Concept Project: CVS Healthful
My Role: Market Research, Experience Strategy and Interface | Duration: Two Weeks
Challenge: CVS is the largest pharmacy chain in the United States by a number of locations*, but they have the highest prices and some of the worst customer service in the industry. How do they improve service for their current customers and grow the most profitable area of their business?
*(over 9,600 as of 2016, according to Barclays Research)
*Taylor, Chris. "This Is the Best Drugstore Stock to Own Now." Fortune. Time Inc., 20 Apr. 2016. Web. 06 Oct. 2016.
Process
I looked at a total of 100 reviews. Sampling posts from yelp, google reviews, and consumer affairs posted in the last 6 months. As well as user interview with customers that have had prescriptions filled in the last month regarding their pharmacy experience.
Research Insights
-The customers had lost faith in CVS to full their prescriptions in a timely manner, no matter how much customers planned ahead there was customers seemed to always be waiting.
Solution
Designed for anyone who struggles with long lines and poor customer service when filling prescriptions. CVS Healthful is a web-based prescription management platform that provides customers a simplified and flexible pharmacy experience.
-Rebranded online pharmacy platform to rebuild customer trust.
-Redesigned checkout screen to allow for recognition rather than recall.
-Produced holistic strategy to elevate end-to-end shopping experience.
-Redesigned checkout screen to allow for recognition rather than recall.
-Produced holistic strategy to elevate end-to-end shopping experience.
Prototype
