My roles:
Tools used:
Tap a Poppi!
Pocket Pharmacist members get access to Poppi Points around the store to scan with their phones. This gives them exclusive access to advice, product reccomendations, and any in-store offers available.
Many younger people are not used to the pharmacy setting, and can be embarrassed while seeking advice for personal health worries. Being able to find safe, quality health advice without having to approach staff can help users to make the purchase for the product they actually need. This helps reduce the barrier between the younger client and the pharmacist on site.
Poppi: a scannable touchpoint in-store, exclusive to Pocket Pharmacist members
Poppi Chatbot
Poppi is an AI chatbot designed to provide initial assistance for users with health concerns. It is a large language learning model trained on reliable medical information.
This provides users with a totally confidential and private space for asking any question they need to. Poppi will help them by providing some at-home remedies, tips on how their pharmacist can help, and when they should see a doctor or get a prescription.
Pharmacist Match
During onboarding, users input their health interests, any medical conditions or medication they take, and any other concerns they may have regarding what they need from the pharmacy services.
Pocket Pharmacist then provides the user with a match; a staff member in their chosen local pharmacist. This establishes a relationship between the business and the client by introducing a friendly face the user can recognise in-store.
Empathise
Interviews
Research Probes
Service Safari
Conceptualise
Design
Design technicalities
Interactive prototype
Conclusion
Interviews
To discover the unique challanges and needs of young people in the pharmacy, we interviewed both college students and pharmacists themselves. Focusing on people aged 18-25, we conducted guerilla style interviews with strangers on the street to figure out their attitudes towards the pharmacy. Talking to pharmacists working in the nearby chemists highlighted the ways in which younger people are not utlisiing the pharmacy services in ways that would benefit them. Why is this happening?
What we discovered from talking to people:
1.
Young people don't know the extent of how helpful a pharmacy can be.
3.
Young people do not yet have a relationship with any pharmacy, other than whichever is nearest
Research probes
Alongside the interviews, we gained further insights using research probes. We either directly asked people to fill out their thoughts on the probe or we left it in public areas with a high traffic of young people to fill out on their own. This revealed some interesting things that people were more comfortable sharing when we weren't in their faces.
Needs we discovered:
Privacy + Safety
Immediacy
Convenience
Service Safari
We created empathy maps based on the experience of actually visiting a pharmacy and getting a prescription. We took notes on how each stage of the journey felt, from finding the pharmacy and entering it, to leaving after chatting with staff.
Insights:
1.
Most pharmacy environments felt cold and clinical, which is not conducive to a safe, inviting atmosphere that many young, anxious and first-time customers would desire.
2.
The layout of the store was overwhelming and confusing; an abundance of products with little to no information on what they do made us feel lost.
3.
Asking pharmacists for advice about private matters made us feel exposed, embarrassed and vulnerable. The consultation rooms did not help, and as one of us remarked, "They look like confession boxes."
This study enabled us to develop the below empathy map, which helped us to navigate the various pain points and emotions throughout the process. It also helped to bring some new touchpoints to light, such as how a service can intervene after a customer leaves the pharmacy.
Archetypes
Based on the research done so far, we developed the below user archetypes to highlight and identify young pharmacy users' most pertinent needs. This enabled us to concpetualise solutions to the various pain points and user goals.
User Journey
Mapping out the user journey began with bringing awareness of our app to the user, we then followed the steps taken by the user from downloading to visiting and leaving the pharmacy in the physical world and what happens after that. This was to highlight the touchpoints in the user journey that we can intervene, ensuring our app is reaching the user in every way it needs to.
Service blueprint
As the Pocket Pharmacist product goes beyond a digital app, developing the service blueprint was useful in identifying the complete, end-to-end service. It;s important to highlight how Pocket Pharmacist also works in the background for pharmacists and their business, as well as for the customer.
Site Map
Storyboard
Service Touchpoints + User Journey
Interactive prototype
