H-E-B Pharmacy | Complex Systems & Patient UX Design

Two phone screens showing H-E-B Pharmacy app with prescription statuses for user Sam, including options to view prescriptions and start a refill.

Two smartphone screens side by side showing prescription settings menus; before screen with options Manage profiles, Update communications, Download records, Go paperless, and Login preferences; after screen with options Manage profiles, Update communications, Download records, Upload insurance card, Prescription settings, and Medication allergies.

Before: Five total settings, little nesting utilized, and no organizational scheme in place. After: Ten total settings, 4 settings are nested, organized based on user traffic. Top = high, bottom = low.

Smartphone screen showing search results for 'La' with four results: Latex, Lactose, Lamiaceae, Lasmiditan.

Designed a custom search engine components and flow for the medication allergies setting.

Two phone screens showing medication search results with options to add Acetaminofén and Morphine to allergies, both showing zero results.

Added a custom allergy option to account for bilingual users and spelling errors.

Three smartphones showing a prescription settings app with options for user profiles, child safe and EZ open caps explanation, and paperless, language, and bottle cap preferences.

Designed multi-family account interactions, informational pop-ups, and additional settings.

Restructuring information architecture to power a smarter pharmacy experience

H-E-B Digital Pharmacy, 2024

I was the lead designer for this 10 week internship project on the Pharmacy Design team. I led the redesign of the information architecture of the settings page and developed 3 feature flows.

Lowering the bar

The pharmacy prescription experience with H-E-B is a human to human driven process. In order for users to track information and request changes to their patient profile they must visit the store in-person. Patients lose autonomy and pharmacist are forced to spend valuable prescription packing time to enter data manually.

How do we give time back to both groups? Leveraging the existing mobile app to create online workflows. The existing patient information portal was referenced to create three news settings that were previously restricted to Pharmacists. Now, these settings are customer-facing and require pharmacist approval, reducing the time and effort for both groups.

Building a scaleable system

The existing information architecture of the settings was outdated. There was no information scheme and a lack of scalability for new settings. To fix that, I redesigned a new organizational scheme built off of user traffic and visit frequency. Higher visited settings were pushed upward while the lower visited areas were moved down. Additionally, I made a new framework of nesting settings for future use.

Designing outside the design language

Screens for the new settings had not been created. I utilized the design system components to begin development of the new flows. However, I had to create custom components due to the unique design affordances for each setting.