Managing medication can often feel more overwhelming than the illness itself—long pharmacy lines, confusing instructions, expiration dates, and complex dosing schedules quickly add friction to everyday life. PillPack, an online pharmacy, set out to remove that burden by reimagining how prescriptions are delivered, organized, and experienced at home.
PillPack joined IDEO Cambridge as a startup-in-residence, partnering closely with a cross-functional team of designers, researchers, and strategists to bring a more humane, intuitive approach to pharmacy services. The goal was simple but ambitious: make medication management effortless, reassuring, and seamlessly integrated into daily routines.
My Role
- End-to-end designer from research through execution
- Conducted patient interviews, field research, and usability testing
- Translated insights into service design, digital UX, and packaging
- Co-developed brand vision, strategy, and identity system
- Designed marketing website and private customer dashboard
- Prototyped and tested physical packaging systems (home + travel)
- Collaborated closely with founders, pharmacists, and cross-functional IDEO teams
Outcome
The result was a cohesive product and service ecosystem grounded in a deep understanding of customer needs and behaviors. PillPack remains the only independent pharmacy in the U.S. serving customers nationwide, and the work helped demonstrate how design-led thinking can meaningfully improve healthcare experiences at scale.
Website: <https://www.pillpack.com>
Awards
Core77 Runner Up 2014 (Service)
IDSA Gold 2014 (Service Design)
Press
TIME names PillPack as one of the 25 Best Inventions of 2014
The Pill Pusher – The Atlantic
Amazon Buys Online Pharmacy PillPack for $1 Billion – The Wall Street Journal