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1st floor, 68 Sackville Street
Manchester M1 3NJ

Well Pharmacy

Service transformation for repeat prescriptions

Repeat prescription dispensing is a core pharmacy activity and a source of revenue to Well Pharmacy.

This project focussed on simplifying and improving the process of managing repeat prescriptions in store for staff and customers.


Meeting customers and getting into pharmacies help us understand the challenges around the processing of prescriptions, their traceability and how human error contributes to some of the break and pain points in the current service.

Multiple sources of information created bottlenecks in the process, with no direct route to feedback or remove the bottleneck and trigger the next action. The production of an end-to-end map of the current process illustrated the break and pain points, and where the bottlenecks existed. These findings started to highlight where behavioural interventions are required to support re-imaging the new service, and help inform what to prototype.


A series of ideation workshops with Well's strategic and digital teams produced a range of ideas and experiments.

Before the workshops, we synthesised our research, created design principles and the various value propositions for each part of the service. Personas and user needs framed who we were designing for from customers, to store staff and GPs. Further service mapping took place to identify where opportunities existed in the future service which was turned into experiments that are transformational or tactical.


Prototypes helped test our assumptions and understand how we could start to meet the needs of the customers and staff.

The prototypes varied from paper to clickable digital prototypes that we experimented and trialled with staff and customers. The mixture of prototypes helped improve and simplify the validation of patient exemption and claiming of fees from the NHS, plus notify the customer that their prescription was ready to collect via the triggers to dispense.

Other highlights from the prototype

  • Simple sign-up to the service
  • Reminder prompt to order on time
  • Visual task management for staff
  • Automated request to the surgery
  • Salience and traceability of key info
  • Automated stock ordering


A complex paper-based repeat prescription management system was distilled and streamlined into an end-to-end simple, efficient and practical workflow tested with a low-fidelity prototype.

We produced a toolkit to enable Well teams to continue experimenting with the identified opportunities, and scale beyond the trial stores. Additional work included understanding how to use technology as an enabler for customer service to improve the staff experience, and give more time back for core pharmacy activities.

Benefits and value

  • Paperless repeat prescription management
  • Cost saving
  • Automating administrative tasks
  • Transparency of live data
  • Improved flow and visibility of tasks
  • Improved process triggers
  • Well Pharmacy

    Improving the prescription collection service

  • Well Pharmacy

    Building a simpler, smarter, store finder

Get in touch

We’d love to hear from you. We’re always interested in meeting new people, businesses and organisations.

0161 236 9898

Find us

1st floor, 68 Sackville Street
Manchester M1 3NJ