Reimagining the Walmart Pharmacy Pickup Experience
Reimagining the Walmart Pharmacy Pickup Experience
Reimagining the Walmart Pharmacy Pickup Experience
How might we improve the prescription pickup experience for Walmart Pharmacy customers and pharmacy technicians alike? In this research and holistic service design project, I explore exactly how to do this.
How might we improve the prescription pickup experience for Walmart Pharmacy customers and pharmacy technicians alike? In this research and holistic service design project, I explore exactly how to do this.
How might we improve the prescription pickup experience for Walmart Pharmacy customers and pharmacy technicians alike? In this research and holistic service design project, I explore exactly how to do this.
Process
Contextual Inquiry
Surveying
Low-fi Mockups
Prototyping
User Journey Mapping
Task Flow Analysis
Contextual Inquiry
Surveying
Low-fi Mockups
Prototyping
User Journey Mapping
Task Flow Analysis
Contextual Inquiry
Surveying
Low-fi Mockups
Prototyping
User Journey Mapping
Task Flow Analysis
My Role
Independent UX Researcher
Independent UX Researcher
Independent UX Researcher
Timeline
Nov 2024 - present
Nov 2024 - present
Nov 2024 - present
Tools Used
Tools Used
Figma
FigJam
Claude AI
Qualtrics
Figma
FigJam
Claude AI
Qualtrics
Figma
FigJam
Claude AI
Qualtrics
In Summary
In Summary
In Summary
The Problem:
The Problem:
The Problem:
While the Prescription pickup process at Walmart Pharmacy is streamlined, there are still snags in the process that disrupts the customer's and pharmacy technician's experience. These issues stem from the pharmacy software used, the gaps in communication from the pharmacy to the customer, and minor flaws in the process that can easily improve the experience for all.
While the Prescription pickup process at Walmart Pharmacy is streamlined, there are still snags in the process that disrupts the customer's and pharmacy technician's experience. These issues stem from the pharmacy software used, the gaps in communication from the pharmacy to the customer, and minor flaws in the process that can easily improve the experience for all.
While the Prescription pickup process at Walmart Pharmacy is streamlined, there are still snags in the process that disrupts the customer's and pharmacy technician's experience. These issues stem from the pharmacy software used, the gaps in communication from the pharmacy to the customer, and minor flaws in the process that can easily improve the experience for all.
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 aimed to accomplish two goals:
Tackle the flaws in the system software to improve the pharmacy technician's work flow.
Increase the communication between the patient and pharmacy using minor but important methods of feedback to increase transparency in the patient's pharmacy experience, empowering them to make better decisions about their healthcare.
In order to make not only the pharmacy employee's job easier, but to improve the customer's pharmacy experience, I aimed to accomplish two goals:
Tackle the flaws in the system software to improve the pharmacy technician's work flow.
Increase the communication between the pharmacy using minor but important methods of feedback to increase transparency in the patient's pharmacy experience, empowering them to make better decisions about their healthcare.
In order to make not only the pharmacy employee's job easier, but to improve the customer's pharmacy experience, I aimed to accomplish two goals:
Tackle the flaws in the system software to improve the pharmacy technician's work flow.
Increase the communication between the pharmacy using minor but important methods of feedback to increase transparency in the patient's pharmacy experience, empowering them to make better decisions about their healthcare.
Who am I designing for?
Who am I designing for?
To better understand who I am designing for and to keep them central in my process, I created user personas of both pharmacy technicians and patients.
To understand the current struggles and needs of the users, I created a user persona that embodies a Walmart Pharmacy Technician.
The Pharmacy Technician: Virginia
The Pharmacy Technician: Virginia
Virginia's Main goals are:
Virginia'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.
Virginia's Pain Points are:
Virginia'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.
The Patient: Greg
The Patient: Greg
Greg's Main goals are:
Greg's Main goals are:
Easily and quickly pick up his prescriptions during his limited free-time on busy weekdays
Keep his personal info updated for the pharmacy, such as his insurance info, address, phone number, etc. conveniently by adding them online or within the Walmart App
Easily communicate with the pharmacy when needed
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.
