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CASE STUDIES

Express Pickup App Concept

Overview

Seeking to modernize their pharmacy business, Walgreens asked our team to design a mobile based solution to many of their current problems. With this new addition to the Walgreens app, customers can save time in the pickup line or have their prescriptions delivered to their house. Additional services include: prescription refills, prescription status, appointment scheduler, and pharmacy chat.

Client:

  • Walgreens

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Role:

  • Senior UX/UI Designer

Problems

  • Long lines at the pharmacy

  • Need to modernize current way purchases are made

  • Unable to accept mobile forms of electronic payment

  • Unable to schedule prescription pick-up times

  • Unable to check on a prescription status in real-time

  • Need a way to compete with home delivery prescription services

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Requirements

  • Create a mobile app concept to pitch to Walgreen’s C-Suite executives

  • Establish a pick-up line specifically for mobile app orders allowing customers to skip the wait.

  • Services must include: mobile prescription refills, mobile payment options (Apple pay or Google Wallet), scheduled pharmacy pick-up, home delivery options, real-time prescription status updates, appointment scheduler, and pharmacy chat.

Walgreens

User Experience Flow

This project was only a concept car prototype, so It was decided that only the happy path would be created for this exercise. We identified the user flow we wanted to present and left a large part of the path minutiae for the full approved project.

ExpressPass_Flow.png

Wireframe Sketches

Wireframes were then used to solve usability issues early in the design process.  We mapped out page functionality, determined the number of screens, modals, overlays, etc. we would see in the interface, and was used to gather early feedback from stakeholders.

Wireframes_ExpressPass.png

Interactive Prototype

Figma was our primary design tool and also used for rapid prototyping. This enabled us to put concept designs in front of users quickly, test, iterate, and rapidly make improved changes to the UI. It was also vital in presenting this concept to C suite stake holders and getting approval for the project to move forward.

Conclusion

We spent lots of time as a team collaborating so we could validate and iterate designs. Once we had a solid concept in place, we worked with the POS team to put on a live in-person demonstration of the entire experience (both physical and software) a customer would have to go through. This was conducted at the Walgreens innovation center which includes a mock pharmacy.

Once both our acting and prototypes were refined, we were able to successfully show a proof of concept and walk executives through our user flow. The result was the approval of the Express Pass feature. Since we were part of the pharmacist facing team, this project ultimately went to the consumer facing digital team to be built out for production and integration into the Walgreens app. If you download and open the Walgreens app today you will find Express Pass and Delivery as refill options.

Although I do not have access to metrics to speak to the success of the final program, these new features and experiences enable Walgreens to remain competitive in an ever evolving space and will help to keep companies such as Amazon at bay.

More information can be found here:
https://www.walgreens.com/topic/pharmacy/walgreens-express.jsp

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