COVID-19 Testing Scheduler
Shortened customer wait times and reduced employee clerical workloads at COVID-19 testing sites by designing a streamlined, intuitive new COVID-19 Test Scheduling Tool for Walgreens.
Company
Walgreens
Industry
Retail Healthcare
Mobile First Design
Product UX/UI Design
Competitive Analysis
Research
Overview
At the height of the pandemic, there was an urgent need for accessible COVID-19 testing. Our team at Walgreens developed the website's first online test scheduling tool. This digital-first solution replaced in-person paperwork with a guided online questionnaire, streamlining the patient experience and reducing clerical burden on employees. Through competitive analysis, future-proofed design, and an intuitive step-by-step scheduling flow, the tool enabled more efficient testing operations while maintaining compliance with rapidly evolving public health guidelines. The successful launch of this platform significantly improved accessibility, increased testing capacity, and provided critical support during a nationwide health crisis.
The Impact
1. Increased Volume and Efficiency:
Appointment volume increased by an average of 33% at clinics and testing sites, as reported by our internal and partner clinic operation teams. Customer on-site wait times reduced by an average of almost 40%, as reported by our internal and partner clinic operation teams. On-site employee clerical workloads decreased drastically, supported by the increase of testing appointments per hour and no increases in employee hours worked, via reports from our internal and partner clinic operations teams.
2. Enhanced Satisfaction:
Post-visit survey results showed that customers had positive experiences throughout the test scheduling and appointment, both at Walgreens' clinics and partner testing sites, as reported by our internal field research teams and partner clinic operation teams.
The Problems
1. Lack of a Digital Scheduling System = Clerical Burdens
Prior to this project, Walgreens, and several other leading healthcare retailers, did not have an online tool for COVID-19 test scheduling, leading to inefficiencies in test administration. Because of this, Walgreens employees faced significant clerical workloads due to the manual entry of patient information, which impacted efficiency.
2. Time-Consuming In-Person Processes:
Patients were required to complete paperwork in person at stores or testing sites, leading to extreme delays in the testing process.
3. Changing Requirements:
Constant updates from the CDC, government health organizations, Walgreens' corporate policies, and legal teams created a dynamic and challenging design challenge that went through several reviews and iterations, pre- and post-launch.
The Goals
As a business, I want to:
1. Develop a novel online tool that would enable patients to schedule COVID-19 tests remotely. 2. Reduce the time patients spend completing paperwork at stores by capturing necessary information during online scheduling. 3. Reduce employee workload by eliminating redundant clerical work by automating the data capture process. 4. Increase testing efficiency by streamlining the process for both patients and employees
As a user, I want to:
1. Be able to schedule a test ahead of time, rather than waiting in long lines for a chance to be tested. 2. Spend less time waiting around before my test. 3. Feel confident that my testing site is safe and competent.
The Process
Research and Competitive Analysis
Researched competitors (CVS, Jewel-Osco, Walmart, and Meijer) to identify best practices for test scheduling tools. We found that most competitors used some form of enhanced questionnaires with step-by-step guided processes, though it varied from company to company on what questions were asked or required to continue with the scheduling.
User Flow
Developed a step-by-step guided flow leveraging findings from our competitive analysis and existing Walgreens online questionnaires.
Workflow & Future-Proofing
We designed the questionnaire to accommodate future enhancements, including additional information capture flows and/or for additional testing (like the flu), by determining that radio buttons for static choices and dropdowns for dynamic options were the most user-friendly and scalable design solutions. Below is an example of the workspace and several variations of required steps and/or screens:
Visual Design
Created an intuitive UI from scratch using Walgreens’ brand guidelines to establish a seamless scheduling experience. Focused on accessibility and simplicity to ensure ease of use for a wide range of users. Worked within an accelerated timeline to meet urgent public health needs.
