Pharmacy Associate Tool · 2023–2024

RxToGo Product Suite

An end-to-end associate tool for dispensing pharmacy orders — reducing delivery dispense time by 55% while automating 40% of checkout processes for seamless prescription fulfillment.

RxToGo Product Suite — cover showing the pharmacy fulfillment interface
Timeline
2023 – 2024
Role
Senior Product Designer
Impact
800+ orders fulfilled · 92% satisfaction
Business Challenge

Time consuming process impacted on-site duties

Amy, a Sam's Club pharmacy technician, spent most of her time addressing customers beyond fulfilling orders. The overwhelming process of dispensing prescriptions for delivery orders led to human errors and business disruption.

The Core Question

How might we assist pharmacy associates to recognize and schedule delivery orders within the existing platform?

90d
Refills preferred by focused customer segment
21%
Customers not enrolled on auto refill updates
37%
Customers 55+ and mostly non-tech savvy
46%
Pharmacy revenue from delivery-preferred customers
1
Lack of transparency and multiple levels of interaction in legacy system
2
GoLocal third-party application not easily accessible for associates
3
Numerous back-and-forth movements between hardware and applications
User Research

Mapping the InClub order fulfillment journey

Documented the complete delivery order process from creation through fulfillment, identifying key friction points across three major stages involving pharmacy technicians and pharmacists.

1
Create Order
Technicians select and review orders for delivery using the legacy Connexus application
2
Fulfill RX Order
Scan items, fill orders manually, print labels, and drop bags in Will Call rack
3
Schedule Payment
Pharmacist verifies order, schedules payment via GoLocal, completes checkout on TC53
Time-Intensive Process
Average dispense time of 10 - 15 minutes per order with 18 steps across hardware and applications.
Dual User Handoff
Technicians and pharmacists had disconnected workflows, requiring manual coordination for verification and payment.
Hardware Fragmentation
Associates switched between desktop and TC53 handheld devices, causing context loss and inefficiency.
Error-Prone Legacy
Manual label printing, stock checks, and bag scanning across disconnected systems increased human error rates.
User journey map showing the InClub order fulfillment process
Research artifact documenting pharmacy workflow findings
Solution Overview

Integrated web & mobile product suite

Designed a cohesive two-part system - Order Maintenance web app for order management and a Checkout mobile app for in-store fulfillment-unifying workflows.

Web App
RxToGo Order Maintenance
Centralized order management dashboard replacing fragmented legacy tools for pharmacists and technicians.
Result: Single source of truth for all delivery orders with real-time status tracking
Mobile App
RxToGo Checkout
Handheld TC53 app streamlining the on-floor checkout and scanning workflow for pharmacy associates.
Result: 40% of checkout process automated with guided step-by-step fulfillment
Automation
Process Streamlining
Reduced 6 steps from the overall 18-step delivery dispense process through intelligent automation.
Result: Average time reduced from 10–15 min to 5–7 min per order
Integration
GoLocal & Connexus Bridge
Third-party GoLocal application was inaccessible; Connexus required manual context-switching.
Result: Unified interface bridging payment scheduling and order verification
RxToGo solution screen showing the integrated web and mobile product suite

Order Maintenance web app for pharmacy order management

Checkout mobile app for in-store prescription fulfillment

Impact

Measurable outcomes delivered

Quantifiable improvements across associate efficiency, customer satisfaction, and operational workflows through integrated web and mobile solutions.

55%
Reduction in delivery dispense time
800+
Orders fulfilled successfully in Q4 2023
84%
Customers comfortable with delivery
92%
Associates prefer this portal
5-7m
Average time vs earlier 10–15 min
40%
Checkout process automated
Process Efficiency
Reduced 6 steps from overall 18-step delivery dispense process. MVP delivery checkout workflow was time-efficient, allowing associates to focus on in-store customers.
Future Expansion
Explored expedited counter pickup and curbside opportunities through vision workshops. Dynamic checkout product enabled quick turnaround for other dispensing methods.
Key Takeaways

Lessons gained from the journey

Insights on collaboration, research foundations, and product language that shaped the design process and outcomes.

1
Transparency & Communication
Each partner has unique approaches. Maintaining transparency throughout product development proved beneficial for cross-functional alignment.
2
Research Foundation
Set a strong foundation through research and connect the dots of the process to justify product requirements with stakeholders and engineering teams.
3
Product Language
Resonating the product's language with field associates is important. Setting the right tone throughout their journey can alleviate chances of making errors.
MVP Approach Success
Time constraints led to smart prioritization. Focused on primary workflow enabled rapid delivery while maintaining quality and gathering feedback for future iterations.
System Integration
Leveraging existing platforms (Connexus, Walmart Mail Order app) provided familiar touchpoints while introducing improved workflows and modern design patterns.

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