Let’s talk about the work I did for the Walgreens Pharmacy Renewal team. I say talk because the work I did is covered under a Non-Disclosure Agreement (NDA). I guess I shouldn’t even talk about it, so let’s change that to gesture. An important note, I will not be showing sketches or design work.
I worked with Walgreens designing their best in class Pharmacy system and related apps.
Pharmacy systems and healthcare as a whole are very complex things. Add in the fact that this is an enterprise solution with the different levels of downstream participants and you have a multifaceted system to design. Walgreens has, depending on who you ask, somewhere between 9-10,000 stores, hundreds of millions of pharmacy customers, and an inventory system in the tens of billions.
My process did not change much during my time at Walgreens, if anything it just became more refined and I added more techniques to the staple. Not every project allowed me to the opportunity to use every method due to time constraints, how the teams were organized, and what was required.
(While numbered, these tend to take place in an overlapping fashion)
- Research – talking with SMEs (Subject Matter Experts), talking with Users, interviews, reviews of existing products/designs, journey mapping, user flows.
- Strategy work to understand the place this work/problem exists at, what other processes exist within the bigger picture, are there concerns for the future that are visible here and now that we should address?
- Light Design – start sketching ideas, explore the information architecture, paper prototyping
- Full Design – begin Axure prototype within Main Repository, layout pages, implement interactions, and start testing the work myself to look for omissions, gaps, and errors
- Collaboration Discussions – This tends to take place throughout the entire process whether this is with other designers, business team, or bringing the designs to users
- Usability testing – Putting it before users and gathering feedback
- Follow Up / Shipped – Updating designs to incorporate new patterns, data models, or introduce hooks/aspects from other functionalities as the work elsewhere progressed, review of feedback from users.