Orders | BD×+bd.com/en-us/orders
Account Submit an Issue
BD
What kind of issue do you have?
BD - Issue with a Product - Malfunction
Attach photo(s) of the product malfunction.
Which order didn’t arrive?
How many did you receive?
BD PosiFlush™ Pre-Filled Saline SyringeOrder 5003514618 · line 000010 · ordered 7
Which line has a pricing issue?
Submit an Issue
BD -
Description
Contact
Johan Smith
nurse practitioner
johan.smith@health.com
Order
5003514618
PO 12-019
Time of report
10/14/2026
10:40 AM
Draft submitted
Challenge
Becton Dickinson (BD), a global medical technology company, was struggling with an overloaded customer service operation that frustrated customers and stretched its team.
A new self-service portal offered a way to let customers solve problems on their own, reducing pressure on BD's support team and modernizing the experience.
Senior Designer · Co-creation workshop, portal and app design
Process
Building on user research and analysis, we brought early product concepts to a co-creation workshop, where key stakeholders refined and prioritized them to improve BD's self-service options.
Self-service portalweb
Companion apptablet
Orders
- All orders and open lines
- Alerts
- Search and filter
- Open and completed orders
Issue Resolution
- Issue totals and open issues
- Alerts
- Open and resolved issues
- Submit a new issue
Account Preferences
- Contacts, users and addresses
- Ordering and invoicing
- Issues and recalls
- Substitutions
- Forecasting
Submit an Issue
- Kind of issue
- Photos of the problem
- Review
- Submit draft
Order detail
- Delivery timeline
- Line items and tracking
- Flag for BD
- Submit an issue
Submission resolution
- Review status
- Outcome
Product substitution
- Backordered product
- Approved and suggested substitutes
- Submit substitution
Portal structure
The prioritized concepts were organized into a simple site map: a web portal built around orders, issue resolution and account preferences, with a companion app for submitting issues in the field.
Orders
Updated 4 minutes ago
All Orders
- 30 Days
- 60 Days
- 90 Days
75%Completed
- Completed
- Open
Open Lines
- Shipped
- Processing
- Backordered
- Delayed
Alerts
CSV ↓
BD Order No.PO No.Order Date ▾Delivery Address ▾Sold-To No.Delivery Status ▾
No orders match.
BD Order No.
5003514618
PO No.12-019
Sold-To No.
Order Date11/22/19
No. of Line Items
Delivery Address
LineItemQuantityShip DateDelivery DateStatus
Product
The order landing page brings everything customers need into one place, so they can check on and resolve any part of an order.
Based on customer feedback, it puts open orders front and center with visualizations, alerts and tracking down to the individual line item.
Issue Resolution
Issue Resolution
- 30 Days
- 60 Days
- 90 Days
80%Completed
- Completed
- Open
Open Issues
12Total
- Under
review - Awaiting
submission
Alerts
CSV ↓
Issue No.TypeBD Order No.LotDate SubmittedProductStatus ▾
No issues match.
Submission Resolution
Issue No.
Kind of issue
Type
BD Order No.
Lot
Product
Submitted byJohan Smith
Submit an Issue
BD
What kind of issue do you have?
Which order is this about?
Which product?
Anything BD should know?
Review your issue
Customers can follow submitted issues in real time from the portal, getting answers without waiting on customer service and freeing BD's team to focus on more complex requests.
Account Account Preferences
NorthernRegional Hospital
ID 234-0982-3498
Forecasting
Below is our estimate at your recurring orders. Please adjust based on your forecasting so we can be better prepared for your orders in the upcoming month!
231
+13%products ordered
this month
- 178recurring products
- 30new products
- 23substitutions
253
projected
product orders
Product OrderedQuantityFrequencyDate iThe day of the month the order is placedStatus
No products match.
Substitutions
Choose how BD handles a product that is backordered, and pick substitutes for the lines that are waiting now.
Backordered lines
Recalls
Decide how and where recall notifications reach your team, so nothing affected stays on a shelf.
Active notices
No active recalls affect the products on your recent orders.
Contacts & Users
People who can sign in to this account, and what each of them can do.
Addresses
Delivery addresses on this account. New orders ship to the default unless another is chosen.
Ordering
How orders on this account are placed and what you hear about along the way.
Invoicing
How invoices and statements are sent to your accounts payable team.
Issues
Notifications about the issues your team submits to BD.
Product Substitution
LineItemQuantityShip DateDelivery DateStatus
Substitutes
Select a substitute to replace the backordered product above.
Add new substitute
Revamped account preferences let customers get ahead of potential issues, managing everything from recall notifications and forecasting to product substitutions during backorders.
Account Submit an Issue
BD
What kind of issue do you have?
Which order is this about?
Which product?
Draft submitted
Issue is saved to your account. Finish and track it from the portal’s Issue Resolution page.
The accompanying app takes advantage of a tablet’s portability to simplify the process of submitting product issues for users in the field.
Customers are able to document issues in the location they are first noticed, such as a hospital exam room or a supply receiving center.
Outcome
Building on these designs, BD built out its centralized Customer Care Portal, which allows healthcare clients, distributors and wholesalers to track live FedEx shipments, manage orders via purchase numbers and submit digital claims or recall and field actions.