Process
The design process for improving Kaiser Permanente’s pharmacy experience was highly collaborative and structured, ensuring alignment with business objectives, accessibility standards, and system-wide design consistency before moving into development. Given the scale and impact of the pharmacy platform, our process prioritized clarity, compliance, and seamless user experience.
🔍 Step 1: Kickoff & Scope Alignment with the Product Team
The project began with cross-functional discussions to define the problem statement, goals, and constraints.
Worked closely with the product team to understand business objectives, user pain points, and regulatory requirements.
Conducted stakeholder interviews to align on feature priorities and technical feasibility.
Identified areas of improvement in the existing pharmacy experience, such as refill workflows, prescription tracking, and order management clarity.
🎨 Step 2: UX & UI Design Execution
Once the requirements were defined, I worked on designing an improved user flow and interface that aligned with the upcoming platform-wide redesign while keeping pharmacy-specific needs in focus.
Developed low-fidelity wireframes to explore different interaction models.
Created high-fidelity UI designs and prototypes to refine navigation, layout, and usability.
Ensured that all ADA-compliant design patterns were integrated into the new pharmacy interface.
🛠️ Step 3: Review & Iteration with Key Teams
Because of Kaiser Permanente’s rigorous design standards, our work had to pass multiple rounds of review before implementation:
Design System Team Review – Ensured that the pharmacy designs were consistent with Kaiser’s design system components and UI patterns.
ADA & Accessibility Team Review – Validated that color contrast, keyboard navigation, and screen reader compatibility met ADA and WCAG guidelines.
Design Leadership Review – Presented to senior design stakeholders to ensure that our work aligned with broader UX strategy and business goals.
🚀 Step 4: Handoff to Development & Implementation Support
Once the design was approved, we worked closely with developers to ensure smooth implementation.
Provided detailed design specifications and annotations to guide development.
Conducted design QA to confirm that the final build matched the intended UX.
Addressed post-launch feedback and worked on minor iterations to improve user interactions based on live data.
Key Features
During my time working on Kaiser Permanente’s pharmacy experience, I focused on improving the Medication List and Medication Detail pages, ensuring that users could easily refill prescriptions, view essential details, and manage their medications efficiently. These enhancements also aligned with Kaiser Permanente’s updated design system, ensuring a modern, consistent, and accessible experience.
Medication List – Streamlining Prescription Management
The Medication List is the primary interface where users view and manage their prescriptions, making it one of the most critical components of the pharmacy platform.
UX Enhancements & Features
Clearer Medication Overview: Designed an intuitive list view that displays each prescription’s status, refill eligibility, and last refill date.
Quick Refill Actions: Introduced one-tap refill functionality, reducing friction in the prescription renewal process.
Improved Filtering & Sorting: Allowed users to sort medications by active, expired, or upcoming refills, making it easier to navigate long medication histories.
Enhanced Mobile Accessibility: Optimized the Medication List layout for mobile users, ensuring seamless usability across devices.
Impact
Increased prescription refill efficiency, reducing drop-offs in the refill flow.
Improved navigation and accessibility, ensuring that all users, including those with disabilities, could manage their prescriptions with ease.
Created a scalable foundation that aligned with Kaiser’s updated design system for future enhancements.
Medication Detail – Providing Critical Prescription Information
The Medication Detail page allows users to view specific prescription details, dosage instructions, side effects, and refill options. Given the sensitive nature of medication management, clarity and accessibility were top priorities.
UX Enhancements & Features
Redesigned Layout for Clarity: Created a structured interface that prioritizes essential information, such as dosage, refill status, and pharmacy pickup options.
Actionable Refill CTA: Designed a prominent and accessible refill button, ensuring users could renew prescriptions without confusion.
Side Effect & Interaction Warnings: Improved the display of potential medication interactions and side effects, ensuring critical health information was easily discoverable.
Integrated Design System Components: Ensured the Medication Detail page followed Kaiser Permanente’s updated design system, improving consistency and scalability.
Impact
Improved medication adherence, helping users easily understand their prescriptions and refill them on time.
Enhanced patient safety, making side effect and interaction details more visible and digestible.
Aligned with Kaiser’s redesign efforts, ensuring a modern, cohesive user experience across platforms.
Future State Information Architecture
As part of the strategy to understand how the medication list fits in the ecosystem, I created the information architecture for future concepts and features that live in the entire Pharmacy experience.
Future State POC
Conclusion
By enhancing the Medication List and Medication Detail experiences, I helped create a more intuitive, accessible, and efficient pharmacy platform for millions of Kaiser Permanente members. These updates not only streamlined prescription management but also ensured compliance with ADA standards and Kaiser’s evolving design system.