Lead Product Designer — Enterprise modernization of pharmacy
operations and systems.
Introduction
Walgreens is a community pharmacy store chain founded in 1901 in Chicago. Walgreens merged with Alliance Boots in 2014 and now has over 18,500 stores in 11 countries.
Project Overview
The Walgreens Pharmacy Renewal project aimed to overhaul a 25-year-old pharmacy management and inventory systems. The objective was to create a state-of-the-art solution that improved operational efficiency, reduced staff workload, and enhanced patient care. The new system impacted thousands of users across numerous touchpoints worldwide. The ultimate goal was to create a nimble pharmacy platform that advances the manner in which Walgreens cares for patients, providing a flexible technology foundation to solve a variety of pharmacy-related challenges.
My Role
As the Lead Product Designer on this project, I led multiple teams of user experience designers, UX researchers, creative visual designers, and software engineers. I was responsible for defining the overall UI standards, patterns, and design language for the new pharmacy platform. Some of the key projects and tasks I led included:
- Coordinating cross-functional teams including product management, business analysts, product designers, user researchers, developers, and QA testers
- Establishing the design system and governing its adoption
- Leading workshops and brainstorming sessions to generate innovative solutions
- Conducting user research, interviews, and usability testing to inform design decisions
- Facilitating design reviews and feedback sessions with stakeholders
- Collaborating with developers to ensure technical feasibility of designs
- Developing the global framework and navigation, page layouts, app switching, menu architecture, and interaction models
- Creating detailed UI specifications and assets for development teams
- Overseeing the implementation of designs to ensure fidelity to the original vision
- Mentoring junior designers and fostering a collaborative design culture
- Defining access management, user session handling, and roles and permissions
- Creating wireframes, prototypes, and high-fidelity visual designs
- Designing dashboards and landing page experiences
The Challenge
Walgreens was operating on a 25-year-old system that was inefficient and unable to meet modern demands. It hindered efficiency, lacked a user-centric design causing a steep learning curve, and impaired customer service.
Research and Insights
Extensive user research revealed key pain points including complex navigation, inefficient workflows, and a lack of integration with modern pharmacy practices. Insights highlighted the need for a user-friendly interface that prioritized patient safety and streamlined operations.
To better understand the users' pain points and needs, the team conducted a series of user research activities:
- User interviews to gain insights into the current challenges and pain points
- Contextual inquiries to observe users in their natural work environment
- Surveys to gather quantitative data on user satisfaction and needs
- Usability testing of existing systems to identify specific areas for improvement
- Journey mapping workshops to visualize and analyze the existing workflows
- Pharmacy forum events to gather feedback on design concepts and prototypes
Key Findings
- Users struggled with complex navigation and inefficient workflows
- New users struggled to learn and navigate the old system
- The existing system lacked integration with modern pharmacy practices
- There was a need for a user-friendly interface that prioritized patient safety
- Staff required better tools to manage inventory and patient interactions
- Customization based on user roles was essential for efficiency
Design Process
The design process followed a user-centered approach, starting with low-fidelity wireframes and progressing to high-fidelity prototypes. Key design principles included simplicity, clarity, and accessibility. The team utilized iterative testing and feedback loops to refine the designs continuously.
Key steps in the design process included:
- Developing user journey maps to visualize workflows and identify pain points
- Creating user personas to represent different user types and their needs
- Sketching and wireframing initial design concepts
- Building interactive prototypes for usability testing
- Conducting iterative usability tests to gather feedback and refine designs
- Collaborating with developers to ensure technical feasibility
- Establishing a design system for consistency across the platform
User Journey Mapping
User journey maps were created to visualize the end-to-end experience of pharmacy staff using the system. These maps helped identify pain points, opportunities for improvement, and key touchpoints that needed to be addressed in the design.
User Personas
To ensure the design met the needs of various users, detailed personas were created representing pharmacists, pharmacy technicians, and store managers. These personas guided design decisions and helped prioritize features based on user needs.
