Well Pharmacy
Prescription discovery and digital consent
Simplifying and improving the process of managing prescriptions in store for staff and customers. Implementation of digital content for new medicine customers.
The Challenge
Well Pharmacy, the largest independent pharmacy business. A mission to bring pharmacy into the digital age using technology and service design.
The first project was a deep-dive exploration of the pharmacy industry to understand customer and business needs around prescriptions and workflows. The opportunity to visit pharmacies across the UK empowered the team and me to discovery problems and bottlenecks in existing systems. Digital implementation needed to reduce the amount of admin tasks and enhance customer relationships.
My Role
Researcher and service designer
Duration
12 month contract
Skills
Research planning
Stakeholder interviews
Recruitment
Screening
Customer interviews
Diary studies
Insight synthesis
Storytelling
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The Process
Preparation into store visits was essential as we wanted to gain as much honest information from staff as possible. We sought to build good relationships and rapport with staff and customers. I consider this a core part of my role as a researcher going out into the field.
After speaking and observing operations in pharmacies, the team and I returned to base to start the synthesis process. Themes began to be identified throughout this process, for example, the number of paper processes in store and inconsistent processes happening throughout pharmacies.
It’s vital to visualise findings as soon as possible, using mapping techniques to show operations, behavioural personas and make everything as visible to the wider team can be aligned with progress.
Conducted
Lead Researcher
Prototyping
Once a strategic roadmap had been created in the discovery phase of this project we were able to move forward onto implementation.
Through ideation and business cases we were able to prioritise in collaboration with Well which opportunities were most viable, feasible and desirable to the business. Working in a small mixed discipline team of researchers, developers and software engineers, we started to explore the new medicine service offered by pharmacists across Well stores.
New Medicine service is offered to customers who start a new medicine under particular categories that need to be monitored over a short period of time.
There was a focused research phase to discover key problem, barriers and opportunities when delivering this service to customers. We recognised that pharmacists each had their own unique way to manage this service but all through a paper tracking process.
The Outcome
After rapid prototyping, ideation cycles value propositions, we decided to prototype a digital consent form. Taking a human-centred design approach it was crucial to design together with pharmacists, staff and customers, this creates unity and prevents producing a prototype that wouldn't benefit the end user.
Digital transformation of the New Medicine service gave pharmacists time back to care for customers monitoring their health. Coordinating this process between pharmacies would eliminate human errors, reduce paper waste and increase overall performance for regions to measure and reward.
Assets
Validated and tested prototypes
High fidelity prototype
Measured success with qualitative feedback
User stories
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