&BAM offers personalized treatment plans tailored to each patient’s needs, delivered entirely through an online subscription model—from doctor consultations to treatment delivery.
I was brought in as a product designer to create a customer portal aimed at reducing support load and improving operational efficiency.
PROJECT
Nov 2024 - Feb 2025
Context
&BAM currently uses Shopify to process and track orders, which works well for general e-commerce needs. However, Shopify lacks robust native features for subscription management, which creates a poor experience for &BAM’s patients.
As a result, the current website doesn't allow users to easily pause or cancel their subscriptions—an essential feature for patient-centric service. This issue is illustrated in the screenshot below.
Problem
Patients had no way to manage their subscriptions independently and were forced to contact support, adding unnecessary complexity to their experience. This increased cognitive load and ultimately reduced engagement.
For the business, this led to internal friction—support teams had to manually process changes, raising operational costs and consuming time on low-value tasks. Additionally, the absence of a personalized portal meant missed opportunities for intelligent product recommendations, upsells, and cross-sells.
Solution
The solution is a customer portal that empowers users to manage their subscriptions—pause, skip, or cancel orders—and access their medical records, among other features.
By enabling self-service, users no longer need to contact support for minor changes, which improves the overall efficiency of operations. The portal also keeps patients informed, giving them clarity on what medication they’ll receive and when.
