Studio Akemi
aHong_WalgreensDesigns.jpg

Walgreens

eCommerce, Iterative Design, UI, UX

I've worked almost exclusively on Walgreens eCommerce's refill experience for the past two years. I designed for their responsive website and worked closely with my writing partner, UX designers, UX researchers, product managers, and operations to keep the refill experience fresh, user-friendly, actionable, and accessible. I am also part of a core team of UI and UX designers that consult on the company's pattern library. I've introduced new patterns and continue to provide feedback on UI components, modules, color, and typography. For enterprise level initiatives, I've worked on the company's push to make prescription pricing more transparent. I’ve designed multiple iterations of the Walgreens refill ecosystem for (1) the company's rebranding in 2017, (2) new cart experience, and (3) a deeper change to its information architecture. I also worked on multiple communication touch points when Walgreens created a new partnership with Prime Therapeutics for their specialty pharmacy business. Although I have not worked directly on native mobile apps, I've worked closely with the company's app team on a few initiatives: providing a more proactive flow for users to request a replacement script, increasing traffic to the company's new Walgreens Express service, and establishing a reliable pattern to communicate pharmacy meal break hours.

The Rx Ecosystem

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

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

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

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

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.