Nimble Pharmacy User Study

Nimble Pharmacy is an online mail order pharmacy. At the time of the project, Nimble was facing an excessive amount of calls from users in the 44-55 age range. Rather than finding the information on the website, those users were dropping off and calling a help number to check prescription status. The goals of the study were:

  • Identify the roadblocks that were causing an increased use of resources to the company

  • Perform user interviews and break down data into digestible deliverables to support recommendations

  • Provide recommendations in a phased approach of most urgent to wish list items

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Problem areas identified via recorded user testing

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Time on task metrics and success and difficulty rates

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Prioritized suggestions