Enabling advanced decision-making to motivate pharmaceutical sales representatives to act at scale

Redesigning multi-step and long-duration processes of condition builder that helps pharmaceutical brands improve customer engagement.

Redesigned Trigger Condition that resulted in

92%

Task Completion Rate

81.3%

Reduction in Response Time

Enabling advanced decision-making to motivate pharmaceutical sales representatives to act at scale

Redesigning multi-step and long-duration processes of condition builder that helps pharmaceutical brands improve customer engagement.

Redesigned Trigger Condition that resulted in

92%

Task Completion Rate

81.3%

Reduction in Response Time

Overview

ZS Orchestration Center helps pharma teams find the right HCPs and orchestrate next-best actions across channels, but the trigger and condition workflows had grown complex, inconsistent, and hard to navigate. 



This work reimagined the condition builder and trigger creation experience to be reusable, comprehensible, and fast.

Timeline

2021- 2022

Team

Product & Engineering

Contributions

Interaction, UI Design

Enabling advanced decision-making to motivate pharmaceutical sales representatives to act at scale

Redesigning multi-step and long-duration processes of condition builder that helps pharmaceutical brands improve customer engagement.

Timeline

2021- 2022

Team

Product & Engineering

Contributions

Interaction & Product Design

Redesigned Trigger Condition that resulted in

Redesigned Trigger Condition that resulted in

92%

Task Completion Rate

81.3%

Reduction in Response Time

OLDER BUILT / Simple Everyday Equation

PROBLEM

A Complex Tool That Outgrew Its Structure

The Experience Fell Behind the Work

The interface had grown cluttered and overwhelming - deep scrolling views and no clear focus made everyday use frustrating.

Design Momentum Without Structure



Fast-moving wireframes created visual drift and inconsistency across screens.

System Migration Challenges

The new DS lacked interaction-ready components - slowing scalable design decisions.

Overview

ZS Orchestration Center helps pharma teams find the right Health Care Practioners/Doctors and orchestrate next-best actions across channels in ways that are both personal and timely.

CAMPAIGN CHALLENGES

📍Marketing Manager, Oncology

📊 KPIs & Launch Pressure

💸 Juggles Budget

🎯 Smarter Targeting

🪫 Doctors fatigue

Campaign Creation

Manager builds targeting logic with simple, reusable building blocks called conditions

Example blocks

Geography:
US

Business Unit:
Oncology

Engagement
Score: 20%

Time:
Last 4 Weeks

Example of a Trigger Condition

Example of a Trigger Condition

MY APPROACH

Aligning early, designing smart, learning fast.

Proactive Outreach

Partnered with product, dev, and research early to align on needs and context.

Early Concept Evaluation

Tested early ideas to surface blind spots and refine direction quickly.

Visual Design Refinement

Balanced familiarity and clarity for long-time users.

Design System Migration

Led ZSUI transition, defining reusable patterns for scalability.

KEY INSIGHTS

Understanding the Real Users Behind the Screens

User Dominance

96% internal Implementation Specialists - design focus shifted to power users.

Lack of Scalable Onboarding

In-person training only; no digital onboarding or guidance layers.

Outdated Personas

Didn’t reflect evolving roles or workflows, limiting adoption insight.

Siloed Collaboration

Design, DS, and dev misalignment slowed visual + functional rollout.

Visual Design Approach

Component Strategy: Color + Atomic Systems

Effective use of ZSUI components and a scalable, flexible color palette, covering semantic, data, and theme colors was essential to the visual design approach

Entity Pill Explorations

Nesting and Wrapping Behaviour Concepts Progression

Infinite Horizontal Space

Colours blocks for grouping

Single Colour for nesting and grouping

Chosen styling, Interactions & Behaviour

Brackets for nesting that activates grouping on hover

Curves at the edges make the wrapping appear friendlier than flatter lines

Distinct 3 dot menu buttons that sit well at the end of the nest.

Redesigned Trigger Condition

This success encouraged further exploration and timely identification of invalid scenarios

92%

Task Completion Rate

81.3%

Reduction in Response Time

Development Progress

The team had to navigate adjustments to align with the wireframes, preventing us from incorporating all the new interactions in a single release cycle

What This Project Taught Me

Involving early, involving often

Aligning with product and dev before assumptions solidified.

Chasing the questions no one is sure about

Because real clarity often hides in the uncomfortable unknowns.

Evolving the design process

Adapting methods for users with limited domain expertise in a highly technical product.

Validating what gets handed over

Ensuring design intent carries through to delivery, not just to the handoff.

Watch it in action from the official product release

What my Teammates said

You were dropped in the middle of modernisation phase, it’s great that we have set a vision. It’s been such good dynamic having you on team.

Will Walkington

Design Manager, ZS

Design Manager, ZS

This is really cool! I’m glad we don’t offer Trigger Condition building on mobile and tablet!

Ayush Agrawal

Engineering Lead At Verso, ZS

Engineering Lead At Verso, ZS

This interaction is here to stay!



Mark McManus

Design Lead At OC, Verso, ZS

Design Lead At OC, Verso, ZS

Have something for me?

Let’s Chat

© 2025 Anuj Arora

Have something for me?

Let’s Chat

© 2025 Anuj Arora

Have something for me?

Let’s Chat

© 2025 Anuj Arora

Have something for me?

Let’s Chat

© 2025 Anuj Arora