Capsule
Operations for a Digital Pharmacy
Search medication or provider
0–1 Product Design
Operations Workflow Design
Design System
June 21, 2023
Capsule is a full-service pharmacy on your phone. I designed the software needed to run its operations at scale.
Role
Lead Product Designer turned Design Director
Team
- First designer on the Operations team, hired two more designers who I managed and worked alongside
- Worked with operations stakeholders, product managers, and engineers across four squads
Timeline
2020–2023
What I Did
- 0-to-1 design of software that enabled Capsule's operations at scale
- Conducted discovery to understand, document, and improve the various operations workflows across the business
- Created prototypes and conducted user testing sessions to validate concepts and designs
- Developed our design language and design system with components and styles in Figma and Storybook
Features
- Customer communications across chat, SMS, email, and phone
- Customer profile management for prescriptions, insurance, preferences, and more
- Task management and workflow coordination across teams and functions
- Pharmacist safety checks and prescription processing
- Inventory and fulfillment
- Insurance claims and billing
Outcome
- Improved operations efficiency and unit economics by up to 40% for certain workflows