COVID-19 Testing - Walgreens
A testing experience that was designed and built within days to support Walgreens’ commitment to providing access to COVID-19 testing throughout the United States.
Launch date: 2020 (design to development, all in a 2-week period)
My role: lead User Experience Architect in charge of designing experience, working very closely with business and engineering to meet government, business and development constraints within such a tight timeframe.
How it started…
Simply put, the need for testing nationwide due to the pandemic.
With limited number of Walgreens locations offering testing back in April of 2020, and with testing available only to a select group, a screening questionnaire had to be completed prior to scheduling.
Design decision: with a limited number of testing centers available, informing users of available locations very early in the flow became imperative.
Design decision: scheduling was placed after screening questionnaire, as to only display to those deemed eligible.
How it evolved…
With more and more testing centers being added on a weekly basis, and with testing becoming available to all, the experience needed to mature.
Furthermore, multiple test types became available.
Updated design decision: improve findability of testing centers amongst wider array of options. This meant better ways of filtering by location on both the COVID-19 landing page and the scheduling flow.
Updated design decision: visually differentiate locations based on test type available. Allow user to filter and select location based on test type available.
Updated design decision: continue to support the screening questionnaire, only for purposes of gathering data per governmental requirements.
High-Level Customer Journey
Landing Page
An intro to COVID-19 Testing at Walgreens — with all the necessary information that continuously evolves based on new business requirements and governmental guidelines. Page includes information on cost, test types, locations, how it works, and more. It is the entry point into the experience.
Screening Questionnaire
A series of questions initially introduced to help determine if patient was eligible for testing.
While all visitors are now eligible for testing, questionnaire remains as a means to capture data, per governmental guidelines.
Scheduling Flow
Once the user has entered his personal information on a previous step, the user is required to enter their location (if not geo-targeted), select a testing location, select a test type, and lastly select a date and time for their appointment.
Selections are shown in said order, as all are dependent on the previous selection (for example, test type is dependent on location selected).
More on COVID-19 Testing…
Total number of visitors in 2020: 36.5 million
Total number of appointments scheduled in 2020: 4.3 million
Total number of administered tests as of October of 2021: 16 million