TWC Intake Portal

Due to a high volume of RX product orders, the service faced challenges in organizing the medical intake form submission and transferring information to licensed physicians.

• A large number of customers ignored messages prompting them to complete the intake form, which delayed product processing. As a result, customer support experienced a significant increase in support requests.
• Some medical forms were lost and not visible to staff.
• Certain products are intended only for adults, while others are only for children. A validation feature was needed to prevent assigning products to an inappropriate age group.
• Customers were not aware that this was a full prescription process and therefore refused to answer doctors’ calls or complete the required forms.
• The target audience is people aged 60+, who found it difficult to navigate where their past orders ended and new ones began in dropdown lists, and what actions were required next.
• Each product is prescribed to a specific individual and cannot be used by third parties.