Creating self-service options for customer pain points
Situation
A pharmacy running out of a medication can be a major pain point for customers. It often leads to customer calls, which can overwhelm pharmacy staff. Customers may even decide not to reorder their medications, or get them somewhere else.
Task
Our goal was to build self-service tools to help customers get the medications they needed, without having to call the pharmacy or wait for restocks.
Action
My design team and I developed a series of user-friendly flows that gave customers the following options, all through the mobile app or website:
- See what other stores have their medication in stock
- Change to a different pickup location based on distance and medication availability
- Ask us to request an alternative medication from their doctors
Results
Letting customers resolve their holds online resulted in the following:
- A 7% increase in task completion rates, surpassing company targets and reducing operational costs
- Over 5 million orders that had been on hold were unlocked
- An 11% increase in digital retail fills
Mike Joyce 