The Rx Ecosystem
The pharmacy fulfillment process is intricate and challenging. I’ve enjoyed learning the technical requirements and particularities of different pharmacy business lines. I’ve condensed all that knowledge and research into a more empathetic and improved patient experience. My work spans how customers request refills to their understanding of order statuses to how they evaluate their individual prescription history.
Home Delivery: Add adult & child flow improvements
As part of the rebranding effort, my team was tasked with rebranding the Home Delivery business line’s add family member flow. When I clicked through the current flow, I became concerned with the complex series of actions that multiple parties must take and how these steps were presented to the household manager. I advocated for making UX and strategic content updates so the add flow could be more user-friendly.
Rather than simply technical descriptions, the language needed to parallel more contemporary eCommerce experiences. User steps should also be introduced at “top of mind” moments. After clicking "Add” on both child and adult, the same overlay front-loaded the customer with all the steps before taking them to a sequence of forms. In actuality, it muddled expectations of the add child process, especially for 13-17 olds who must accept the invitation like an adult.
In the chart above, purple highlights items that got OK’d for improvement by the Product Manager.
Home Delivery: Landing page concepts
The changes proposed cut across two teams. While I waited on the other team to review the proposed scope of updates, my CX team went ahead with landing page concepts to kickstart the experience.
Increasing traffic to Walgreen's new service
My functional work also intersects with marketing and service design. When my team was tasked with increasing mobile traffic to the newly launched Walgreens Express service, I pulled from my well of experiences to iterate on both functional and marketing solutions.
My copy partner and I tapped into best marketing practices for an interstitial page that highlighted the ease and efficiency of the service. We presented two options. These two were developed and underwent an A-B Test. Option A, our recommended solution, drove 33% more traffic to Walgreens Express and didn’t negatively impact visits to the status page. If the user opted to see their Rx status details instead, a visual nudge afforded a second opportunity to utilize the Walgreens Express service.
Save a Trip Refills
Although Walgreens is conveniently located in cities and towns across America, it can be burdensome for customers to make multiple Rx pickups a month. In Chicago, a local news team interviewed an elderly customer about her pickup experience. She allotted significant time to ride the bus multiples times a month to her preferred Walgreens pharmacy. When Walgreens heard of her experience, they helped align her scripts so she only had to make one monthly pickup. Walgreens rolled out the Save a Trip Refills script alignment service to improve patient care across the country. My team created this landing page to assist call centers with program signups.