CASE STUDY — ケーススタディ
ク リ ニ カ ル リ サ ー チ プ ラ ッ ト フ ォ ー ム
Building trust for a prescription drug shortage service — from brand identity to a patient-facing webapp that closed the post-purchase anxiety gap.
ROLE
Solo Product Designer
TIMELINE
3-6 Months
type
Medical B2C Service
OUTCOME
2x Sales
概要 OVERVIEW
FindRx is a B2C service that locates prescription drugs in shortage — Adderall, Ozempic, Wegovy — by calling pharmacies on a patient’s behalf until the medication is found. I was brought on as the solo early-stage designer with two mandates: rebuild a brand that wasn’t earning trust, and design a webapp to reduce the anxiety patients felt after paying.
ANXIETY
“Is this a scam? I didn’t know what to think because I wasn’t sure if it was legit.”
FRUSTRATION
“After paying $40, I didn’t know what happened next. The follow-up text came later than I expected.”
RELIEF
“They found it when no one else could. I didn’t have to do anything.”
ブランド BRAND OVERHAUL
Both main competitors (FindNeedle and Medfinder) had quirky, informal designs that felt more like side projects than legitimate healthcare services. The entire category was underselling trust, which ran completely counter to what my research was indicating. I realized that a clean, clinical, professional identity could own that positioning entirely!
Internal pushback: CEO and other stakeholders wanted viral, trend-driven messaging for younger audiences. Research gave me the conviction to push back. The user base spans ages 20–50 dealing with a genuinely stressful medical situation. Staying professional wasn’t the safe choice — it was the researched one.
Clinical white and blue
Chosen for its healthcare associations — calming, familiar, and professional. Signals legitimacy before the user reads a word.
Prominently placed helpline + real Trustpilot reviews
A phone number tells users there are real humans reachable — not a form submission into a void. Third-party validation was linked directly rather than self-reported.
Below the fold, immediately — no hiding fees, no friction before commitment. Transparent pricing as a trust signal.
99% find rate + money-back guarantee surfaced early, which addressed the risk concern before a user even considers converting.
プロダクト THE WEBAPP
One research finding was impossible to ignore: after paying, patients had no visibility into what was happening. No progress tracker. No status. They had to call or text for updates, which was an awkward ask for people who were already stressed. The webapp was designed to close that gap.
Active search cards show how many pharmacies have been called and whether a pickup location has been found, intended to make invisible effort visible. A step-by-step intake wizard keeps each screen focused. An alternative dosage field lets patients signal flexibility, improving the search team’s ability to find something. Typography is deliberately large to accommodate the full age range of users, which included a lot of older folks.
The search functionality existed before the webapp. What was missing was the experience of feeling cared for and informed while it ran, as well as customer-facing tracking. That's what I built!
SALES IMPACT
2×
Sales doubled after the brand overhaul and webapp launch
RETENTION
↑ 40%
Monthly subscription and retention rates increased significantly post-rebrand
TRUST SIGNAL
✓
Customers cited the site’s look and messaging as why they trusted FindRx’s legitimacy
振り返り REFLECTION
It was making the CEO a notetaker. That gave leadership direct, unfiltered exposure to patient pain — which meant when I pushed back on the “go viral” instinct, there was a shared understanding of why. Research doesn’t just inform design decisions; it protects them.
FindRx also illustrated that sometimes the most valuable product you can build isn’t the core service — it’s the anxiety management layer around it.