Defining the problem
The existing sortation process was supported by a legacy Metabase dashboard accessible only through desktop. Sorters relied on this color-coded dashboard to track order locations and identify errors, but had to physically move across the pharmacy to locate orders and then return to the screen to know what to do next.
This back-and-forth made the process slow and mentally exhausting. Verifying sorted orders was also done manually, leading to frequent errors and low confidence in the accuracy of their work. The system wasn’t designed for the fast-paced, physical environment of pharmacy operations and was dependent on one dashboard owner, making it unsustainable and hard to scale.
User research
Through on-site observations and contextual inquiries at the NYC pharmacy, I learned that sorters were struggling with fragmented tools and high cognitive load. They used both the Metabase dashboard and a Zebra scanner to complete their tasks, often memorizing what needed to be done next.
The constant movement between shelves and the desktop screen slowed them down and made the work physically restricting. Manual counting added another layer of risk, resulting in inconsistent verification. Overall, sorters lacked confidence and visibility — they wanted a single interface that clearly guided their work and validated their progress in real time.
Designing the solution
The new Sortation mobile app was designed for the handheld Zebra scanner, combining all key actions into one guided interface. It uses scan-based workflows that show users exactly what to work on, help them troubleshoot errors, and track progress through live statistics.
The experience feels like a dynamic to-do list — each task is validated through success messages and error states, allowing sorters to trust the system instead of relying on memory. Bin counts update automatically as orders are sorted and verified, giving a clear visual sense of completion.
The interface was built using Capsule’s Ops Design System, ensuring consistency with other internal tools. Concept testing with NYC pharmacy users validated the flow and helped refine task hierarchy, navigation, and error handling. Development is currently underway, with rollout planned by the end of the year.