Walmart Pharmacy Software Redesign
Walmart Pharmacy Software Redesign
Walmart Pharmacy Software Redesign
A modern redesign of the Connexus Software used by pharmacists and pharmacy technicians that addresses common issues.
A modern redesign of the Connexus Software used by pharmacists and pharmacy technicians that addresses common issues.
A modern redesign of the Connexus Software used by pharmacists and pharmacy technicians that addresses common issues.
Process
Secondary Research
Interviews
Social Media Dive
Low-fi Mockups
Prototyping
Secondary Research
Interviews
Social Media Dive
Low-fi Mockups
Prototyping
Secondary Research
Interviews
Social Media Dive
Low-fi Mockups
Prototyping
My Role
Design Lead
UX Researcher
Design Lead
UX Researcher
Design Lead
UX Researcher
Timeline
Nov 2024 - present
Nov 2024 - present
Nov 2024 - present
Tools Used
Tools Used
Figma
FigJam
Claude AI
Figma
FigJam
Claude AI
Figma
FigJam
Claude AI
In Summary
In Summary
In Summary
The Problem:
The Problem:
The Problem:
While the Connexus software used in Walmart Pharmacies is considered one of the better softwares used by a commercial pharmacy (vs competitor's software), it still has much room for improvement. The current design is very dated, has a large barrier of entry, and has too many steps involved for some of the most commonly used features, such as looking up a patients profile during a prescription pickup.
While the Connexus software used in Walmart Pharmacies is considered one of the better softwares used by a commercial pharmacy (vs competitor's software), it still has much room for improvement. The current design is very dated, has a large barrier of entry, and has too many steps involved for some of the most commonly used features, such as looking up a patients profile during a prescription pickup.
While the Connexus software used in Walmart Pharmacies is considered one of the better softwares used by a commercial pharmacy (vs competitor's software), it still has much room for improvement. The current design is very dated, has a large barrier of entry, and has too many steps involved for some of the most commonly used features, such as looking up a patients profile during a prescription pickup.
The Solution:
The Solution:
The Solution:
In order to make not only the pharmacy employee's job easier, but to improve the customer's pharmacy experience, I redesigned the software such that that customer's info is easier to find. A key feature I added to do this is the option of a "confirmation number" that the employee can use to find the customer's profile. Once on the profile, all of their most important info is front and center, and they can complete a prescription pickup all from the same screen.
In order to make not only the pharmacy employee's job easier, but to improve the customer's pharmacy experience, I redesigned the software such that that customer's info is easier to find. A key feature I added to do this is the option of a "confirmation number" that the employee can use to find the customer's profile. Once on the profile, all of their most important info is front and center, and they can complete a prescription pickup all from the same screen.
In order to make not only the pharmacy employee's job easier, but to improve the customer's pharmacy experience, I redesigned the software such that that customer's info is easier to find. A key feature I added to do this is the option of a "confirmation number" that the employee can use to find the customer's profile. Once on the profile, all of their most important info is front and center, and they can complete a prescription pickup all from the same screen.
Who The Software is For
Who The Software is For
To understand the current struggles and needs of the users, I created a user persona that embodies a Walmart Pharmacy Technician.
To understand the current struggles and needs of the users, I created a user persona that embodies a Walmart Pharmacy Technician.
The User's Main goals are:
The User's Main goals are:
Provide a fast, friendly, and exceptional customer service for pharmacy customers.
Solve issues with customer's prescriptions easily and quickly.
Keep patient and prescription info updated and accurate.
Provide a fast, friendly, and exceptional customer service for pharmacy customers.
Solve issues with customer's prescriptions easily and quickly.
Keep patient and prescription info updated and accurate.
The User's Pain Points are:
The User's Pain Points are:
Finding all the needed info use in the pharmacy for day-to-day tasks is challenging, as it is spread throughout several pages, softwares, etc.
The software used is dated and had a steep learning curve, which makes it difficult to teach to new technicians too.
Finding a patient's info that has difficulty communicating (language barriers, hearing/speech difficulties) can be challenging, as their name and date of birth are needed.
