Pharmacy Homepage

Marketing goal:

• Boost customer engagement

• Increase of account creation by 15%

• Hub of landing pages, micro sites and campaigns
  

Pain-point observed and researched by Digital team:

• not aligned with Brand, utilitarian look & feel

• useful features and tools are under-utilized and presented

• see no presence of Marketing campaigns

• convoluting navigation and interaction
  

UX Digital team’s goal:

• Product & service offering awareness

• Streamline unauthenticated & authenticated pages

• Set customer up for success with clear navigation, call to action and expectations

• Accessibility & compliance and responsiveness/

Involvement:

• Collaboration session with stakeholders and teams/ parties involved

• Unmoderated user testing & A/B testing

• Research: card-sort, nomenclatural study, tree-test

• Brand & copy verbiage alignement

• Implementation plan

• Cross team coordination & collaboration

Pharmacy Dashboard (high level vision: Healthcare re-imagine)

Background: the product/ service teams work in silo

Goal:

• A gateway to tailored, personalized experience

• Closing the gap between store and digital experience through service integration

• Provide clear navigation and guidance to next best actions

• Increase customer engagement through prompt services, helpful/relevant information such as, product offerings, personalized health resources & tools, rewards programs…etc

• Do the heavy lift and make it easy for customers to stay healthy from birth to death

• Change of brand- it’s more than just a pharmacy, corner snack shops- We are a Health company
  

Opportunity:

• Single Sign On amongst business lines/ digital products- no logging on from different account, apps

• More streamlined customer support

• Bridge amongst pharmacy, clinics, insurance company

Involvement:

• Cross team & discipline collaboration sessions
  with PO PM & Marketing partners

• Conduct research to better understand user needs, expectations

• Collaborate with researcher to conduct moderated & unmoderated user testing

• Wire & prototype creation

• Create user journey & persona

e-Commerce model in Pharmacy

• The cart experience that bridge among pages while optimizing global navigation

• Refill shopping cart as first building block to service/ product integration

Future/ next step opportunities:

• Bring in-sotre retail experience to Pharmacy - allow users to add store front items when refilling prescription

• Surface personalized recommendation based on cart items such as, benefit programs, coupons, health tools…etc
  

Enterprise billing/ check out component (initiative)

Goal:

• Streamline billing/ check out experience across business lines

• Integrate multiple payment methods (credit/ debit/ gift cards, reward programs, manufacturing card/ benefits, bank account, FSA/ HSA)

• Customizable, usable component

Involvement:

• Create a vision for Enterprise billing component that can be leverage by other business channel & teams

• Conduct internal component analysis (functionality, UI, copy and code environment)

• Collaboration cross team & discipline sessions
  collaborate with dev team to create MVP and execution plan

Concept creation by Agency

Final implementation