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A strategic redesign of the prescription (Rx) workflow using AI-driven insights, conversational UI, and an intelligent timeline to reduce refill delays and improve care team collaboration in a complex healthcare ecosystem.
🧩 My Role:  Principal UX Architect
Led UX strategy, experience design, and AI integration. Collaborated with product, engineering, clinicians, and data science teams.
Led UX strategy, experience design, and AI integration. Collaborated with product, engineering, clinicians, and data science teams.
Overview
In today’s healthcare landscape, even simple tasks like prescription refills can create unnecessary friction for patients. I envisioned an AI-powered assistant that transforms this routine task into an intelligent, supportive experience -  freeing up patients’ time, reducing errors, and building deeper trust with healthcare providers.
This concept explores how AI can streamline refills today and lays the groundwork for more proactive, holistic health support systems of tomorrow.​​​​​​​
The Challenge
Healthcare providers often deal with fragmented Rx workflows, juggling EMRs, pharmacy systems, and internal tools. Critical insights — like prior auth rejections, refill delays, or non-adherence risks — were buried in alerts or siloed systems.
This caused:
Delays in medication access
Extra burden on nurses and care coordinators
Missed opportunities to intervene early
Delays in medication access
Extra burden on nurses and care coordinators
Missed opportunities to intervene early
Goals
Centralize and simplify the prescription workflow
Use AI to surface actionable medication issues early
Reduce cognitive overload from alert fatigue
Improve transparency across care teams
Designing the Experience
🔍 Research & Insights
To understand the full scope of prescription-related pain points, I conducted contextual interviews with patients, caregivers, RNs, social workers, and pharmacy staff across multiple regions.
Through journey mapping of the current-state refill workflow, we uncovered several systemic issues impacting both patients and care teams:
Fragmented Rx Ecosystem
Patients were using a mix of local pharmacies and third-party Rx services outside of the Fresenius system — often prioritizing convenience, creating visibility gaps for care teams.
Patients were using a mix of local pharmacies and third-party Rx services outside of the Fresenius system — often prioritizing convenience, creating visibility gaps for care teams.
Lack of Refill Ownership
There was no designated role or team responsible for managing refill issues end-to-end, leading to delays and confusion across disciplines.
There was no designated role or team responsible for managing refill issues end-to-end, leading to delays and confusion across disciplines.
Alert Overload
Critical refill issues were buried within routine alerts, making it difficult for clinicians to quickly identify what needed urgent attention.
Critical refill issues were buried within routine alerts, making it difficult for clinicians to quickly identify what needed urgent attention.
Manual Communication Loops
RNs spent significant time chasing status updates — contacting patients, pharmacies, and submitting refill requests manually, often with no real-time feedback or tracking.
RNs spent significant time chasing status updates — contacting patients, pharmacies, and submitting refill requests manually, often with no real-time feedback or tracking.
UX Strategy
The solution was designed to serve multiple user groups — each with distinct needs, goals, and contexts. My UX strategy aligned these perspectives through modular, AI-enhanced components that worked together to simplify workflows and surface what matters most.
Patient, Caregiver
👤 Patients & Caregivers
Status Transparency + Reduced Delays
* Medication Timeline (simplified view shared by RN or portal)
* Fewer surprises or phone calls about prescription gaps
* More predictable medication access
→ Empowers patients to stay informed and adhere to treatment plans with less confusion.
đź©ş Clinical Staff (RNs, SWs, Coordinators)
Clarity + Focus in the Refill Workflow
* AI-enhanced Medication Timeline with flags for delays or blocks
* Predictive Insight Cards showing risk or action needed
* Refill Triage View prioritizing issues by urgency and patient risk
* Conversational UI Assistant for insurance and coverage questions
→ Reduces manual effort, improves accountability, and lowers cognitive load across teams.
đź“Š Operational Leadership
Visibility + Strategic Oversight
Dashboards aggregating refill metrics across clinics or regions
Trends in medication-related delays or issues
Tools to evaluate bottlenecks and intervene proactively
→ Supports data-driven decision-making and improves team efficiency at scale.
Key Moments in the AI-powered Refill Journey:
Smart Notification:
AI predicts refill timing and proactively sends a friendly, personalized alert.
AI predicts refill timing and proactively sends a friendly, personalized alert.
One-Tap Refill
Users tap once to confirm — pharmacy, insurance, and shipping info are auto-filled.
Users tap once to confirm — pharmacy, insurance, and shipping info are auto-filled.
Adaptive Suggestions
AI bundles multiple medications due for refill into a single transaction when possible.
AI bundles multiple medications due for refill into a single transaction when possible.
AI Assistant Support
A conversational agent assists users needing help with insurance updates, doctor approvals, or prescription questions.
A conversational agent assists users needing help with insurance updates, doctor approvals, or prescription questions.
Real-time Refill Tracking
Users receive dynamic updates on order status, pickup, or delivery timing.
Users receive dynamic updates on order status, pickup, or delivery timing.
The AI Opportunity
By applying predictive AI, we can:
Forecast when a user will need a refill based on medication type and usage patterns.
Deliver personalized refill reminders, reducing the risk of medication gaps.
Auto-fill pharmacy, insurance, and shipping details for a seamless experience.
Offer smart assistance for insurance changes, dosage updates, or physician approvals.
Crafting the Solution
Wireframes below — scroll down!
Anticipated Impact
30% increase in successful, on-time refill completions
15% decrease in support inquiries related to refill issues
Improved patient satisfaction scores (CSAT, NPS)