My Role

My role on this project was to understand issues that customers are facing within the drive-thru experience of a local pharmacy and apply this learning to a solution that enables for a better experience and provides Walgreens with key metrics in order to inform decisions for future state roadmap.

Customer Research
Visual Design
Service and Interaction Design
Native App Design

High Level Overview

To understand the problem space, we first needed to take a step back and understand the customers holistic journey through filling and picking up medications. By doing so we created a customer journey outlining the steps to fulfillment and painpoints along the way.
With targeted information, we performed primary research activities to help us refine this problem space and validate customer needs. This lead to 4 emerging mindsets which we used to support and develop our conceptual designs.
Finally, we used these conceptual designs to validate our solution with primary customer feedback activities. The feedback received led to the need of an expedited drive-thru experience. Given the negative NPS scores that Walgreens currently faces in the drive-thru, we believe this solution will decrease the frustrations that customers face when fulfilling their prescription.

Video overview of Walgreens Express Drive-Thru Pilot.
password: amarsh140

Video animations created by Fjord Motion Designer.