Walgreens Boots Alliance is one the largest enterprise pharmacy leaders providing a wide range of services in health, and the retail pharmacy space. The big picture is simple patient safety above all. The challenge? Designing a UX that not only helps to streamline the pharmacy operation, but one that goes hand in hand with the patient and provides them with safe, effective and efficient experience.
Services
Research, UX Discovery, UX Design, Prototyping
Categories
Healthcare | Desktop Application | B2B | Retail
Patient Registration Discovery
Global Patient Search is a tool designed to improve the efficiency of pharmacy team members in serving and protecting millions of patients daily across the country.
Patient Search Discovery
Global Patient Search is a tool designed to improve the efficiency of pharmacy team members in serving and protecting millions of patients daily across the country.
Approach
I approached the discovery work by defining two key elements that overlap with each other:
• Working with existing research findings
• Big-picture thinking
Research findings provide insight on what existing users think and behave using the existing search. It highlighted the pain points, gaps, and friction and it even gives an insight into what users think should be the next version of search.
But there's one thing research won't tell me, and that is - What users don’t know they don't know yet. To simplify it: users may find value something only after they see or interact with it, and that’s where big-picture thinking and innovation takes place.
My approach was to balance between implement research findings to the design with future thinking about global patient search.
Utilizing research findings
Usability testing, user interviews and in-store observations revealed the following insight:
Time matters
It takes a certain amount of time to look up a patient in the system. In high-volume stores, finding the right patient quickly is critical. We wanted to reduce the time it takes the pharmacy team members to find patients in the system and fulfil their orders.
Accessing information one click away
Users consistently reported experiencing difficulties navigating through multiple screens in order to find necessary information.
They wanted the information always to be available one click away.
Duplicate patient profiles
Duplicate patient profiles are manually created by team members when they aren’t able to find existing patients in the system.
Content eco-system
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Time matters
It takes a certain amount of time to look up a patient in the system. In high-volume stores, finding the right patient quickly is critical. We wanted to reduce the time it takes the pharmacy team members to find patients in the system and fulfil their orders.
