Bringing Clarity and Trust to Online Medicine Ordering

My Role:

My Role:

UI/UX Designer

Industry:

Industry:

Healthcare

Duration:

Duration:

4 weeks

Outcome

Outcome

A redesigned app and lots of learning

Overview

Sayacare is an online pharmacy that sells affordable, double-tested generic medicines. I genuinely liked the idea same quality but at way lower prices I studied the experience, ran a quick survey, and redesigned the friction points, this case study captures how the core flows were transformed for clarity and trust

Why this Project? aka Backstory

One evening I needed to order a prescription medicine and discovered Sayacare. The brand promise felt trustworthy with big savings but the app experience didn’t match that. The home felt busy, the prescription steps were unclear, and the order flow made me second-guess the process. If an experience meant to reduce stress ends up adding more of it, that’s a problem. So I decided to dive deeper…

Why this Project? aka Backstory 💭

One evening I needed to order a prescription medicine and discovered Sayacare. The brand promise felt trustworthy with big savings but the app experience didn’t match that. The home felt busy, the prescription steps were unclear, and the order flow made me second-guess the process. If an experience meant to reduce stress ends up adding more of it, that’s a problem. So I decided to dive deeper…

What I initially Thought (My Hypothesis)

When I first used Sayacare, a bunch of small frustrations kept popping up. So I started asking myself
(These later aligned strongly with actual user insights.)

When I first used Sayacare, a bunch of small frustrations kept popping up. So I started asking myself: (These later aligned strongly with actual user insights.)

Do users even know when a prescription is needed?

Do users even know when a prescription is needed?

Is the prescription upload flow more complicated than it needs to be?

Is the prescription upload flow more complicated than it needs to be?

Do users even know when a prescription is needed?

Do users even know when a prescription is needed?

Do users even know when a prescription is needed?

Do users even know when a prescription is needed?

Do users even know when a prescription is needed?

Do users even know when a prescription is needed?

Do users even know when a prescription is needed?

Do users even know when a prescription is needed?

Why does the home screen feel overwhelming?

Why does the home screen feel overwhelming?

Is the app failing to communicate its trust factor?

Is the app failing to communicate its trust factor?

Understanding the Users 🔍

I didn’t have access to Sayacare’s actual customers, so I reached out to people I could reach
mostly 20–28year olds who order medicines online.
Not a perfect user group, but enough to spot meaningful patterns.

Research (Survey and Interview)

I kept research light but focused:

Online survey with 60 participants
3 interviews with users who buy medicines online

How often do you order medicines online?

Have you ever felt unsure which medicines require a prescription?

What would make you trust an online pharmacy more?

How much do you trust online pharmacies to deliver safe and authentic medicines?

Insights I got…

The patterns were clear and aligned closely with my hypothesis:

01

Users are still adapting to online medicine ordering.

They need more guidance and reassurance.

01

Users are still adapting to online medicine ordering.

They need more guidance and reassurance.

01

Users are still adapting to online medicine ordering.

They need more guidance and reassurance.

02

Trust is built through visible proof.

“Lab-tested” and “pharmacist-verified” tags were the strongest trust drivers.

02

Trust is built through visible proof.

“Lab-tested” and “pharmacist-verified” tags were the strongest trust drivers.

02

Trust is built through visible proof.

“Lab-tested” and “pharmacist-verified” tags were the strongest trust drivers.

03

Trust in online pharmacies is moderate.

Average trust rating was around 3.4/5.

03

Trust in online pharmacies is moderate.

Average trust rating was around 3.4/5.

03

Trust in online pharmacies is moderate.

Average trust rating was around 3.4/5.

04

Prescription rules confuse users.

Half participants didn’t know at what step it was required.

04

Prescription rules confuse users.

Half participants didn’t know at what step it was required.

04

Prescription rules confuse users.

Half participants didn’t know at what step it was required.

The Core Problem🎯    

"How do we make Sayacare’s medicine ordering experience easy understand
and easy to trust? "

After combining my initial observations with user insights, I narrowed the scope to four major issues:

Lack of clarity

Users don’t know when prescriptions are required

Lack of clarity

Users don’t know when prescriptions are required

Lack of clarity

Users don’t know when prescriptions are required

Low awareness

Generic medicines poorly understood

Low awareness

Generic medicines poorly understood

Low awareness

Generic medicines poorly understood

Moderate trust

Generic medicines poorly understood

Moderate trust

Generic medicines poorly understood

Moderate trust

Generic medicines poorly understood

Information overload

Visual noise cognitive in multiple screens

Information overload

Visual noise cognitive in multiple screens

Information overload

Visual noise cognitive in multiple screens

Opt 1

The first version seemed flexible at first, it actually created more confusion.  A medicine bill isn’t a legally valid prescription, and a medicine photo still requires pharmacist verification, meaning users eventually had to upload a real prescription anyway.

WHAT I LEARNED

More options don’t always mean more clarity especially in healthcare flows.

Opt 1

The first version seemed flexible at first, it actually created more confusion.  A medicine bill isn’t a legally valid prescription, and a medicine photo still requires pharmacist verification, meaning users eventually had to upload a real prescription anyway.

WHAT I LEARNED

More options don’t always mean more clarity especially in healthcare flows.

Opt 2

This version removed the extra ordering methods, which made the screen cleaner and focused. It was helpful information, but it raised a new question “What exactly counts as a valid prescription?” So instead of reducing friction, it added a small moment of doubt right before the primary action.

WHAT I LEARNED

Clarity improves when the screen has fewer decisions, but priority hierarchy still matters the main action should always feel effortless.

Opt 2

This version removed the extra ordering methods, which made the screen cleaner and focused. It was helpful information, but it raised a new question “What exactly counts as a valid prescription?” So instead of reducing friction, it added a small moment of doubt right before the primary action.

