RxToGo Checkout - A prescription order checkout app for pharmacy associates
This project is subject to a NDA. I've provided a brief overview of my contributions, insights gained, and reflections. If you are a hiring manager or a recruiter interested in this case study, I’d be happy to discuss further details about this project via email.
ROLE
Research, Design
MY TEAM
Design manager, UX researcher, Content designer, Design system designer, Accessibility designer, Product manager, Business partner and 15+ engineers.
OUTCOME
This application improved the Rx order checkout process for delivery and expedited pickup orders by eliminating the necessity for legacy checkout hardware.
It introduced a linear approach that guides associates safely through the process, ensuring zero error tolerance.
PROCESS
Responsible for conducting design workshops, heuristic evaluation, observation studies, competitive analysis, usability testing and wireframes.
DELIVERABLE
Journey maps, process maps, heuristic evaluation, competitor analysis, service blueprint, mid-fidelity wireframes, high-fidelity wireframes, interactive prototype
Representation of RxToGo checkout mobile application
OVERVIEW
Sam’s Club Health and Wellness was looking at a checkout process for delivery and expedited pickup dispense method bypassing the legacy checkout hardware that added more steps to their workflow.
RxToGo Checkout is an InClub mobile application used by pharmacy associates to checkout the orders with the help of the web application.
Representation of some mid-fidelity wireframes from early explorationsA single application helping quick checkout process
Using a single application allowed associates to streamline their workflow by reducing the need for multiple applications, resulting in a checkout process with fewer steps.
Followed Walmart enterprise design system for user familiarity
The Walmart design system played a significant role in this application, fostering familiarity among associates and facilitating their adaptation with minimal exposure to unfamiliar design patterns.
REVIEWING AND REFINING THE DESIGN
Teamed up with the researcher to conduct usability testing across selected market regions to gather feedback using interactive prototype.
We also mapped an experimental space around the work area to understand the mobility of associates when interacting with the application.
Associates' feedback underwent multiple iterations with stakeholders and cross-functional partners.
REFLECTION
Learnings gained
Deciding on using right design patterns
In the project's early stages, timely decisions were made collaboratively with the design team and stakeholders to integrate the product into a centralized system familiar to end users. Choosing an accepted design system familiar to end users significantly contributed to achieving a superior product outcome.
Usability testing is key
Frequent interaction with end users at scheduled intervals through usability testing, in collaboration with the research team, proved valuable in gathering constructive feedback for evaluating the designs.
Facilitating design workshops for product scoping
I organized several design workshops with key stakeholders to address larger-scale issues, conducting real-time testing with end users in the Testing Lab. This process helped define the future product scope and resolve significant challenges in a collaborative setting.