iRevo Application | Jennifer Ui

iRevo - Enabling retailer to engage with their customer

Sector: Pharmacy Retailers, Customer of the pharmacy

Challenges: The challenge is that despite having an online presence pharmacy store, the pharmacy struggles to effectively engage with customers due to a lack of interactive tools and personalized communication strategies, leading to reduced customer interaction and satisfaction.

My Role: UI /UX Designer | Visual Editor Project

Time: 4 weeks (before handing over for development)

Analysis Phase
Research on what can be improvised to engage customer to increase the sales.

I began my case study learning about customer demographics along the way.

Target Audience: Customer of the pharmacy Demographics women ages 24–55 years. Its customer base also includes men age 30–60 years old with concerns about their health.

In-App -Survey: For existing users, an in-app survey can provide immediate feedback.

Challenges:

Data security standards to regularly update security measures to protect against breaches.
Ensure the app can integrate with electronic health record (EHR) systems, pharmacy management systems.
Design the app to handle increasing volumes of data and users without performance degradation.
Implementing robust backup solutions to prevent data loss.
Obtain explicit consent from users before collecting, storing, or sharing their health data
Ensure the app can aggregate data from various sources (e.g., different healthcare providers or pharmacies) in a unified format.

Hereby we started our development for following features.

Low fidelity wireframes

Create Offers

Create Greetings

High fidelity wireframes

Clickable Prototypes:

After some low-wireframes and high-fidelity prototypes were created, which I supplemented with click ability using Figma. Again, user tests revealed small vulnerabilities in the structure of the user interface, in some formulations and interactions.

Few iterations involved:

Included one more field Product display name as to the offer visual image limiting name of the product
A feature of adding product image to the visual banner for a product offer while sending the WhatsApp message.
Incorporating dynamically the store name within greetings image
Included adding few more Offer types.

There are 3 ways to start the journey of creating offers

From the Home Page: Click on the card provided on the homepage.
Via Online CRM: Select the CRM option online, where you'll find a "Create Offer" button.
Through In-App Notification: Use the notification within the app to start creating an offer.

Select Offer type.
Select Template
Enter details for the offer creation.
Share the offer via WhatsApp or SMS

Steps to create an offer

Select Greetings.
Select Theme
Schedule the date for sending greetings.(Note Awareness Tips, Health Tips and seasonal greetings can scheduled for multiple days with multiple themes)
Select customer you want to share with the will be shared only via Whatsapp message

Steps to create Greetings

Improvements for next iteration

Include more research in the creative process, as it‘s a complex and extensive topic with many factors (for example, technical and social challenges) and with various retailers
Reporting and Analytics: Provide detailed reports and insights on the customers feedback on these features individually.
Development of user persona in addition to the product-based journey map.

My Learnings 

Take small steps, because big changes can not be brought overnight, especially when you have to satisfy customers not just by an application alone but by developing more strategically meaningful and realistically applicable tools that steer in the intended direction for engaging customers.
I approached the product too digitally and with too many concrete ideas about the result, thus failing to correctly take into account some needs and challenges of the target group and thus unfavorably defined the minimum viable product. Interview questions chosen unfavorably looking back, to few of the potential disadvantages on giving offers to customers:

Frequent offers can reduce profit margins, especially if not strategically managed or if the discounts are not reasonable.
Regular discounts might lead customers to expect lower prices consistently, diminishing the perceived value of products.
Customers might become reliant on promotions, leading to decreased sales during non-promotional periods and affecting overall revenue stability.
Brand Perception: Over-reliance on discounts might undermine the pharmacy's brand image, making it seem less premium or less trustworthy compared to competitors who maintain consistent pricing.

More substantive visual design since we haven’t had visual editors for the greeting feature, some of our retailers have not been satisfied with the visual design approach. This has made the work more challenging for our in-house designer.