MedAvail Technologies Inc. is a pharmacy technology company that is changing the way you access your medication. MedAvail partnered with Blackcreek to create a fast, convenient, and secure pharmacy experience.
The Challenge: Medication Dispensing is Time Consuming & Difficult to Scale
Patients are having poor user experiences in traditional pharmacies, waiting up to 45 minutes for their orders.
MedAvail addressed this problem with an innovative 24-hour self-service kiosk. However, regulatory and technology constraints limited the potential impact of the kiosk.
Smart Design Choices Through Close Collaboration
The companion application was designed and integrated directly with MedAvail pharmacy management system, keeping all past orders, available refills, and patient information in sync across the overarching infrastructure. Real time prescription order updates pushed to the user’s devices further ensured all information in the system and its components was synchronized.
Blackcreek in close collaboration with MedAvail designed the technical architecture with the goal of simplicity under the technical and regulatory constraints. Weekly in-person meetings along with daily correspondence ensured the efficient use of resources and timely delivery of technical milestones.
Smart design choices reached through exhaustive design sprints resulted in a “user journey”-agnostic solution:
- All patients are free to use the 24-hour kiosk without downloading or registering the companion application — it is completely optional.
- Existing patients of the pharmacy are grandfathered into the companion application. Simply registering will automatically import all previous orders, current refills, and personal information into the application.
- New patients of the pharmacy can register in the mobile application at any point in time, with all previous orders, current refills, and personal information imported automatically.
- All patients can request to transfer scripts from their previous pharmacy to the new one, and will see those orders and refills automatically reflected in their companion application.
The mobile applications takes care of the communication with the kiosk to process the pre-order in the background.
Overall the mobile application reduced the end-to-end transaction time from up to 5 minutes down to as little as 1 minute, while alleviating patient concerns about privacy and stock availability.
Any issues during this process that cannot be resolved automatically are communicated to the user in the appropriate manner to avoid a poor customer experience at the kiosk.
Patient information security is the priority for Blackcreek and regulated by multiple pieces of legislation. The design choices and their implementation ensured no personal information could be accessed through the mobile application without the user confirming their identity through login authentication and a PIN. This same PIN is required at the self-serve pharmacy kiosk to complete the transaction.
The kiosk with the companion application provides value beyond the pharmacy as well, by expanding medication accessibility in remote areas and urgent care circumstances for hospitals and clinics.
Transforming the Pharmacy Experience
Blackcreek and MedAvail are continuing to transform the pharmacy experience beyond the kiosk with subscription memberships, home delivery support, over-the-counter products, in-app payment and more.