Walgreens COVID-19 Testing

Project Context

Since COVID-19 symptoms are very similar to the flu, Walgreens is able to provide a COVID-19 test and a flu test for a patient at the same time. Walgreens business team would like our design team to come out a design to upsell the flu test on the COVID-19 scheduler landing page.

ROLE

‍Product Designer

TIME

Approximately 3 months

TEAMMATE

UX Designers / Product Managers / Software Engineers / Marketing Designer / Research Team / Copywriter

Challenge

Flu shot upselling involves many constraints

Constraints encompass various aspects, such as limitations in medical technology for COVID and flu shot usage. For instance, COVID-19 Rapid Antigen tests cannot be conducted simultaneously with flu tests. Additionally, certain insurance coverage may not apply to specific patient conditions due to agreements between Walgreens, government entities, and insurance companies.

Stakeholders from different teams with different needs

This project involves many stakeholders with diverse backgrounds, including business strategists, marketing graphic designers, pharmacists, and others. They have different needs and requirements for these new features. Additionally, the teams hope to improve the design to address the problems identified in previous research.

Problem Statement

Analysis

Key Requirements / Constraints for designing new features

Medical

COVID-19 Rapid Antigen can’t test together with flu test
Different test types have different times for results

Insurance

Flu test can only be selected with COVID-19 test
Voucher patients are not available for flu test
Uninsured patients are not eligible for a COVID-19 + flu PCR test

Operation

Not every store has availability for flu test and and certain covid test type

Business

Increase the visibility of the COVID + flu test to encourage more people to notice it and book appointments
Tight deadline

Problems from previous research / insights

Most of Users (73%) missed the marketing page and land on the testing scheduler page

Because user are doing Google search keyword instead of going to Walgreens page so users didn’t see important information, such as the test options for different purposes, potential cost, test types, etc…

Nearly half (50%) missed the blue box about potential costs; those who noticed it did not consistently understand it

Many participants brought up payment on their own during the session relaying that someone has to pay for this health service—whether that is the federal government or an insurance plan.

Only a small percentage of patients are paying cash, from patients not meeting medical necessity.

“This is something I would probably just close out of right away.”—NC-based participant

Upsell PCR at-home collection kit banner disturbs the flow

We can’t remove the banner directly because At-home testing is the most common form of recent testing based on the data we collected. However, most users feel confused about the PCR at-home kit banner in the middle of the in-person testing schedule page.

Filter on top is very similar to the selection menu on the bottom which confused the users

Due to the engineer limitation, we can change the design totally. How to adjust the design elements to make user feel less confusing is important.

Most user felt shocked when they saw the flu testing information question later of the flow.

During the user interview, users said they meeds key information about flu testing and treatment, such as cost and eligibility so they can make an informed decision

Original Task Flow

First Approach - Banner

Iteration

Final Choice

Second Approach - Flu Test Opt In Filter Section

Old Landing Page

Iteration 1

Iteration 2

Top filter

Here we give users fewer choices, so it makes logic simpler
We don’t mention the result time under the flu test so Walgreens team member have flexibility to give patients rapid flu or PCR flu based on store availability and patients’ need

Bottom selection

Pros:

Users can confirm their choice here.

Cons:

Top filter is similar to bottom selection. It easily confuses users.
Filters already include an add-on flu test. Allowing users to select again is redundant.

Iteration3

Reasons for the decision of bottom selection:

Users may still not be eligible for the flu test later.
Users can still opt-out flu test in the later flow of scheduling.
We also conducted quick survey research with users and most of them understand that they select flu on the top means they opt-in to the flu test.

Research and Finding

Those completing tasks with the toggle design did express a greater degree of certainty about what COVID tests they might pair. By contrast, those completing tasks with the check-box design found it easier to understand eligibility—again due to the text underneath the option which led them to read what was under all the checkboxes.

Third Approach - Minimize the at-home kit banner and move it to the bottom.

Final Design

Before

After

Landing Page: happy path selecting

No store available within distance

Select flu test without selecting COVID-19 test

Voucher alert: Flu test unavailable

Voucher alert: Rapid antigen test unavailable

Final Impact

Users notice the flu test option at Walgreens and able to know the eligibility
From the previous research, users would be surprised they could do a flu test near the end of the flow. The updated design attracts more users to notice the option.
More people book Covid and flu testing
Within one month of launching the flu testing feature and updating the design, the completion rate of the testing scheduler landing page and end-to-end testing scheduler site increased by 2%
Users won’t feel confused about OTC collection kit in the middle of the landing pageFrom the original research,
From the previous research, users feel so confused why there are two section above and below the test filter.