UX features and designs
digital wallet experience
health and wellness app
Walgreens is one of the largest pharmacies in America specializing in health and wellness products. myWalgreens is a loyalty program that offers benefits including cash back rewards and personalized retail pickup services. To support these programs, the company was struggling to digitize their customer experience.
the challenge
Launching an updated myWalgreens loyalty program combined with a global pandemic highlighted Walgreens’ struggles to serve customers from home. The organization needed a fresh look at their customer experience, improving digital engagement and loyalty with the pharmacy. We set out to improve prescription adherence, myWalgreens wallet usage and product recommendations.
results
The resulting app supported omni-channel engagement through an ideal fusion of online plus offline capabilities serving the customer health & wellness journey. Along with a foundational digital toolkit, we prepared a roadmap illustrating how Walgreens can develop their customer experience into the future while staying nimble in a rapidly evolving market.