Results
Improved accuracy
across medicine ordering and management processes.
Greater operational efficiency
through digitisation and automation of previously manual workflows.
Simplified complex internal processes
making everyday tasks easier for operational teams.
The Challenge
CSL’s medicine management relied heavily on complex manual processes across ordering, management and fulfilment.
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This created opportunities for error, operational inefficiency and inconsistent service quality while making it increasingly difficult for processes to scale as organisational needs grew.
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The Solution
Mapped the end-to-end operational experience to understand workflows, dependencies and pain points across the complete order lifecycle.
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Through research and co-design with internal teams, manual processes were redesigned as simplified digital workflows, reducing unnecessary complexity while ensuring the system continued to support critical operational requirements.
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The result was an intuitive, scalable backend experience designed around the people using it every day.
Highlights
Digitised complex end-to-end medicine management workflows spanning ordering through to fulfilment.
Worked directly with operational teams to uncover pain points, dependencies and real-world requirements.
Led research and co-design workshops to ensure solutions reflected how teams actually worked.
Translated highly complex backend processes into simpler, intuitive digital experiences.
Designed with scalability in mind, creating workflows capable of supporting future organisational growth.
Project Highlights
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Led CX across 10+ cross-functional teams, aligning product, digital, retail, contact centre, fraud, legal, compliance and technology.
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Partnered with Mastercard on the rollout of biometric identity verification across Optus.
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Redesigned three fragmented channel experiences into one governed, app-led verification service.
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Used customer research, service design and market benchmarking to shift verification from a compliance interaction to a clearer, more trusted customer experience.
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Represented CX across executive and external stakeholder groups, regularly reporting experience direction to the CEO and SLT.
Automating medicine ordering
Overview
Designed the end-to-end experience for CSL’s digital medicine management system, transforming complex manual processes across ordering, management and fulfilment into streamlined digital workflows. Worked closely with internal teams to balance operational complexity with intuitive, scalable design.
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Role: UX Designer
Duration: 3 months
Focus: Service Design · UX Design · Research · Co-Design · Workflow Design
Key Highlights
© 2026 Francesca Tschuchnigg