A Research Masterclass Uncovers the Key Issues
Through a series of semi-structured interviews with real users (new and existing) who tested the old app, I uncovered some quite shocking findings that showed exactly how far back the experience had fallen behind.
User accounts, payments, Walgreens photo and ordering were simply broken, and needed fixing fast.
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E-commerce, Pharmacy, Photo are all very different sub-apps that are packaged into the Walgreens mobile app. Over the years, the user experience diverged heavily, creating fragmentation. I worked with the different teams to unify this under the new design system, payment solutions and enable users to have a better overall engagement with the app.
Payment methods were the Achilles heel of the Walgreens app for more than a decade. But it was not engineering that finally solved it – it was great product and UX design.
By bringing together a full set of payment options, including credit cards, debit, EBT, SNAP, PayPal and more in a simple usable interface, the payment solution singlehandedly transformed cart abandonments and led to a generational leap in user conversions.
The OneAccount allows users to control their preferences, communication and everything else in one place. Simple, elegant and creating real business value.
