EZ REFILLS APP

As part of Maxor National Pharmacy Services' enterprise digital transformation, I led product strategy, roadmap definition, and cross-functional delivery for the EZ Refills App — a foundational mobile platform designed to scale patient engagement, streamline refill workflows, and reduce cost-to-serve across retail, specialty, and PBM clients.

Vision and Development

The EZ Refills App was positioned as a strategic investment in digital channel growth, operational efficiency, and long-term client retention. Success was measured through adoption, experience quality, and refill completion outcomes.

The initiative established a scalable mobile engagement foundation aligned with Maxor's broader digital roadmap, enabling future personalization, automation, and omni-channel pharmacy experiences.

Strategic Execution

Delivery followed an integrated cross-functional operating model aligning product, design, engineering, compliance, pharmacy operations, and executive leadership around shared success metrics. Business strategy, patient needs, and regulatory requirements were incorporated from discovery through launch, enabling coordinated execution at enterprise scale.

Innovations and Features

The EZ Refills App introduced foundational platform capabilities designed to enable personalization, automation, and scalable patient engagement across multiple pharmacy clients.

• Personalized Engagement Framework: Patient profiles and notifications enabled proactive refill management and ongoing adherence support.
• Accessible Interaction Design: Simplified navigation reduced friction for diverse patient populations, including older and first-time digital users.
• Connected Pharmacy Communication: Integrated digital workflows allowed patients and pharmacy teams to interact more efficiently, reducing operational burden and improving service responsiveness.

The redesigned platform quickly achieved strong adoption across both patients and pharmacy clients.

Impact and Performance

The launch of the EZ Refills App delivered measurable performance across adoption, experience quality, and operational efficiency:

• High User Adoption: Rapid adoption across client pharmacies validated roadmap prioritization and market alignment.
• Enhanced Customer Satisfaction: Achieved a 4.7/5.0☆ rating and a 60% increase in positive feedback through simplified workflows and improved accessibility.
• Operational Efficiency: Reduced refill handling time and in-pharmacy wait times, improving cost-to-serve and staff productivity.

Continuous Improvement

Following launch, I established ongoing product governance, analytics review cadences, and optimization cycles leveraging behavioral data and executive alignment to guide roadmap evolution and sustained performance improvement.

The EZ Refills App represented more than a mobile product launch — it established a scalable patient engagement platform and operating model connecting product strategy, experience design, and business performance. This foundation enabled subsequent digital pharmacy innovation initiatives and expanded Maxor's competitive position across its national client network.

The program demonstrated how disciplined product leadership and platform thinking could simultaneously improve patient outcomes, operational efficiency, and enterprise growth.

BUSINESS RESULTS

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The platform launch delivered immediate financial, operational, and experience outcomes:

• Delivered $2 million in annualized operational savings by insourcing development, optimizing team structure, and eliminating external vendor dependency.
• Achieved a 4.7/5.0★ patient-user rating and replaced an existing app with a 1.0/5.0★ patient-user rating.
• Increased digital engagement by over 60% by implementing data-driven, personalized text messaging app features.
• Elevated digital experiences, optimized customer success for digital refills, and lowered abandonment rates to <10%.