In a massive company push to help customers during the COVID-19 pandemic, I worked on optimizing new prescription ordering and enhanced delivery methods for Walmart Pharmacy customers.
My previous hands-on experience with Walmart Pharmacy and deep understanding of its complex ecosystem helped design and deliver these products under very tight deadlines.
More than ever before, during the pandemic we wanted to provide our customers with the ability to place and securely receive their medications with as few touchpoints and interactions as possible. Fast!
Several ad-hoc teams were quickly formed to split responsibilities and address different customer needs and problems.
Given such tight timelines the team couldn't conduct any new research. We relied on the past customer and industry studies, experience and knowledge of the designers, engineers and project managers involved in the process.
The team got together for an urgent brainstorming exercise, vetted viability of the discussed solutions and aligned on the main flows, roadmap and product launch strategy.
I used these flows to run a remote Service Design Blueprint exercise where we worked through main customer journeys and documented every step of the process end-to-end.
Then I explored several options and designed UI for individual screens following Walmart Design guidelines. All new components went through an urgent design review and accessibility testing.
With the mockups on hand I put together interactive prototypes for each journey to get early feedback from Walmart Pharmacy employees and other associates who use the app on a regular basis.
We also shared these prototypes with the stakeholders who could clearly see how the new products would fit into the long-term strategy and provide their points of view.
Together these efforts helped us quickly get the right feedback, iterate on and improve individual screens and interaction patterns, and to handoff the mockups to engineers in the shortest possible time.
At this point I accomplished my tasks with this project and made a transition to another one ✅
Soon thereafter these products launched at multiple Pharmacies in different states for pilot testing prior to releasing them to the chain of thousands of stores in the country.
Check this page to see when these enhanced prescription pickup and delivery options are available at your local Walmart Pharmacy.
Check Pharmacy updates