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Redesigning Pill Club’s Prescription Flow to Support Confident, Informed Decisions

I redesigned Pill Club’s prescription questionnaire to reduce sign-up friction, improve mobile usability, and support medical team efficiency. This redesign simplified the questionnaire flow, reduced user confusion, improved accessibility, and enabled faster prescription processing.

Team

Product Designer (me)
Copywriter

Role

Product Designer

Responsibilities

UX Research
Visual Design
Product Design

process

Double Diamond Framework:
Discover, Define, Develop, and Deliver

Company

Pill Club is a birth control subscription service that prescribes birth control online and delivers refills with bonus goodies to patients.

Mission
Make getting on birth control simple, affordable, and delightful.

Users
Primarily women in their 20s–30s in most U.S. states

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Background

Navigating a Complex Health Questionnaire

During sign-up, users complete a detailed health questionnaire that determines their eligibility for birth control options. The questionnaire surfaces potential health risks for the medical team, enabling licensed nurse practitioners to prescribe a method that fits each user’s preferences and needs.

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Challenge

Unclear Logic, Poor Documentation, and Compliance Pressures

While the questionnaire served a critical regulatory and medical purpose, it lacked internal clarity. There was no complete diagram of the flow, no centralized documentation, and no established process for making updates. As a result, stakeholders across teams struggled to understand how the system worked—and users faced confusing, disjointed experiences during sign-up.

Outdated detailed flow diagram of the sign-up experience

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Understanding the Prescription Questionnaire

I began by investigating how the prescription questionnaire worked end-to-end. This involved tracing the full user experience, identifying decision points, and surfacing gaps that could impact user understanding or medical review.

Discover
flow diagram

Visualizing Content, Logic, and Interaction

I created a detailed flow diagram to make the questionnaire’s structure easier to understand. I used familiar traffic light colors and road sign-inspired icons to illustrate logic paths, eligibility checkpoints, and major interaction points—giving stakeholders a clear, intuitive view of the flow for the first time.

Symbols
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Colors
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Define the problem

Identifying Friction Points Across Flow, Content, and Interface

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Flow issues

  • Irrelevant or unnecessary questions

  • Illogical sequencing that confused users

  • Two separate questionnaires that failed to integrate smoothly

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Content issues

  • Typos and confusing phrasing

  • Incorrect content displayed in some paths

  • Unexplained medical jargon that overwhelmed users

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UI issues

  • Poor mobile optimization

  • Weak visual hierarchy

  • Limited accessibility for diverse users

Problem Statements

User

How might we reduce friction in the prescription questionnaire to make sign-up faster, clearer, and less overwhelming?

Medical Team

How might we streamline the questionnaire to help providers efficiently gather the information they need to prescribe the right birth control?

Users

Designing for Both New and Experienced Birth Control Users

The questionnaire needed to support two distinct user mindsets:

Need TLCers (1/3)

New to the pill or experiencing complications

Struggle is Realers (2/3)

Already familiar with the pill and seeking convenience

Constraints

Balancing Legal, Medical, and User Experience Needs

Several constraints shaped the redesign:

  • Certain questions were legally required and could not be removed.

  • Medical terminology had to be used accurately, even if it added complexity.

  • Some medical jargon needed to remain to ensure clinical precision and regulatory compliance.

Designing a Smarter, Simpler Questionnaire Experience

After mapping the flow and identifying key friction points, I developed six strategies to reduce sign-up barriers, simplify medical review, and enhance the user experience.

Develop the Solution
Idea 1

Rearrange the Questions in a More Logical Order

In the original questionnaire, users often answered multiple questions before learning they were ineligible. I redesigned the flow to save users time and reduce frustration.

  1. Moved disqualifying questions to the beginning

  2. Sequenced limiting questions immediately after

  3. Grouped related questions for smoother progression

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Idea 2

Let Users Know Which Option They’re Eligible for at the End

In the original questionnaire, users were sometimes asked about birth control methods they weren’t eligible for, causing confusion and frustration. I redesigned the flow to delay eligibility information until the end, keeping the experience focused and relevant.

  1. Let users complete the questionnaire before surfacing eligibility outcomes

  2. Removed unnecessary questions about the POP pill when it was the only available option

  3. Removed unnecessary questions about the ring when users were ineligible

Idea 3

Combine Two Questionnaires for Different Birth Control Methods

I combined both paths into a single, streamlined questionnaire to simplify the experience and reduce redundancy.

  1. Merged overlapping questions from the pill and ring questionnaires

  2. Added specific questions to properly support ring prescriptions within the unified flow

Idea 4

Make the Content Easy to Understand to Prevent Confusion

The original questionnaire included confusing medical jargon and inconsistent language, which overwhelmed some users and delayed completion. I simplified and clarified the content while maintaining medical accuracy to create a smoother, more supportive experience.

  1. Removed confusing medical jargon and unnecessary complexity

  2. Added educational context to help users make informed choices

  3. Standardized and tightened copy for clarity and consistency

Idea 5

Edit the Questions to Make Them Less Overwhelming

The original questionnaire presented users with too much information at once, making the process feel overwhelming. I restructured the questions to reduce cognitive load and help users move through the flow more confidently.

  1. Merged related questions to simplify the experience

  2. Added logic to introduce questions gradually instead of displaying all content at once

  3. Displayed follow-up questions dynamically based on user selection to avoid overwhelming users

Idea 6

Have Users Provide More Information on Their Medical History, Concerns, and Questions Upfront

In the original questionnaire, the medical team often had to follow up with users for additional information before they could prescribe birth control, slowing down the process. I added opportunities for users to proactively share more details during sign-up to streamline medical review.

