Vaccine Order Process

PRODUCT LAUNCHED

🎉 "The design was handed off to the Dev team in February 2022 and was launched in the second quarter of 2023."

MY ROLE

Product Designer

(Team of 2)

YEAR

2022

TIMELINE

8 weeks

TOOLS

Figma

Miro

BACKGROUND

At Sanofi in the UK, with nearly 700 accounts to manage and a substantial 7 million euros on the line, the goal of this project was to redesign the whole flu orders process for multiple account holders and its successful experiences will be applied to other countries' vaccine businesses, such as Canada.

THE ASK

To offer a better way to order flu vaccines for UK group buyers

To offer a quicker and easier way for group buyers to manage multiple accounts secure686+ accounts, and 7 million turnovers.

DESIGN

In the new design, we addressed the issues by making the following improvements:

Streamlining Content Organization and User Interaction

Grouped related content logically and minimized excessive buttons, focusing on essential actions. The revamped design offers a cohesive structure, facilitating easy content discovery and navigation for users.

Enhancing Order Status Visibility and Accessibility

Utilize the table to display various order statuses, providing filter options for enhanced accessibility. Also, the quick links for convenient access.

Multiple accounts selection

Enable the selection of multiple accounts simultaneously for streamlined actions, facilitating efficient inquiry and order placement.

Explore the entire design process and outcomes...

UNDERSTAND THE PROBLEM

To assess the current Vaxishop website, we conducted research to understand the existing problems and pain points.

01 User Interview

We conducted a series of 6 in-depth interviews with current account managers, delving into their daily routines to uncover critical pain points throughout the vaccine ordering process. This flowchart illustrates the users' actions, decisions, and emotions at each stage. We identified Account switching plays a crucial role in every process and was cumbersome.

02 Analyze the current flow

In redesigning the flu order process, fully understanding the user flow is essential, so we ensure that changes made to the order process align with user needs and operational efficiency. Anticipating how alterations impact adjacent processes is essential to maintain coherence and usability.

CHALLENGE

There are two general types of user needs: efficiency and entertainment. In this project, I focused on solving efficiency issues, as an efficient solution fosters positive user emotions. To address the current challenges, I analyzed the flows for making and editing reservations, as well as checking order status. The key issue was users' difficulty in accessing multiple accounts, leading to a cumbersome experience.

How might we simplify the workflow while ensuring a smooth order process?

Also, through our user research data and analysis, we identified 3 major points in this current Vaxishop website.

Pain point 01

Each time only one account is allowed to be selected

Rationale

Through our analysis of the current user flow, we have identified an opportunity to introduce multiple account selections. This enhancement has the potential to significantly improve overall efficiency.

Pain point 02

No central view of the order status.

Rationale

Through user interviews, we observed that users frequently need to access the order information, and the current method of accessing it is cumbersome and inefficient.

Pain point 03

Accessibility issues

Rationale

During the heuristic evaluation, we identified several accessibility issues with the current website. For instance, the layout lacks clear focal points for eye tracking, making it difficult for users to identify key information and make informed decisions quickly.

FINAL DESIGN

KEY METRICS

90%

saving of clicks

23000

hours saving for group buyers

7

NPS improve from 2-3 to 7

7 million

euro secured with better experience