Objective: To validate that the checkout flow makes sense for our patients.
I arranged interviews with patients over Google Meet to test the prototype and collect qualitative feedback.
Task given to patients: Explore freely with the prototype and speak out loud about your thoughts and experience. Describe what you're doing and mention anything that might confuse you. You have prescriptions ready to be filled. How do you go about checking these out?
Bag Management Questions:
Overall Impression: Patients were able to navigate through the checkout process smoothly and understood how to go through the flow.
Expectations that were missing:
Bag Management Feedback:
Desired Improvements to Checkout:
Time saved for agents: By full launch, roughly 65% of a patient experience agent's time was given back to assist with other issues outside of placing and scheduling orders.
Increase in scheduled deliveries per day:
Many of our patients went to the pharmacy by foot, so we still wanted to accommodate for them. The new checkout experience made it a lot more convenient but also showed us how valuable the small brick and mortar experience was for a set of patients who liked having a face to face relationship with the pharmacist.