Find Care - Walgreens
Find Care is a digital health marketplace that connects users to a wide array of health services or providers, both online and in-store.
Launch date: 2018
My role: Product UX Lead in charge of owning and leading the customer experience from both a product and a design standpoint, managing the UX/UI roadmap and resources.
How it started…
A start-up-like concept that began with a handful of geo-located healthcare services.
Average of 155K visitors per week.
Design decision: with limited number of services available at the time, the decision was to display all available services on page, at once, positioning filters as secondary.
Design decision: included visuals to further help explain services that at the time, were still rather ambiguous to our users.
How it evolved…
With a growing number of healthcare providers available through Find Care, it became necessary to re-visit the overall experience.
Average of 5M visitors per week.
Updated design decision: with the increasing number of healthcare providers, users are now tasked with selecting a condition filter or category prior to viewing any relevant results.
Updated design decision: we eliminated visuals that were no longer sustainable, and focused instead on a design system or template that allows the business to easily and quickly upload new providers onto the site.
High-Level Customer Journey
Landing Page
Via walgreens.com homepage, main menu, marketing effort, or external search engine, the user arrives to Find Care’s landing page. The landing page was redesigned to include multiple ways for user to find the service that best applies to their needs - that includes search, browse or even a chatbot experience.
Category Page
A user who searches or browses by category or condition arrives to a Find Care category page, where relevant providers are listed in tiles or cards. Furthermore, content (e.g. articles and products) is surfaced to supplement the condition selected.
A user can choose to “learn more” about provider or offering, or they can begin to engage with provider, all directly from this view.
Provider Details Page
If a user chooses to learn more about a provider, an in-depth view is available. The details page includes descriptions, “commonly used for” conditions, pricing, FAQs, and in some cases, videos and articles.
More on Find Care…
As of 2021, Find Care saw an 80% growth since its 2018 launch (despite no sales team)
Webby Award honoree in Find Care’s 1st year
Virtual care availability - a core service of Find Care since launch - becomes an imperative offering during COVID-19 pandemic