Greg's Pain Points are:
Greg's Pain Points are:
The prescription texts he gets are helpful, but do not tell him if his insurance was billed correctly
Sometimes, he will either not receive texts or receive vague messages, prompting him to call the pharmacy to find clarity
When there is an issue with a prescription, he isn’t sure what the problem is and feels stuck
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 Issues: User Journey
Current Issues: User Journey
Current Issues: User Journey
To analyze the issues with the current user journey, as well as ideate on some solution to those issues, I made a journey map consisting of both users. This allowed me to look for problems and ideas for both sides of the experience.
To analyze the issues with the current user journey, as well as ideate on some solution to those issues, I made a journey map consisting of both users. This allowed me to look for problems and ideas for both sides of the experience.
To analyze the issues with the current user journey, as well as ideate on some solution to those issues, I made a journey map consisting of both users. This allowed me to look for problems and ideas for both sides of the experience.
Issues I identified from this journey map include:
Issues I identified from this journey map include:
When the pharmacy technician has a hard time finding the patient's info, they have to navigate between multiple screens to find the info, which can be time consuming, making the patient wait longer.
When the pharmacy technician has a hard time finding the patient's info, they have to navigate between multiple screens to find the info, which can be time consuming, making the patient wait longer.
Both the pharmacy technician and patient aren't sure what insurance was used, as those details are not shown on the checkout screen or in the patient's texts.
Both the pharmacy technician and patient aren't sure what insurance was used, as those details are not shown on the checkout screen or in the patient's texts.
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.
Current Issues: Pharmacy Software "Connexus"
Current Issues: Pharmacy Software "Connexus"
Current Issues: Pharmacy Software "Connexus"
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 of the home screen and checkout screen, respectively.
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 of the home screen and checkout screen, respectively.
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 of the home screen and checkout screen, respectively.
Home Screen
Home Screen
Checkout Screen
Checkout Screen
After contextual inquiry with pharmacists and technicians, as well my own use of the software, I identified these main issues:
After contextual inquiry with pharmacists and technicians, as well my own use of the software, I identified these main issues:
After contextual inquiry with pharmacists and technicians, as well my own use of the software, I identified these main issues:
Wasted Space
Many of the buttons and space taken by them end up going unused on a day to day basis. The grayed out side menu buttons on the home screen are completely unusable to pharmacy technicians (only used by pharmacists). The keyboard on the checkout screen is also unused, as the screen used is not a touch screen.
Many of the buttons and space taken by them end up going unused on a day to day basis. The grayed out side menu buttons on the home screen are completely unusable to pharmacy technicians (only used by pharmacists). The keyboard on the checkout screen is also unused, as the screen used is not a touch screen.
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.
Some solutions that could fix these problems include:
Some solutions that could fix these problems include:
Some solutions that could fix these problems include:
Modernize the UI
Reduce the wasted screen space by improving the navigation/work flow. Put the most used features front and center, and use tabs to easily navigate between them.
Reduce the wasted screen space by improving the navigation/work flow. Put the most used features front and center, and use tabs to easily navigate between them.
"Combine" the checkout and main screens
By having the checkout screen be a part of the main screens, users could easily view the patient's info and checkout info, all on the same screen. This would prevent the users from having to restart the checkout process after backing out of it.
By having the checkout screen be a part of the main screens, users could easily view the patient's info and checkout info, all on the same screen. This would prevent the users from having to restart the checkout process after backing out of it.
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 :)
Coming soon: Survey Results, Mobile Screens, User Flow/Task Flow Analysis
Coming soon: Survey Results, Mobile Screens, User Flow/Task Flow Analysis
Coming soon: Survey Results, Mobile Screens, User Flow/Task Flow Analysis
But for now, here's a sneak peak of my current prototype/wireframe for the Connexus redesign:
But for now, here's a sneak peak of my current prototype/wireframe for the Connexus redesign:
But for now, here's a sneak peak of my current prototype/wireframe for the Connexus redesign:
View other projects
View other projects