CASE STUDY · HEALTHCARE TECHNOLOGY CLIENT
Designing a guided, compliant workflow that helps field representatives create healthcare sample requests without navigating the complexity behind them.
The challenge
Requesting samples for a practitioner means satisfying program rules, eligibility, NPI, state license and DEA checks, product limits and audit requirements. Field reps were effectively expected to understand all of it.
Project outcomes
Role and responsibilities
Why it’s hard
A Sample Request Form (SRF) documents a request for pharmaceutical samples for an eligible healthcare practitioner. Behind every request sit checks the rep shouldn’t have to think about.
“The system should do as much of the compliance and configuration work as possible, so the representative can focus on completing the request correctly.”
Solution overview
I reframed a rule-heavy request into five focused steps. The selected practitioner stays pinned throughout, and unsaved-work messaging protects requests in progress.
Design decisions
What I did. Broke request creation into five logical steps, each asking only for what’s needed at that moment, with exceptions disclosed progressively.
Why it mattered. Reps could focus on one decision at a time instead of parsing a dense enterprise form, lowering both cognitive load and the chance of error.
What I did. Auto-populated practitioner details like NPI, license and DEA from trusted data and locked them, while keeping real choices, like which of several valid locations, clearly open.
Why it mattered. Separating system facts from user decisions stopped reps from overwriting verified data and made it obvious what actually needed their input.
What I did. Products, quantities and limits came from program configuration. Internal form types (preprinted, free-key, blank) were resolved by the system instead of shown as equal options.
Why it mattered. The system does the compliance and configuration work so the rep can focus on completing the request correctly.
What I did. The selected practitioner stayed pinned through product, delivery and review, and the review screen summarized everything before generating the request.
Why it mattered. In a regulated workflow, the costliest mistake is a right request for the wrong person or location.
Try the workflow
The core sample-request experience, from the request workspace through selecting a practitioner, choosing products, and reviewing the request.
What to look for
Reflection
[Two or three sentences: what you learned, what you’d do differently, or what happened after handoff.]
Client and internal product names have been withheld, and some interface details have been generalized to protect confidential information.