Smarter Reorders: Cutting Reordering Time & Steps by 57%

Understanding Business, their users, and the problem/opportunity

I followed the BUMP model and tried to understand the client's point of view on how they see their users and what success means to them.

• A clunky reorder flow directly affects revenue, user retention, and brand trust.

• Users want to quickly and confidently reorder essential medicines without going through long, confusing steps.

• Many users end up manually searching for medicines because past orders are hard to find or not clearly labelled.

🧠 User Research

So, I decided to dig deeper to understand the real problems users are facing. I conducted user interviews and also reviewed app store feedback. Below are some key issues users shared.

Problem faced users while re-ordering medicine

• Too many steps – People must go through multiple screens making reordering slow and frustrating.

• Past Orders Are Hard to Find – Order history is hidden under complex menus.

• Confusing Call-to-Actions – Users are unsure whether to click “Buy Again”, “Reorder”, or “Repeat Order”

• Missing Medicine Details – Important info. Like, dosage or quantity.

• Poor accessibility – Small fonts, low colour contrast, and cluttered layouts make it difficult for elderly users to navigate.

• Lack of trust signals – Users are unsure about delivery timelines.

• Unnecessary distractions – unrelated products disrupt the medicine reordering flow.

User reviews from the app store helped reveal key pain points in the reorder experience.

Analysis of Research Findings

I began analyzing the actual issues that the user faces after collecting the user's responses. I used both interview data and App store reviews in my analysis.

User Experience Issues

1. Reorder process was too long and confusing
   Users had to go through 7 steps, which led to mental fatigue and drop-offs.

   
   

2. Poor accessibility for older users
   Small text sizes and a cluttered layout made it difficult for older users to interact with the app confidently.

   
   

3. Lack of trust signals
   No information on delivery time, verified brands, or certifications created doubt and hesitation.

   
   

4. Missing product details
   Unclear images, missing descriptions, and inconsistent pricing made users feel unsure about their purchase.

✏️ After sharing my recommendations, I created a rough wireframe first. It helped me test the flow with stakeholders and users before moving on to the actual screens and high-fidelity mockups.

💡 My approch and proposed Solutions

Simplified the reorder flow
Based on the feedback, I reduced the reorder steps from 7 to just 3 by introducing an easy to access Order Again menu right in the navigation bar.

This helped users:

• Find their previously ordered items instantly

• Reorder with fewer taps

• Feel more confident using the app regularly

Added trust-building elements
Trust was a missing piece, so I added:

• Brand verification badges

• User ratings

• WHO certification tags

These small visual cues helped users feel more secure and confident while placing orders.

Displayed complete and clear product information to reduce cognitive load
I decided to help users make informed decisions. and avoid distraction, so I have added

• high-quality product images

• Detailed descriptions

• Pricing

• Quantity info

• Increased font sizes for readability

• Used clear button labels

• Simplified layouts for better scanning
  
  
  

  

  
  

I also added extra features to handle special cases and make things clear, so users get answers quickly and avoid confusion.

• Delivery timelines – Displayed expected delivery dates early in the checkout flow to reduce doubt and decision fatigue.

  
  

  

  
  

• Address change flow – Made it simple to add, edit, or request an address.

  
  

  

  
  

• Empty search state – Clearly informed users when a product wasn’t available, guiding them back to options.
  
  

  

Takeaways

• This project taught me that keeping things simple makes a big difference cutting down the steps made the whole process faster and easier for users.

• I also learned that clear information builds trust things like ratings, certificates, and clear details helped users decide quickly and confidently.

• And I saw how planning for special cases can save users from confusion and frustration before it even happens.