Customer Story

You want to use the new digital pharmacy you saw in Hulu ads but don’t have any medications. You are going to the doctor’s office next weekend and are pretty sure you’ll get prescribed medication then. Since this is a pharmacy, you expect things to fall through the cracks and you want to set up an account beforehand. You go to the Capsule website to set up your information and find that you can only create an account if you already have a prescription. It’s a catch-22, you want to have an account before you actually get a prescription, but can’t create an account if you don’t have any existing prescriptions.

Case Study Synopsis

That’s what many Capsule users encountered when they went to Capsule’s website and clicked “get started”. This case study highlights how research uncovered this problem and paved the way to an improved onboarding process to meet the needs of all potential users.

Customer Story

You are with a friend and they are telling you about a new tech-forward pharmacy. They suggest you try it out. You think it’s interesting but want to know more before you send anything over. What’s the first question that comes to mind? If you said “do they take my insurance” and/or “What’s the price?” you’re among the many prospective Capsule users who ask the same question.

Case Study Synopsis

This case study shows how methodically organizing and synthesizing user research can bubble up important trends about customers and inform customer-centric product updates.

Customer Story

You are an avid Capsule user and set up your next delivery for a few days out. Your delivery day arrives and as you’re about to leave for dinner with a friend you realize you have a Capsule delivery coming in an hour. You text the Capsule team to reschedule your delivery. The courier is already on his way to your Brooklyn apartment and must turn around to return your medication back to the pharmacy in Midtown Manhattan.

Case Study Synopsis

This tricky delivery situation impacts both logistics efficiency/cost as well as the customer experience. This case study looks at how surveys, interviews, and data analytics provided more information on how to reduce impacts from reschedules.