My Account - Digital Rx

UX Designer
Project Overview
Redesigned the digital Rx form on My Account to help the manufacturing lab receive more accurate and precise instructions from doctors to reduce remakes/returns on dental orders and increase customer satisfaction.
My Contributions
Led the effort by rapidly designing and iterating on the digital Rx form. Implemented plan to measure release by helping launch survey to get baseline metrics on Hotjar.
Digital Rx
Lead UX Designer
May - June  2025
The Challenge
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Today, the digital Rx form relies on a free form text field for dentists to send dental orders to our lab. Externally, dentists don't know what Glidewell's full product offerings are and the most pertinent information they need to include when sending a case to the lab. Internally, when doctors don’t provide accurate or clear information it causes miscommunication issues when fabricating products. This increases the company's return/remake percentage thereby negatively affecting customers' satisfaction and the business' revenue.

Given 1 month, I was tasked to redesign the digital Rx form so that dentists can order dental products easily while providing the lab accurate and precise information for the lab to fabricate dental products to help reduce remakes and returns while increasing customer satisfaction.

Key Problems to Solve
‍To balance both customer and business needs, the digital Rx needs to:

  • Be quick and easy to fill out 

  • Require specific pieces of information from the dentist to manufacture dental product


The Solution
Designed a form that guides dentists to specify what product they would like to order while providing them flexibility to provide any information that may be relevant for the lab to fulfill the order.
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Insights
Worked with a UX researcher to come up with a pre-launch survey on HotJar to track baseline metrics for customer satisfaction with ordering dental products using the current digital Rx.
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Although the quantitative data seems positive, the qualitative feedback that we received from survey respondents provided more nuanced insight to their experience when filling out the digital Rx:
"It would be a nice to have dropdown of all products available to choose from or a separate screen to make selecting products easier"
"Typing product names take a long time, maybe consider making this process easier"
Explorations
‍Iteration #1Replaced the freeform text box with dropdown fields that asks dentists to enter information required in order to manufacture their dental product such as tooth number, missing tooth, tooth shades, and pontic tooth.

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Iteration #2: Organized fields so that it follows a dentists mental modal when filling out a paper Rx (would fill out tooth related information first before providing additional info). Displayed required fields and collapsed optional fields to reduce length of form
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Iteration #3: Explored when the user orders multiple products at a time. However, I realized that the form can get long and it requires a lot of scrolling for the user see their products at a high level
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Iteration #4: Contained each product and it's associated fields within a dropdown. If a user adds a product, the previous products get collapsed to reduce cognitive load and focus on the product that the use is filling out information for
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Learning and Next Steps

Due to the time constraints of this project, I learned to think iterate quickly to provide deliverables while thinking about ways to measure the success of my designs. I was able to partner with a UX Researcher to assess customer satisfaction with the Digital Rx pre and post launch to confirm or invalidate the hypothesis that were made when designing the new digital Rx to continuously craft good experiences for customers to submit dental orders. 
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Currently, the Digital Rx is currently in development and I have been performing design QA to ensure that the final product matches my vision. After the Digital Rx is released, we will be releasing a post-launch survey to assess customers’ satisfaction with the new form and compare the results with the baseline metrics we collected. Please stay tuned for the outcomes of this project.
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