--- name: prescription-refill-experience type: experience journey: customer persona: Patient (72), rural, lives alone domain: Healthcare · pharmacy technology: Responsive web and native app core: "1.0" description: "Experience skill: Requesting a repeat prescription with pickup or delivery — the best-practice customer journey for a patient (72), rural, lives alone in Healthcare · pharmacy on Responsive web and native app. Use when designing, building, reviewing or writing copy for any step of this journey. Brand-agnostic: pair with any Celestial design skill for the look. Also use it for decks, research readouts, specs and documents about this journey. Outputs: PowerPoint / Keynote / Google Slides decks, Word and Google Docs documents, PDF reports, emails, social posts, charts and diagrams." --- # Requesting a repeat prescription with pickup or delivery A patient picks the repeat medicines they need, sees what needs a review, and chooses pickup or delivery with a clear ready date. **Outcome** — A patient requests a repeat prescription in under two minutes and knows when and where it will be ready, with fewer than 5% of requests needing a follow-up call. This skill says *what happens and in what order*. It never specifies colour, type or spacing: describe screens as compositions of Celestial core v1.0 components and patterns, and let the active design skill render them. --- ## Persona — Walter, Patient (72), rural, lives alone > “I take six tablets a day. I just need the right ones to turn up before I run out.” Has Parkinson's and high blood pressure; the nearest pharmacy is 14 miles away and the bus runs twice a day. **Goals** - Order only the medicines that are running low - Get them delivered when he can't travel - Know they will arrive before he runs out **Pains** - Tremor makes small checkboxes hard to tap - Medicine names that look almost identical - No word on whether the request was approved **Behaviours** - Orders on a tablet propped on a stand - Keeps the empty boxes to check names - Asks his daughter to double-check by phone **Access needs** - Tremor — targets at least 48px, no drag gestures - Slower reading — no timeouts - Prefers larger text (150%) --- ## Domain — Healthcare · pharmacy - Only medicines on the patient's authorised repeat list can be requested; anything else goes to the prescriber - Items past their review date need prescriber review before issue; say so before the patient submits - Controlled medicines need identity checks at pickup and a signature on delivery - Health data is special-category (GDPR) / PHI (HIPAA): delivery labels show no medicine names - Ordering for someone else requires their recorded consent or a registered proxy role Vocabulary to use: `repeat prescription`, `prescriber`, `medication review`, `pharmacy`, `proxy`, `ready for collection` ## Technology — Responsive web and native app Inputs: Touch, Screen reader, Voice dictation - Integrates with prescriber system for approval status - Pharmacy stock check before a ready date is promised - Notifications by SMS and app; SMS carries no medicine names --- ## Journey (5 steps) | # | Step | Goal | Compose with | Copy | |---|---|---|---|---| | 1 | **Choose medicines** | Pick the repeats that are running low | `list + filters` | “Which medicines do you need?” | | 2 | **Check** | See what can be issued now and what needs review | `detail` | “Amlodipine 5mg needs a quick review by your prescriber. This can add 2 working days” | | 3 | **Pickup or delivery** | Choose where to get the medicines | `form + chips` | “Delivery to your home · ready by Thursday” | | 4 | **Confirm** | Know the request is sent and what happens next | `confirmation` | “Request sent. We'll text you when it's ready” | | 5 | **Ready** | Collect or receive the medicines | `feedback` | “Your medicines are ready at Hillcrest Pharmacy until 18:00” | ### 1. Choose medicines - Each item shows name, strength, dose and when last ordered - Whole row is the tap target, not a small checkbox - **empty:** You have no repeat medicines yet. Ask your prescriber to add them ### 2. Check - Review-due items flagged in words, not only colour - Explain what a review means and how long it adds ### 3. Pickup or delivery - Show ready date for each option before choosing - Controlled items explain the ID or signature needed - **error:** We can't deliver to this postcode. Choose a pharmacy instead ### 4. Confirm - Restate items, option and expected date in large text - Show how to change or cancel before it is dispensed ### 5. Ready - Notification gives place, hours and what to bring - Delayed items explained with a new date - **error:** One item is out of stock. We'll have it by Monday --- ## Principles 1. Only show what the patient can actually order 2. Flag reviews before submission, not after 3. Every status change reaches the patient 4. Private by default: no medicine names outside the app 5. Large, forgiving targets for every choice ## Do / Don't **Do** - Show when each medicine was last ordered - Give a ready date before the patient chooses - Let a registered proxy order with consent **Don't** - Let patients type free-text medicine names into an order - Put medicine names in SMS or on parcels - Promise a date before checking stock and approval ## Accessibility - Meets WCAG 2.2 AA; target size at least 48×48px, beyond the 24px minimum in 2.5.8 - Selected items announced with count: “2 of 6 medicines selected” - Status uses text and icon, never colour alone (1.4.1) - Text reflows at 200% with no horizontal scrolling (1.4.10) Core minimums always apply: 4.5:1 text, 3:1 UI and focus, visible focus on every control, 44px touch targets, no meaning by colour alone, reduced motion respected. ## Content and voice - Use the name and strength exactly as printed on the box: “Amlodipine 5mg tablets” - Dates in words: “Thursday 16 October”, not “16/10” - Say who acts next: “Your prescriber will review this” ## AI interactions - No AI in choosing or approving medicines because errors carry clinical risk; ordering is a deterministic list from the prescriber's record ## Edge cases - Patient orders too early — explain when it can be ordered and why - Medicine discontinued since last order — direct to prescriber, don't silently drop it - Delivery missed for a controlled item — return to pharmacy and notify with collection steps - Proxy's consent has lapsed — block ordering and explain how to renew - Patient says they have run out — show urgent supply guidance --- ## Measures | Measure | Target | How | |---|---|---| | Request completion | ≥ 90% | Started → sent | | Time to request | < 2 min | Median, users 65+ | | Follow-up calls | < 5% | Requests followed by a call to the pharmacy | | On-time readiness | ≥ 95% | Ready by the promised date | Research: Usability sessions with older adults with tremor on their own tablets; Pharmacist and prescriber walkthrough of review and controlled-drug rules; Diary study over two refill cycles. --- When building this journey: follow the steps in order, compose each screen from core components and patterns only, keep the persona's access needs and the domain rules non-negotiable, and take every visual value from the active design skill. ## Using this journey in other outputs - **Deck or readout**: one slide for the persona (name, role, quote, goals, pains), one per step (goal, screen, the principle that matters most, its error state), then measures with targets. 16:9. - **Spec or document**: a section per step with goal, screen composition, copy, states and acceptance criteria; principles and accessibility rules as a checklist at the end. - **Look and feel**: this skill is brand-agnostic. If a design skill is named or installed (e.g. "in Mars"), take every colour, font and shape from it; otherwise use plain neutral styling and say which design skill would apply.