3. Refill Consent
Finding a balance between fulfilling the needs of insurance companies, the patient, and the bottom line.
This initiative was a push and pull, attempting to find a balance between fulfilling the needs of insurance companies, the patient, and the bottom line.
To stay compliant with the needs of our fulfillment partners, they mandated that we alter the designs so patients needed to opt-in for each individual prescribed product and we that we no longer regarded any product as “Free”.
Working within this compliance space meant that I was balancing between two diametrically opposed thought processes: First, the insurance company that does not want to fill certain things, in this case, FC2, the internal / female condom. Second, the business itself that was still highly reliant on FC2 being its main source of income.
As a designer, I had to figure out how to balance the requirements from our fulfillment partner but also find ways to maintain subscriptions. We first tested on Medicaid and a couple of smaller specialty groups of patients to get usage patterns and an estimate of refills after this change, before we were forced to roll this out to all insurance patients.
PAIN POINTS
- Creating friction for a patient to physically opt-in to every item, rather than the previous system of having all items prechecked in an order.
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Business suffered revenue loss from sharp decrease in FC2 orders since they were now opt-in versus opt-out. Many patients decided to not opt-in to FC2.
The necessary implementation of this project leads into my following project, Upselling FC2, which attempted to recoup FC2 refill losses.
Design: Reginald Lin, Matt Ström
Frontend: Amy Pickup, Anthony Fletcher
Backend: Daniel Rigberg
Copy: Devon Johnson