Reduced prescription renewal time by 37%
Cut workflow from 20 to 13 clicks
100% usability test success rate

Making prescription refills faster, clearer, and easier for veterinary teams.

Role: UX/UI Designer
Project: Feature Improvement / Prescription Refill Workflow
Tools: Figma, User Interviews, Usability Testing

Why RX refills?

As pets are increasingly viewed as cherished family members, the demand for veterinary care, particularly chronic medication refills, has grown significantly. Clients now expect fast, seamless service, especially with the rise of third-party pharmacies like Chewy and 1-800-PetMeds.

To solve this, I designed and tested a “Refill Medication” feature that streamlines the process. With just a few clicks, staff can now refill existing prescriptions without re-entering data.

This update reduces repetitive work, saves valuable time, and improves the overall experience for veterinary teams, helping ensure pets receive timely care with fewer administrative delays.

The Problem

The Research Goal

In Vetspire’s original system, renewing a prescription meant creating a new “medication pick-up” request and manually re-entering all prescription details.

An inefficient, time-consuming task for already busy staff.

Design a simpler prescription renewal workflow that:

  • Reduces the number of clicks

  • Minimizes repetitive manual entry

  • Improves confidence for veterinary staff

  • Creates a faster, more intuitive experience

User Research

“The most requested change was a more streamlined process for refills to improve workflow efficiency”

User Research

  • I interviewed 5 Veterinary professionals at Paz Veterinary in Austin, Tx including:

  • Veterinary technicians

  • Manager

  • Receptionists

  • Medical director

  • All Participants use Vetspire on a daily basis as their primary software

Main research:

  • What features are absolutely essential for you in veterinary software?

  • What do you find most frustrating or time-consuming when using the system day-to-day?

  • Are there any tools or features that save you the most time or make your job easier?

  • When you prescribe medications through third-party sites like Chewy or 1-800-PetMeds, how well does the software support that process?

  • If you could request one new feature or improvement, what would it be?

Key Insights:

  • Essential Features:
     Medical records, prescription recording, scheduling, inventory, and communication tools were mentioned as the most crucial and frequently used features.

  • Frustrations:
     System slowdowns, multi-step processes, and occasional crashes were common frustrations that disrupted their workflow.

  • Unused Features:
     Marketing tools and advanced reporting options often go unused, especially by non-management staff who don't need them in their routine tasks.

  • Impact:
    While the platform helps organize tasks, staff still rely on manual tools like printed external prescription requests, in-house laminated prescription request sheets, spreadsheets or external software to complete their work.

  • Common Improvement Request:
    One of the most requested changes was better integration with third-party pharmacies, as well as a smoother process for refills, diagnostics, and workflow efficiency.

The Goal

  1. Simplify and speed up the refill process

  2. Reduce repetitive data entry

  3. Improve clarity and navigation during medication management

  4. Decrease staff stress during high-volume periods

  5. Better support external pharmacy workflows

Competitive Analysis

Key Observations 

  • Vetspire offers strong analytics and customization, best suited for larger or specialized practices.

  • Covetrus Pulse provides balanced features with a focus on client engagement and e-commerce, but is less flexible.

  • Shepherd is simple and affordable, ideal for smaller clinics, though it may lack advanced functionality for bigger practices.

  1. “Refill Prescription” Button: Pre-populates prescription details for quick renewal

  2. Confirmation Message: “Task Sent Successfully” displayed with yellow pending icon for clarity

  3. Pharmacy Name Displayed: Replaces “External” with actual pharmacy name

  4. Inactive Styling: Expired prescriptions styled in gray to reduce confusion

  5. Quick Access to Renew, Decline, and Approve from patient dashboard

Key Features for site

Create & Develop

"Designed with hardworking veterinary professionals in mind."

User Flows

Task Flows

Low Fidelity - Refill Medications Feature

Hi Fidelity Prescription Task Feature

Prototype Testing Ready

We conducted testing with five regular Vetspire users, spanning roles from managers and technicians to receptionists and a medical director. All participants successfully completed 100% of the assigned tasks.

Usability testing

This usability study focused on evaluating Vetspire’s current prescription management process compared to newly designed features aimed at reducing pain points and improving workflow efficiency.

Efficiency Gains!

  • Renewing Approved RX: Reduced clicks by about 30% and time by roughly 50%.

  • Dr. Approval Requests: Saved up to 2 minutes per task thanks to a streamlined, paperless workflow.

  • Renewing Approved RX (again measured): Further reduced clicks and time by 40–60%.

  • Declining RX: Cut clicks by approximately 50% and time by around 60%.

Final Prototype

Successful Added Features:

  • Refill Medication Tab with auto-populated medication instructions for faster, more accurate renewals.

  • Internal Messaging to Doctor for refill approvals, streamlining communication and reducing delays.

Figma Prototype

Next

NUTHREADS