Designing an end-to-end digital pharmacy experience to expand access to medications in Ghana
Client
Aide Chemist
Year
2024
My Role
Lead Product Designer
Team
Managed 2 UX designers
1 Software engineer
1 Front end developer
Timeline
16-20 weeks
Overview
Momentum is an Android pharmacy app developed for Aide Chemists (a leading pharmacy in Ghana) to expand access to healthcare products and services. The goal was to replicate the trusted in-person pharmacy experience while making ordering, refills, and support simple and reliable on mobile.
The app enables users to manage prescriptions, set up subscriptions, order medications, personalize their profile, and connect with expert pharmacist support.
My Role
As Lead Product Designer, I drove product vision and UX strategy from concept through launch. I established the app’s design system, then handed off and led a team of UX designers through execution, partnering closely with engineering, product, and client stakeholders to keep design and development aligned.
The Problem
Many users were familiar with in-person pharmacy visits but had limited exposure to digital healthcare tools. That meant adoption hinged on designing for simplicity, trust, and guided, human-centered interactions, while still supporting real operational complexity behind the scenes (inventory, fulfillment, delivery).
Target Users
Primary users were patients and customers who needed a trusted, low-friction way to order medications, manage prescriptions, and get support when questions came up, especially first-time digital customers.
Operational users included internal teams responsible for inventory, fulfillment, and delivery reliability, where tooling and workflow automation directly affected customer experience.
Mapping distinct needs across customers to prioritize features.
Identified priorities: stock availability, convenience, price and prescription managment.
Design system foundations, reusable components and components for consistency and scale.
We built an MVP that prioritized trust, speed, and repeatable prescription management.
Our approach was grounded in extensive user research and iterative testing. Based on user familiarity with offline workflows, we designed the MVP around essential needs: fast delivery, recurring prescriptions, pharmacist support, and flexible pickup.
Key Process
Discovery and research
We grounded the product in extensive user research and iterative testing, with a focus on building trust for users transitioning from offline to digital care.Define an MVP built for repeat pharmacy behavior
We prioritized the essential use cases that make a pharmacy app “stick”: fast delivery, recurring prescriptions, pharmacist support, and flexible pickup.Design the core pharmacy workflows end to end
- Digital prescription uploads
- On-demand ordering
- Subscription-based refills for recurring meds
- Account personalizationBuild “human” support into the product experience
We designed pharmacist support to feel accessible and reassuring, mirroring the trusted guidance users expect in-person.Improve reliability by supporting internal operations
In parallel, I worked on internal-facing tools to improve operational efficiency and reduce service failure points:Inventory management
Automated fulfillment workflows
A driver interface to support reliable last-mile delivery
Home experience designed for quick access to search, promotions and reorders.
Profile provides a single space to manage personal details, orders, preferences.
Product reporting flow lets users submit an issue, track over time, and view pharmacy responses.
Checkout flow allows users to select shipping/pickup at pharmacy options.
Designed the ops console pharmacists rely on to triage orders, verify prescriptions, and track fulfillment end-to-end.
Operations Platform
In parallel with the pharmacy app, I led the design of the operations console, the internal tools pharmacists use to manage orders, customers, and prescription fulfillment. The console was built for fast, real-world workflows, with the goal of enabling pharmacists to handle incoming orders, verify prescriptions, track status from pickup to delivery, and handle expectations with minimal back and forth.
Key Process
Order triage + status tracking: Search, filter, and move orders through the pipeline with clear, consistent states
Customer + prescription context: Order detail brings together patient info, address, order summary, and prescription verification in one view
Operational guardrails: Structured fields and status controls reduce errors and support consistent handoffs across pharmacy + delivery
Early wireframes mapping key admin user journeys (dashboard, product management, order and product upload).
Admin can drill into an order to view customer details, payment/status, and prescription verification.
Driver app flow, clear path from assignment to delivery to completion (customer feedback).
Streamlined driver UI built for on-the-go use, minimizing steps while ensruing accurate delivery.
Outcome
Momentum shipped as an Android MVP to the Ghanan market in 18 weeks. The product delivered the core pharmacy loop end-to-end: prescription uploads, on-demand ordering, subscription-based refills, account personalization, and pharmacist support designed to feel as trustworthy as an in-person pharmacy visit.
Impact
Within months of launch, Momentum demonstrated early traction as a digital extension of a trusted pharmacy:
Faster critical path: In usability testing, users completed the “Upload prescription → place an order” flow ~32% faster after the redesigned MVP flow.
Higher confidence: Post-task ratings showed a +12-point lift in user confidence that their prescription/order would be handled correctly (pre vs post), driven by clearer guidance and confirmation states.
Operational reliability: Inventory + fulfillment workflows and a driver interface reduced manual coordination and strengthened end-to-end delivery execution.
Engagement + retention signals: Subscription-based refills and streamlined prescription management supported repeat behaviors instead of one-time orders.