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Mandatory Consultation Application
The Walgreens Customer Experience team was fortunate to have the opportunity to partner with the Retail Pharmacy team to design an application for pharmacists to use to assist in performance and documentation of required consultations with patients. This application would be accessed primarily from an iPad, while alternately accessible from a desktop workstation. Above all, the application would have to fit seamlessly into the pharmacists daily activities, supporting their needs without encumbering them with yet another tool or process. |
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Developing Understanding
Field research was the primary driver for this project, as the key to developing a useful application was understanding the roles of pharmacists, in context, as they navigate their hectic daily routines.
This project started by working in tandem with our research team to conduct extensive field work at pharmacies in Texas and Arizona in order to build understanding of a day in the life of a pharmacist. We used this research to assess gaps, opportunities, and to formulate requirements for the application. Fieldwork was performed with ample opportunity to engage with our business partners at every stage of the project. In the research phase, this was accomplished with structured debriefing sessions.
Field research was the primary driver for this project, as the key to developing a useful application was understanding the roles of pharmacists, in context, as they navigate their hectic daily routines.
This project started by working in tandem with our research team to conduct extensive field work at pharmacies in Texas and Arizona in order to build understanding of a day in the life of a pharmacist. We used this research to assess gaps, opportunities, and to formulate requirements for the application. Fieldwork was performed with ample opportunity to engage with our business partners at every stage of the project. In the research phase, this was accomplished with structured debriefing sessions.
Contextual Research
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Workflow Mapping
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Themes and Categorization
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Alignment workshop and co-design activities
From the daily debriefing sessions, broader themes and corresponding needs emerged that were prioritized to either incorporate into the design or place into a backlog for subsequent releases. Additionally, challenges which extended beyond the scope of the application were identified in order to frame additional opportunities to improve the effectiveness of the application. The alignment workshop was used as a platform for presenting research findings to the broader team of business owners, developers, and other interested parties. It also served as a means of creating shared value and ownership for our stakeholders by working collaboratively to define needs and requirements, as well as identifying barriers that could prevent the ultimate goal of the application from being achieved. |
Design Sprint
Moving into the design phase, I engaged business partners and designers from the Customer Experience team in a Design Sprint activity, a multi-day design session focused on rapid generation and iteration of design concepts. This included a mix of whiteboarding, paper sketching, and storyboarding, with the ultimate goal of co-creating a concept that could be taken to prototype.
Moving into the design phase, I engaged business partners and designers from the Customer Experience team in a Design Sprint activity, a multi-day design session focused on rapid generation and iteration of design concepts. This included a mix of whiteboarding, paper sketching, and storyboarding, with the ultimate goal of co-creating a concept that could be taken to prototype.
Sketching and Storyboarding
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Paper Prototypes
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Axure Prototype
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User Testing and Iteration
The Customer Experience team engaged in two rounds of user testing to assess the efficacy of the Mandatory Consultation prototype.
The Customer Experience team engaged in two rounds of user testing to assess the efficacy of the Mandatory Consultation prototype.
- Round 1 consisted of lab-based evaluation, where pharmacists and subject-matter-experts engaged in a series of tasks using the prototype. This round of testing informed updates that would be incorporated into a second, higher fidelity prototype.
- For round 2, we took the higher fidelity prototype back into the field to test with pharmacists in-context, to gauge not only how well they able to use the application, but to gauge how effectively they were able to incorporate it into their workflows as well. This final round of testing led to actionable feedback that contributed to a successful design that exceeded the expectations of pharmacists, pharmacy technicians, and key stakeholders associated with the project.