2023
Walgreens' Transformation from E-commerce to Premier Healthcare Provider
Integrate WAG lines of business and their customer value propositions on load.
Simplify way-finding so users can easily find key services vaccination, products, prescriptions, find care etc..
Team
Irada & sanjul
Project Manager
Tingting Jin
UX design
DELIVERABLES
Concept development
app audit
research
wireframe
Visual design
Motion graphics
VISIT
Process
User scenario
Content Audit / Heuristic Evaluation
Competitive Audit
Ideation
Prototype
A user familiar with the Walgreens brand but unacquainted with its App. Landing on our platform for the first time, their intent could range from exploring health products to seeking healthcare services like vaccines or prescription refills.
This is the pivotal user journey we aim to optimize and elevate in our design strategy.
User scenario
Through a comprehensive analysis - Baymard research, heuristic evaluation, and competitor research, we have discovered several areas of opportunity. Overall, the application can be enhanced, thereby increasing user engagement.
Combined findings
Current APP Top Issues - Home Page
Homepage is very copy heavy causing an increasing the cognitive load for the user.
Search/scan Flow
Symptom searches are not fully supported. Misleading header and irrelevant products are returned in the results.
Category/Sub category section
Shop does not upfront display the main categories at the top and user might completely miss it
How can we leverage personalization, simplify wayfinding, and establish a proper hierarchy to ensure that users can easily locate key services?
Ideation
Sara is a teacher who cares deeply about the health and safety of her students. She's proactive in taking preventive measures to avoid illnesses that could affect her ability to teach and interact with her students effectively.
User Journey
As flu season approaches, Sara visits Walgreens website on her phone and checks for the vaccination appointment.
Home Page
To start with: Sara searched for a vitamin to support her energy levels after receiving the vaccine.
Search & Scan
What she might face during the process:
After Sara searching for the keywords "Vitamin," she was interrupted by other matters. When she reopened the app to complete her search, she tapped the search bar again and landed on the search page. She immediately noticed that the search bar had already set "vitamin" as the default query, allowing her to search for vitamins without having to retype the keywords.
Sara explored the category and subcategory pages to find more pain relief medication options.
Category-Sub category
Prototype
Notification
Activity board
Upcoming appointments
Prescription Refill
Health service
Personalization focus
Focus on communicating that Walgreens is a healthcare provider in addition to product retail
To comply with my non-disclosure agreement, I have omitted and obfuscated confidential information in this case study. All information in this case study is my own and does not necessarily reflect the views of Walgreens.