Industry
Healthcare
My role
UX Designer & Researcher
Timeframe
5 months in 2024
Product Type
Web app
Goal
Enable Certified Prosthetist/Orthotists (CPOs) to order trial products directly within the existing e-commerce portal, allowing them to mix trial and regular products in a single order.
Solution Highlights
Integrated trial product options into the e-commerce flow
Enabled easy trial selection within the product specification card
Developed an intuitive return and reorder process for trial products
Impact
Allowed CPOs to seamlessly order trial products with regular items, providing an efficient ordering and return flow while enhancing the e-commerce system's usability.
Portal, created by a leading prosthetics company, allows Certified Prosthetists and Orthotists (CPOs)—specialists in fitting and configuring prosthetics—to purchase and configure prosthetic products for their patients. Initially, the e-commerce section of the portal only supported regular product purchases, while trial products (such as prosthetic knees and feet) had to be ordered through customer service. Trials are critical for newly amputated patients and have unique ordering requirements, including distinct pricing and return processes.
To streamline this experience, the client wanted to allow CPOs to order trial products directly through the portal while clearly differentiating trial items from regular purchases. The primary goal was to enable CPOs to mix trial and regular items within a single, cohesive order, simplifying and centralizing their ordering workflow.
Integrate trial product ordering within the existing e-commerce flow, ensuring clear differentiation, usability, and support for mixing trial and regular products in the same order.
Enable intuitive trial product selection while ensuring it’s clearly marked for users.
Make the ordering process simple and consistent when mixing both regular and trial items.
Ensure an easy return and reorder flow specifically for trial products.
Conducted interviews with internal CPOs to understand trial needs, learning about trial periods, eligible products, and specific country regulations.
Consulted with stakeholders on key requirements, including return processes and criteria for successful trial products.
Explored wireframe options to add trial product selection within the product specification card. This is where users select product details, so I included an option to differentiate between purchasing and trialing items for ease of access.
Integrated a “trial” filter within product search and added distinct labels on product cards to highlight available trial options, helping users identify them at a glance.
Designed a clear separation of trial and regular items in the order summary, allowing users to verify their selections.
Worked with a UI designer to finalize the design, ensuring consistent styles and labels for trial items.
Built a clickable prototype in Figma to demonstrate the flow, particularly focusing on the selection, order summary, and returns for usability testing.
Developed usability testing scenarios to assess the prototype with CPOs and customers, focusing on:
Searching and filtering for trial products.
Adding trial items to the cart alongside regular products.
Completing the order process for mixed carts.
Navigating the returns and reorder functions specific to trial products.
Received feedback on the prototype’s clarity and iterated on the returns section, as users found it initially unclear. Updated the profile page return section to ensure smooth access to trial product returns and reorders.
Delivered an integrated ordering flow that successfully differentiates trial products, with clear filters, labeling, and a distinct order summary for both trial and regular products.
Streamlined the return and reorder process for trial items, refining the design based on user feedback for an intuitive experience. Resulted in a user-tested and approved e-commerce solution that enhances CPOs' efficiency in managing trial and regular orders, reducing time spent on product trials.
This comprehensive flow now allows CPOs to manage both trial and regular product orders seamlessly, offering an improved and centralized ordering experience within the portal.
