How might we distill dozens of refill‑related objects into a concise set of core concepts that match clinicians’ mental models?
Mapping objects
How might we confirm the product covers 100 % of refill scenarios seen in clinics before scaling?
Testing and iterating
How might we confirm the product covers 100 % of refill scenarios seen in clinics before scaling?
Edge cases
Results
In 2023 it went live in 2,800+ clinics, serving 43,000+ patients with a more reliable, near-frictionless refill experience.
Ease of use & adoption
Lyndsay A. Rodgers
Clinical Services Initiatives Mgr
My nurses have used the refill self-service and are very pleased with the easiness and reduction in time it takes/efficienc.
Thank you!!
Tara E. Towe
Registered Nurse
One of the BEST THINGS EVER!
Krystal D. Antu
Dietitian
We all love it! Very convenient, quick way to review refills.
Natisha Winegarner
HT PM
It’s super easy—literally the push of a button. We LOVE it.
Clinical workflow wins
Congwen Thach
HT RN
I have used it and much happier 😊.
I like how it is convenient and quicker. It is nice to see the dates and next fill dates. Thank you for reaching out to us! Have a wonderful day!
Natisha Winegarner
HT RN
The feature to track shipments is invaluable!
I cannot tell you how many times I have waited on hold for a pharmacy technician to track a shipment.
Esther Teerman
Manager, Nutrition Services
The best part about the self-service from my experience was that I could use my laptop to help pt refill their medications right away by chairside.
Or, in the PD clinic when they requested and informed them about their copay and got their consent all in one step, which saved a lot of time.
Time saved
Shun D. Price
Facility Admin
Using this feature eliminates the need to call pharmacy… they would be on the phone at least 15 min or more.
Tara E. Towe
Home Therapies RN
Realistically on a big program you’re saving 2‑3 hours per week.
Pat Denton
Home Therapies Program Manager
Quick—was able to see shipment, call patient back within minutes.
Krystal D Antu
Dietitian
We all love it!
Very convenient, quick way to access and review current, new and future refills needing new rx scripts!
It's pretty flawless.
