An end-to-end associate tool for dispensing pharmacy orders - reducing delivery dispense time by 55% while automating 40% of checkout processes for seamless prescription fulfillment.
Amy, a Sam's Club pharmacy technician, spent most of her time addressing customers beyond fulfilling orders. The overwhelming process of dispensing prescriptions for delivery orders led to human errors and business disruption.
Lack of transparency and multiple levels of interaction in legacy system
GoLocal third-party application not easily accessible for associates
Numerous back-and-forth movements between hardware and applications
USER JOURNEY MAP : IN-STORE & CENTRAL FULFILLMENT
Documented the complete delivery order process from creation through fulfillment, identifying key friction points across three major stages involving pharmacy technicians and pharmacists.
Pharmacy technicians select and review orders for delivery, using legacy Connexus application to initiate the fulfillment workflow with customer verification.
Technicians scan items using RX app, fill orders manually, print labels, and drop bags inside Will Call rack. Process includes stock checks and label attachment.
Pharmacist verifies order, schedules payment via GoLocal using desktop device, then technician scans Will Call bag and completes checkout on TC53 with receipt printing.
RXTOGO ORDER MAINTENANCE WEB APP
RXTOGO CHECKOUT MOBILE APP
Checkout app mobile iterations
Quantifiable improvements across associate efficiency, customer satisfaction, and operational workflows through integrated web and mobile solutions.
Reduced 6 steps from overall 18-step delivery dispense process. MVP delivery checkout workflow was time-efficient, allowing associates to focus on in-store customers.
Explored expedited counter pickup and curbside opportunities through vision workshops. Dynamic checkout product enabled quick turnaround for other dispensing methods.
Transparency & Communication: Each partner has unique approaches. Maintaining transparency throughout product development proved beneficial for cross-functional alignment.
Research Foundation: Set strong foundation through research and connect the dots of the process to justify product requirements with stakeholders and engineering teams.
Product Language: Resonating product's language with field associates is important. Setting the right tone throughout their journey can alleviate chances of making errors.
Time constraints led to smart prioritization. Focused on primary workflow enabled rapid delivery while maintaining quality and gathering feedback for future iterations.
Leveraging existing platforms (Connexus, Walmart Mail Order app) provided familiar touchpoints while introducing improved workflows and modern design patterns.
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