  1. Asked users to list any current medications they are taking

  2. Allowed users to provide any concerns or additional information they wanted the medical team to know

Flow Diagram

Redesigning the Questionnaire Based on User Testing and UX Best Practices

The updated prescription questionnaire flow was based on the six core design strategies.

  1. Let users know which option they’re eligible for in the end

  2. Rearranged the questions in a more logical order

  3. Combined the pill & ring questionnaire

  4. Made the content easy to understand to prevent confusion

  5. Edited the questions to make them less overwhelming

  6. Had users provide more medical history info, concerns, and questions upfront

Removing Sign-Up Friction by Improving the User Interface

To support a smoother and more mobile-friendly experience, I redesigned the questionnaire interface across layout, visual hierarchy, and interaction patterns.

Develop the design

Optimize for Mobile and Touch

Since 98% of users accessed the site on mobile devices, making the questionnaire touch-friendly was critical.

  • Moved primary content and actions toward the center of the screen to support easier thumb reach

  • Visually defined clickable areas and touch targets to increase selection accuracy and confidence

  • Increased button size to meet best practices, ensuring a minimum touch target of 1cm × 1cm for easier tapping

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Creating a Stronger Visual Hierarchy with Contrast, Color, and Typography

I visually established a clear order of importance to guide users where to look first and help them navigate the questionnaire more easily.

  • Displayed questions in a heading style with larger font sizes

  • Applied color and contrast to reinforce visual hierarchy

  • Used off-white backgrounds with black text to reduce eye strain

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Enhancing the Experience with Illustrations and Icons

I used illustrations and icons to make the questionnaire feel more engaging, branded, and supportive for users.

  • Added friendly illustrations to enrich the brand experience

  • Introduced icons as quick visual aids to support faster decision-making

  • Increased visual interest to reduce fatigue during the questionnaire flow

Create a clearer visual indication of selected answers

To support accessibility and help users confidently select their answers, I redesigned the selected states to be more prominent and clear.

  • Disabled unselected options after a choice was made

  • Highlighted the selected button background, border, and radio button with a solid accent color

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Validating Design Improvements Through Prototype Testing

I refined the final questionnaire based on findings from prototype user testing focused on content clarity and decision-making support.

  • Users responded positively to having more educational content to better understand birth control risks and benefits

  • Surfaced important information so users could access it easily without needing to search

  • Added more explanations directly within questions to support informed decision-making

User Testing
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Applying the Redesigned Flow and Interface Enhancements

The final questionnaire design incorporated improvements based on user testing findings, identified pain points, and UX best practices. Below are highlights of key changes across the new experience.

Deliver the Solution
final design

Start Page

  • Added a friendly illustration to introduce the questionnaire process and enhance branding

  • Clearly communicated that user information is secure and privacy is prioritized

  • Added arrows to the back and next buttons to clarify navigation actions

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final design

Page One

  • Simplified eligibility to a single clear question

  • Moved ineligible responses to the top of the selection list

  • Placed the “none” option at the bottom to encourage users to review medical information first

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After
final design

Page Two

Questions

  • Moved the medication eligibility question earlier so users know right away if their medications might affect birth control options

  • Added a “no medications” choice to make it easier for users who don’t take any medications to move forward

Follow-up Question

If users reported taking other medications

  • Grouped medication-related questions together

  • Added explanations about potential interactions with birth control

  • Let users enter medications not listed for the medical team to review

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Originally on page 3

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after
Follow-Up question
final design

Question Three

  • Simplified the wording for easier understanding

  • Merged ring and pill questions

  • Listed the most common medical conditions first

  • Placed the “none” option last to minimize scrolling

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final design

Page Four

  • Grouped related medical condition questions together

  • Added guidance on where users could get a free blood pressure reading if needed

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final design

Page Five

  • Added a warning about nicotine risks with birth control, shown only if users select “Yes”

  • Introduced icons to help users make quicker, more confident decisions

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final design

Page Six

  • Moved the height and weight question to its own page to prevent users from skipping it

  • Removed example text so users wouldn’t confuse it for pre-filled information

  • Added logic to only ask about the morning-after pill if the user's BMI was under 26

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final design

Page Seven

  • Simplified the wording for easier understanding

  • Added icons as visual aids to help users make quick decisions and improve the user experience

  • Show the follow-up question based on user selection so users are not overwhelm with a lot of content

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follow-up question
final design

Birth Control Option Pages For Users Who are Eligible For The Pill And Ring

  • Displayed both options with icons to support quicker, more confident decision-making

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final design

Birth Control Option Pages For Users Who Are Only Eligible For The Pill

  • Displayed both options with icons to support quicker, more confident decision-making

  • Added educational content about birth control to help users make informed decisions

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Originally on page 2

After 
final design

Birth Control Option Pages For Users Who Are Only Eligible For The Pill

  • Displayed both options with icons to support quicker, more confident decision-making

  • Added educational content about birth control to help users make informed decisions

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After 
final design

Birth Control Option Pages For Users Who Are Only Eligible For The Pill

  • Added educational content about birth control to help users make informed decisions

  • Added a friendly illustration to make the experience more welcoming

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final design

Last Question

  • Gave users a space to share any additional information, questions, or concerns with the medical team

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final design

Ineligible Message

  • Added a friendly illustration to make the ineligible message feel more supportive and aligned with the brand experience

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After
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Learnings

Cross-Team Collaboration Was Key to Improving the Sign-Up Experience

This project showed me how important close collaboration is when improving a complex experience like a medical questionnaire. Here’s what I learned:

1.

Having dedicated support from the medical team helped us create a better, more personalized experience for patients.

2.

Partnering more closely with the technology and data teams would help us gather better insights and make smarter decisions over time.

3.

Building stronger relationships with legal and medical experts is essential for finding the right balance between compliance and user experience.