Finding all the needed info use in the pharmacy for day-to-day tasks is challenging, as it is spread throughout several pages, softwares, and hardwares.
The software used is dated and had a steep learning curve, which makes it difficult to teach to new technicians too.
Finding a patient's info that has difficulty communicating (language barriers, hearing/speech difficulties) can be challenging, as their name and date of birth are needed.
Finding all the needed info use in the pharmacy for day-to-day tasks is challenging, as it is spread throughout several pages, softwares, and hardwares.
The software used is dated and had a steep learning curve, which makes it difficult to teach to new technicians too.
Finding a patient's info that has difficulty communicating (language barriers, hearing/speech difficulties) can be challenging, as their name and date of birth are needed.
Current Software UI
Current Software UI
While I was unable to obtain screen captures of the software, I was able to recreate two screens within Figma to show the current UI. These simplified recreations of the home screen and checkout screen shows several basic elements, including:
While I was unable to obtain screen captures of the software, I was able to recreate two screens within Figma to show the current UI. These simplified recreations of the home screen and checkout screen shows several basic elements, including:
While I was unable to obtain screen captures of the software, I was able to recreate two screens within Figma to show the current UI. These simplified recreations of the home screen and checkout screen shows several basic elements, including:
Home Screen
Sidebar
The sidebar contains key functions, such as input, resolution, and 4 point check.
The sidebar contains key functions, such as input, resolution, and 4 point check.
Menu Bar
Buttons such as file, search, work queue, and tools.
Buttons such as file, search, work queue, and tools.
Checkout Screen
Patient Info Input
Using the patient's last name, first name, date of birth, and/or phone number.
Using the patient's last name, first name, date of birth, and/or phone number.
Using the patient's last name, first name, date of birth, and/or phone number.
Other Info Buttons
Buttons to navigate to other functions such as pseudoephedrine purchases, HIPPA info, and return to pickup.
Buttons to navigate to other functions such as pseudoephedrine purchases, HIPPA info, and return to pickup.
Buttons to navigate to other functions such as pseudoephedrine purchases, HIPPA info, and return to pickup.
Issues With Current UI
Issues With Current UI
After talking with several pharmacists and technicians, as well my own use of the software, I identified these main issues:
After talking with several pharmacists and technicians, as well my own use of the software, I identified these main issues:
Larger Barrier Of Entry: Hidden Features
When learning how to use the software, most features are hidden behind hotkeys that are not conveyed by the software. Employees currently have to learn about these features from other employees.
When learning how to use the software, most features are hidden behind hotkeys that are not conveyed by the software. Employees currently have to learn about these features from other employees.
Checkout Screen - Patient Profile Navigation is Too Time Consuming
If a patient needs to update their info such as insurance during checkout, then the user has to navigate back to the home screen, then look up their info. Once they go back to checkout, they have to start the whole checkout process over.
If a patient needs to update their info such as insurance during checkout, then the user has to navigate back to the home screen, then look up their info. Once they go back to checkout, they have to start the whole checkout process over.
Current User and Customer Journey
Current User and Customer Journey
To explore the problems that these UI issues create and some potential solutions, I created User Journey Maps covering both the perspective of the pharmacy technician and the customer:
To explore the problems that these UI issues create and some potential solutions, I created User Journey Maps covering both the perspective of the pharmacy technician and the customer:
The potential solutions I identified from creating this user journey map:
The potential solutions I identified from creating this user journey map:
Make the checkout screen and user profile screen easy to swap between to easily access both during the checkout process.
Make the checkout screen and user profile screen easy to swap between to easily access both during the checkout process.
Give more info in the texts sent to customers signed up for SMS updates, including what insurance was used and the cost of their prescriptions.
Give more info in the texts sent to customers signed up for SMS updates, including what insurance was used and the cost of their prescriptions.
This is a work in progress! Be sure to come back for the full case study :)
This is a work in progress! Be sure to come back for the full case study :)
This is a work in progress! Be sure to come back for the full case study :)
But for now, here's a sneak peak of my current prototype/wireframe:
But for now, here's a sneak peak of my current prototype/wireframe:
But for now, here's a sneak peak of my current prototype/wireframe:
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