Johnson and Johnson

Lead Product Design

Headquarters

Headquarters

United States

Founded

Founded

1886

Industry

Industry

Pharmaceuticals

Revenue

Revenue

85,2 bilhões USD

Company size

Company size

130.000+

Challenge

When I joined the Johnson & Johnson team to help design a new B2B app focused on pharmaceutical sales to pharmacies, the main challenge was building a digital experience that matched the company’s legacy of trust and efficiency in healthcare.


To address this, we partnered with sales reps and pharmacy managers across different regions to understand their real-world routines and needs. This research guided our UX strategy, helping us prioritize key features like quick reordering, product search by therapeutic class, and real-time inventory tracking — all aimed at reducing friction and boosting order volume through the app.

Results

As a result, the new app led to a 38% increase in monthly order volume from partner pharmacies within the first quarter of launch.

User satisfaction, measured through post-order surveys, reached 92% positive feedback, and the support team reported a 45% drop in order-related calls, thanks to the streamlined interface and improved product navigation.

As a result, the new app led to a 38% increase in monthly order volume from partner pharmacies within the first quarter of launch.

User satisfaction, measured through post-order surveys, reached 92% positive feedback, and the support team reported a 45% drop in order-related calls, thanks to the streamlined interface and improved product navigation.

As a result, the new app led to a 38% increase in monthly order volume from partner pharmacies within the first quarter of launch.

User satisfaction, measured through post-order surveys, reached 92% positive feedback, and the support team reported a 45% drop in order-related calls, thanks to the streamlined interface and improved product navigation.

Research Process

Google analytics, Lyssna & hotjar

We conducted pharmacy interviews, app data analysis, and competitor benchmarking to identify pain points and opportunities.


Information Architecture:

We restructured navigation to prioritize product search, recurring orders, and delivery status visibility.


Wireframes & Prototype:

We created low-fidelity wireframes and, after quick validations, built a high-fidelity interactive prototype.


Usability Testing:

We tested with real users, refining key navigation flows and improving clarity on product and order screens.


Visual Design:

We developed a consistent visual system aligned with the J&J brand, including a style guide to ensure scalability and cohesion.

10k+

People Interviewd

200%

Increase on revenue

800%

Increase in time spent on the app.

Ux/Ui - Results

After carefully conducting research and ensuring that users want to, we decided to implement a new features that enhances user experience and addresses their specific needs. This features will not only streamline interactions but also foster greater engagement and satisfaction within our platform.

Conclusion

  • Features were reorganized to streamline the purchasing flow and reduce cognitive load.

  • We simplified the product detail and dosage selection screens, aiming to decrease prescription errors and rework.

  • Research revealed that pharmacists needed quicker access to recurring orders and stock levels.

  • We developed the “Smart Reorder” feature and integrated inventory tracking. Previously, this was done manually or via external spreadsheets. Now, the entire process is centralized within the app.

Stack

Stack

Stack

“Through its updated design and messaging, the app successfully embodies the identity of our evolving customer base, internal culture, and organizational principles ”

Rodrigo Alves

Product Director