Manage Auto Refill for Blink Health

Blink Health’s Blink Rx service provides direct-to-consumer pharmacy services for high cost, brand name prescription drugs, at a fraction of the price.

The Problem:

Approximately 82% of eligible prescriptions opt into auto refill.
However, 10% of patients unenroll due to various reasons, one being an indication of having an excess of medication on hand.

Patients that use an auto-refill program are 2x more likely to refill their medications with the same pharmacy.

The goal: to increase the number of patients that stay enrolled in auto-refill so that the business can increase the steady, repeat revenue from prescriptions.

Project Overview:

TEam:

Lead product designer (me), 2 product managers, 8 engineers, 3 pharmacists

Initial Experience:

Patients had the option to cancel auto-refill from the web and mobile app if they did not want medications to be ordered exactly on schedule.

Key Considerations:

• Patients who are enrolled in auto-refill have a 2x higher fill rate than patients not enrolled.

• Orders are placed over 10 days before a patient will receive their medication in the mail via USPS. It was important to be transparent about the timing and make it easy for patient’s to modify their order dates appropriately.

The Process:

I used low fidelity wireframes to guide conversations with product managers, engineers and leadership to make decisions on key features we would include and potential functionality. This led to greater team alignment and smoother design handoff than we as a team had previously.

The Result:

After launch, within the first month we saw an improvement from 10% unenrollement to 7% unenrollment.

The “delay by 1 week“ feature was used at least once by 15% of customers enrolled in auto-refill and the “change order date” function was used at least once by 27% of customers.