Key Features and Innovations
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Intuitive User Interface:
A modern, user-friendly design that simplifies navigation and reduces training time.
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Streamlined Workflows:
Optimized processes for prescription management, inventory tracking, and patient interactions.
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Integrated Systems:
Seamless integration with other healthcare systems for improved data accuracy and accessibility.
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Role-Based Access:
Customized interfaces and permissions based on user roles to enhance security and usability.
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Real-Time Analytics:
Dashboards providing insights into pharmacy operations and performance metrics.
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Mobile Accessibility:
Responsive design allowing access from various devices for on-the-go management.
Challenges and Solutions
During the project, several challenges arose including resistance to change from staff accustomed to the old system, technical limitations, and ensuring data security. These were addressed through extensive training, close collaboration with IT teams, and implementing robust security protocols.
Figma - Site Flow
The design team utilized Figma to create a comprehensive set of page designs that illustrated and annotated the user flow and interactions within the new pharmacy system. This visual representation helped stakeholders understand the user experience and provided a clear roadmap for development.
Wireframes
Low-fidelity wireframes were developed to outline the basic structure and layout of key screens. These wireframes served as a foundation for discussions and iterations before moving into high-fidelity designs.
Design System
A comprehensive design system was developed to ensure consistency across the platform. This included a library of reusable components, Figma library, standardized color schemes, typography, and interaction patterns. The design system facilitated collaboration between designers and developers, speeding up the development process and ensuring a cohesive user experience.
Design System - Color Palette
Design System - Components
Design System - Redline Specs
Implementation and Rollout
The implementation involved phased rollouts across multiple locations, with comprehensive training programs for staff. Continuous support and feedback mechanisms were established to ensure smooth adoption and address any issues promptly.
Key steps in the implementation process included:
- Pilot Testing: Conducted initial rollouts in select locations to gather feedback and make necessary adjustments.
- Training Programs: Developed comprehensive training materials and sessions to ensure staff were comfortable with the new system.
- Phased Rollout: Implemented the new system in phases across all locations to manage change effectively.
- Ongoing Support: Established help desks and support teams to assist users during the transition period.
- Feedback Mechanisms: Created channels for users to provide feedback and report issues for continuous improvement.
Design Solutions
The design solutions focused on creating an intuitive user interface that prioritized ease of use and efficiency. Key design elements included clear navigation, simplified workflows, and accessible information architecture. The team also emphasized responsive design to ensure usability across various devices.
Some of the major design solutions developed for the Pharmacy Renewal project included:
- Global Home Dashboard: A central hub for all pharmacy tasks, including prescription intake, immunization services, and order processing.
- Single Sign-On: Simplified login experience for team members access, reducing credential management issues.
- Roles & Permissions: Implemented role-based access to ensure security and streamlined task completion.
- Inventory Replenishment & Order Management: Streamlined processes to ensure timely stock management and prevent shortages.
- Unified Platform: Integrated multiple fragmented systems into a unified platform.
- Design System: Created a Design System to standardize UI components and patterns across various teams and features.
- Mobile Designs: Developed responsive Mobile designs for various hand held devices.
Visual Design Examples
Here are a small set of some visual design examples from the Walgreens Pharmacy Renewal project, showcasing key features and interfaces developed during the redesign process.
Global Home Dashboard
Roles and Permissions
Mobile Solutions
Post-Launch Evaluation
Post-launch evaluations indicated significant improvements in operational efficiency, user satisfaction, and patient care. Ongoing monitoring and updates ensured the system remained aligned with evolving needs and technological advancements.
Lessons Learned
Key lessons from the project included the importance of user involvement throughout the design process, the need for flexibility in addressing unforeseen challenges, and the value of a strong design system in maintaining consistency.
Impact and Results
The new system from the start achieved a 20% reduction in task completion time, improved onboarding for new staff, and enhanced overall workflow efficiency. Users found the new system intuitive, which increased trust and empowerment. This freed-up time allowed staff to focus more on patient care, improving customer satisfaction.
