A one stop shop for pharmacy techs
As part of Walmart’s Health & Wellness team, another senior designer and myself were tasked with leading the recreation of multiple pharmacy tools as Walmart updated decades-old technology in its 4,700 stores.
We used the opportunity to create a unified platform for pharmacy technicians to access all of their day-to-day tasks. Rx One can prioritize & automate incoming work for employees, empowering them with the tools they need to help patients.
Rx One began piloting in April of 2021. As of 2023, it has expanded to all US Walmart & Sam’s club pharmacies.
Walmart fills roughly 7.9 million prescriptions a week
Filling patient prescriptions is one of the single most important tasks in a pharmacy. We met with pharmacy technicians, pharmacists and quality assurance experts to understand how we could make this fast-paced job easier and safer for technicians.
Key results
Lowered cost for filling prescriptions
Decreased employee training time
Increased associate engagement & job satisfaction
Reduced customer wait time
Using the scanning feature of their handheld devices, technicians perform daily inventory at every pharmacy. We went through numerous rounds of interviews to ensure we located common pain points, such as needing tribal knowledge for drug locations or poor visibility into completed work.
Accurate inventory is paramount
Safe & intuitive returns process
One of the biggest points of frustration for technicians was returning prescriptions patients never pick up. This takes time and know how to complete safely. Most techs were no longer using the current application so they weren’t tracking which drugs were put back on the shelf, causing all sorts of issues. We went through several sessions of usability testing to ensure we were offering what they really wanted and needed to do their job. This included clear instructions and flexibility to choose what they would work on next.