Swap Product

When a vet changed a prescription, the customer’s order just said “Canceled.” I led the design of a simple way to see the vet’s replacement and order it, right in the Chewy app.

#2Reason for Rx denials

50%+Could still get an alternative

Role: Lead Product Designer
Team: Product · Engineering · UXR
Timeline: Q2 – Q3 2026

The problem

Wrong product was the #2 reason prescriptions got denied.
Most customers never came back to buy what the vet suggested.

1
Customer orders a prescription
2
Vet prescribes a different item
3
Order is canceled, one email sent

The catch

“I didn’t see the email.” “I forgot to come back.” “My order just says ‘Canceled.’ What do I do now?”

My design goal

Turn a canceled order into a clear next step.

Key decisions

Three design questions I had to answer

01How do we reach customers?

I fixed the missed message and the dead end together

A better email alone would still land people on a canceled order. So I paired more ways to notify customers with a clear next step inside the app.

Replacement notices across email, push and in-app — Notify beyond email

Swap experience in the app — Give them a next step in the app

02When should customers decide?

I chose to show the change first, then ask

One idea asked for permission at checkout, before anyone knew what might change. I pushed for the other: show what the vet changed, then let the customer decide.

Not chosen · Ask at checkout

Chosen · Show the change first

03What should the screen look like?

I explored 4 layouts, then picked the clearest

The hard part was showing the new item next to the canceled one without confusing people. I tried four layouts, then chose one where the replacement leads and the original is one tap away.