Change Rx Pick Up Location Usabillity Testing
Overview
Summary
Conducting usability testing on a prescription pick up flow where the user has to change the location of their Rx pickup.
My Role
Lead Researcher
Responsibilities
Goal(s) setting | Script writing | Stakeholder reviews | Remote unmoderated test setup | Analysis | Report writing
Worked with
Designers | Product Owners | Pharmacy SMEs
Company
CVS Health
Artifacts created
Script / Discussion guide | Final report | Design recommendations
Tools
Figma | UserTesting.com | Word | PowerPoint
While working at CVS I was given the responsibility of leading the research on testing new designs that would facilitate users in changing their pharmacy Rx pick up location.
Designs from the Change Rx Location flow that was usability tested.
Goals
Our goals focused on:
- Validating the new design.
- Observing any pain points as the user interacted with the process.
- Observing how users understood the content.
- Observing if users were able to successfully find the pharmacy that would be able to fill their prescription the fastest.
Methodology and Recruitment
For this test, a total of 5 participants were recruited for unmoderated usability testing using an online remote testing platform.
Participants were screened for a number of different pharmacy and prescription related criteria including questions like:
How many prescriptions have you filled in the last 6 months?
- 0
- 1 - 2
- 3 - 4
- 5 - 6
- 7+
How do you obtain your prescriptions? Select all that apply.
- I receive prescriptions by mail.
- I pick up prescriptions from my local pharmacy store.
- Someone I trust usually picks up my prescriptions for me.
- Other
How have you previously transferred your prescriptions between pharmacies? Select all that apply.
- I have never transferred prescriptions between pharmacies
- I have transferred prescriptions between pharmacies by talking to a store associate over the phone.
- I have transferred prescriptions between pharmacies by going into the pharmacy.
- I have transferred prescriptions between pharmacies using the new pharmacy's website or app.
- Other
The Test
To start the study, participants were shown a text message notification about a delayed Rx refill along with a short scenario statement:
- Imagine today is "date". You currently take X medication and you’ve just received this notification.
Although the notification wasn’t a primary artifact to test it was still used to provide for a realistic starting point if a user were to actually encounter this situation.
From here, participants were tasked to follow the unmoderated prompts as they completed the test. Through the scenario, participants interacted with an experience where they had to change their pharmacy store location for Rx pickup due to a delay for when their Rx would be ready.
Some sample questions and prompts for participants as they interacted with the prototype were:
- What options do you have for resolving your order?
- You want to get your prescription ASAP. What do you think you would do next?
- Which pharmacy will provide you with your Rx the fastest? How do you know?
Outcomes
From this study we were able to uncover the pain points users had navigating the experience and understanding the content and purpose - specifically, did they understand that they wouldn’t be able to get their Rx at their normal pharmacy, what their options were to rectify the issue, and were they able to confidently act on one of the available options.
Interestingly, none of the participants were able to successfully select the pharmacy that would provide them with the quickest ready time even though users correctly identified ways to determine the pharmacy that had the fastest ready time. Realstically, participants commented on the different use cases between pharmacy distance they would have to travel vs. time taken for a pharmacy to be ready with a refill. In this scenario, context and level of urgency in needing the Rx wins in determining why a person may or may not go to the pharmacy with the fastest ready time and vice versa.
Design changes based on the insights and learnings from the test suggesting improvments in allowing users to quickly understand where they can find the pharmacy with the fastest prescription ready time.