Pharma & Wholesale Expansion: Service Design
TFA needed to expand from a simple aesthetic service into selling licensed medical products (Pharma) and bulk B2B supplies (Wholesale). The existing process redirected Pharma customers to a third-party provider to handle compliance, and that hand-off was where people dropped out. The brief was a native platform, built for both B2B and B2C, that could run strict pharmacy-grade compliance checks directly inside TFA's own purchase flow.
The brief
TFA needed to expand from a simple aesthetic service into selling licensed medical products (Pharma) and bulk B2B supplies (Wholesale). The legacy process was fragmented: Pharma customers were redirected to a third-party provider to handle the strict compliance checks pharmacy-grade medication requires, and that hand-off was the biggest point of drop-off. The brief was to replace it with a robust, native platform capable of running those compliance checks directly inside the purchase flow, for both B2B and B2C users.
The work
I developed a unified design system and a 3-step sign-up funnel to segment B2B and B2C users through the same platform, then re-engineered the purchase journey to be entirely self-contained: e-signing and prescriber review logic built into the flow itself rather than handed off elsewhere. That alone cut checkout steps by over 50%.
The compliance model needed the most thought. Gating registration behind full document verification was the thing causing the drop-off in the first place, so I introduced a “soft gate” instead: customers can register immediately, with purchasing restricted only until their documents clear review, turning a blocking step into a non-blocking one without weakening the check itself.
Rather than start from wireframes, I moved straight into AI-driven rapid prototyping based on visual references, which reduced delivery time by around 30% and let backend engineering run in parallel instead of waiting on design sign-off.
What shipped
A native compliance flow, validated and signed off by a registered prescribing pharmacist. The soft-gate model turned a high-drop-off registration step into a high-intent acquisition funnel instead of a barrier. The design-to-dev handoff compressed significantly on the back of the parallel AI-prototyping process, and the service blueprint produced along the way became TFA’s source of truth for the compliance process internally, exposing and fixing gaps in how it had been run manually before.