Modernizing Prescription Fulfillment Systems

Context / Role
I led the modernization of a critical prescription fulfillment system supporting thousands of stores nationwide. The legacy platform included thousands of screens and decades of accumulated workflows, creating inefficiencies and usability challenges for pharmacists. I oversaw the end-to-end experience transformation, aligned product strategy with clinical, operational, and regulatory requirements, and ensured enterprise-wide adoption.

Challenge
- Cumbersome legacy system with inconsistent interfaces and workflows.
- Thousands of screens required redesign while maintaining operational continuity.
- Strict regulatory and clinical requirements demanded high accuracy.
- Multiple stakeholders and distributed teams required alignment and coordination.

Approach
- Conducted a full audit of workflows and user journeys to prioritize redesign efforts.
- Led multidisciplinary teams of UX designers, product managers, researchers, and engineers.
- Leveraged enterprise design systems to standardize components and ensure consistency across thousands of screens.
- Engaged pharmacists nationwide through remote and contextual research to validate design decisions.
- Partnered with executives to align strategy, progress, and adoption plans.

Results / Impact
- Streamlined workflows, reducing task completion time and operational errors.
- Standardized interfaces across thousands of screens, reducing training needs and improving usability.
- Achieved enterprise-wide adoption with measurable efficiency gains and increased pharmacist satisfaction.
- Created a scalable framework for future legacy system modernization initiatives.