In-office pharmacy kiosks
Saving patients a trip to the pharmacy
"When patients have to make an extra trip to the pharmacy after seeing their doctor, many prescriptions never get filled."
Hannah McClellan, VP of Operations, Amazon Pharmacy
Helping patients leave the doctor’s office with medication in hand
Amazon’s acquisition of One Medical made a new kind of experience possible: leaving the doctor’s appointment with medication in hand. To make this work at scale, we designed a secure kiosk with a licensed pharmacist in the loop.
Company
Amazon Pharmacy
Role
UX Design
UX Research
Year
2022–2024
Defining the experience
Letting a patient pick up medication from a kiosk required coordination across patients, providers, pharmacists, operations, and two separate apps: Amazon Pharmacy and One Medical.
Mapping the end-to-end experience exposed the hidden complexity and showed us where we could streamline it.
For confidentiality purposes, I have obscured parts of this diagram.
Kiosk design
I studied kiosk design and pickup experiences across Amazon and in my everyday life. The goal wasn’t just usability. We needed all edge cases handled, so One Medical staff didn’t need to act as support.
Partnering with One Medical
We worked with One Medical providers and design leaders to identify where prescriptions would surface in their tools, which medications to stock, where kiosks could be placed, and which clinics could support the hardware.
Observing the provider workflow inside a One Medical clinic
"The ability to know a patient is leaving our office with their medication in hand—especially for conditions requiring immediate treatment like infections—can make a meaningful difference in their care journey."
Dr. Andrew Diamond, Chief Medical Officer, One Medical
Selling the vision
Like many Amazon initiatives, this started as a passion project. I partnered with product managers to build a narrative deck and pitch the vision across Amazon and One Medical. The response was strong, and the project was funded.
Excerpts from internal company pitch
Launch & reflection
Amazon Pharmacy kiosks launched in October 2025. Seeing the work in the world has been deeply rewarding. I’m proud of the foundation we built and the ambition behind it.
“Amazon’s new kiosks could disrupt brick-and-mortar pharmacy businesses even more.”
From TechCrunch