WHAT I LEARNED

Clarity improves when the screen has fewer decisions, but priority hierarchy still matters the main action should always feel effortless.

Opt 3

The third version finally tied everything together. The hierarchy became clearer, the prescription guidelines were visually simplified. This version felt calm, intentional, and aligned with how healthcare products should communicate.

WHAT I LEARNED

A good redesign isn’t just removing steps it’s about guiding the user with clarity, confidence, and minimal cognitive load.

Opt 3

The third version finally tied everything together. The hierarchy became clearer, the prescription guidelines were visually simplified. This version felt calm, intentional, and aligned with how healthcare products should communicate.

WHAT I LEARNED

A good redesign isn’t just removing steps it’s about guiding the user with clarity, confidence, and minimal cognitive load.

Iterations

Designing the prescription flow took a few rounds of exploring what felt simple, what felt confusing, and where the unnecessary complexity lived. Each iteration taught me something different about how users understand (or don’t understand) prescriptions online.

User Flow & Structure

After identifying key friction points in Sayacare’s existing prescription upload process, I restructured the entire flow to reduce user confusion and decision fatigue.

Early Explorations

Before moving into structured flows and UI, I usually explore quick ideas on paper. These rough sketches helped me understand what needed simplifying, how users might move through the prescription flow, and how trust cues could be surfaced naturally.

Low Fidelity Explorations

Iterations

Designing the prescription flow took a few rounds of exploring what felt simple, what felt confusing, and where the unnecessary complexity lived. Each iteration taught me something different about how users understand (or don’t understand) prescriptions online.

Opt 3

The third version finally tied everything together. The hierarchy became clearer, the prescription guidelines were visually simplified. This version felt calm, intentional, and aligned with how healthcare products should communicate.

WHAT I LEARNED

A good redesign isn’t just removing steps it’s about guiding the user with clarity, confidence, and minimal cognitive load.

Opt 3

The third version finally tied everything together. The hierarchy became clearer, the prescription guidelines were visually simplified. This version felt calm, intentional, and aligned with how healthcare products should communicate.

WHAT I LEARNED

A good redesign isn’t just removing steps it’s about guiding the user with clarity, confidence, and minimal cognitive load.

Opt 1

The first version seemed flexible at first, it actually created more confusion.  A medicine bill isn’t a legally valid prescription, and a medicine photo still requires pharmacist verification, meaning users eventually had to upload a real prescription anyway.

WHAT I LEARNED

More options don’t always mean more clarity especially in healthcare flows.

Opt 1

The first version seemed flexible at first, it actually created more confusion.  A medicine bill isn’t a legally valid prescription, and a medicine photo still requires pharmacist verification, meaning users eventually had to upload a real prescription anyway.

WHAT I LEARNED

More options don’t always mean more clarity especially in healthcare flows.

Opt 2

This version removed the extra ordering methods, which made the screen cleaner and focused. It was helpful information, but it raised a new question “What exactly counts as a valid prescription?” So instead of reducing friction, it added a small moment of doubt right before the primary action.

WHAT I LEARNED

Clarity improves when the screen has fewer decisions, but priority hierarchy still matters the main action should always feel effortless.

Opt 2

This version removed the extra ordering methods, which made the screen cleaner and focused. It was helpful information, but it raised a new question “What exactly counts as a valid prescription?” So instead of reducing friction, it added a small moment of doubt right before the primary action.

WHAT I LEARNED

Clarity improves when the screen has fewer decisions, but priority hierarchy still matters the main action should always feel effortless.

Iterations

Designing the prescription flow took a few rounds of exploring what felt simple, what felt confusing, and where the unnecessary complexity lived. Each iteration taught me something different about how users understand (or don’t understand) prescriptions online.

Opt 1

The first version seemed flexible at first, it actually created more confusion.  A medicine bill isn’t a legally valid prescription, and a medicine photo still requires pharmacist verification, meaning users eventually had to upload a real prescription anyway.

WHAT I LEARNED

More options don’t always mean more clarity especially in healthcare flows.

Opt 2

This version removed the extra ordering methods, which made the screen cleaner and focused. It was helpful information, but it raised a new question “What exactly counts as a valid prescription?” So instead of reducing friction, it added a small moment of doubt right before the primary action.

WHAT I LEARNED

Clarity improves when the screen has fewer decisions, but priority hierarchy still matters the main action should always feel effortless.

Opt 3

The third version finally tied everything together. The hierarchy became clearer, the prescription guidelines were visually simplified. This version felt calm, intentional, and aligned with how healthcare products should communicate.

WHAT I LEARNED

A good redesign isn’t just removing steps it’s about guiding the user with clarity, confidence, and minimal cognitive load.

Design Solutions🎨

Clarity Around Prescription Requirements

To remove confusion around prescriptions, I redesigned the flow to make the entire experience more transparent and predictable for users:

Added an RX tag on medicine cards

Redesigned the prescription upload flow

Making Order process Clear and Stress-Free

After fixing the prescription flow, the next big friction point was the order experience. Users on Sayacare had no real sense of where their order was. The original flow felt flat, text-heavy, and disconnected from the emotional side of buying medicines where clarity matters the most.

Clear order status labels along with Verified tags

Final prototype

I’m here to help you create smth exceptional !

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I’m here to help you create smth exceptional !

Email

Linkedin

Resume

I’m here to help you create smth exceptional !

Email

Linkedin

Resume

I’m here to help you create smth exceptional !

Email

Linkedin

Resume

I’m here to help you create smth exceptional !

Email

Linkedin

Resume

I’m here to help you create smth exceptional !

Email

Linkedin

Resume

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