Rx Express Pickup
Platforms: native, web, and operations
Timeframe: 2024-25
Role: I co-designed during the ideation phase with a Senior Service Designer, and then served as the primary Product Designer to complete the user interface.
High prescription demand is creating a bottleneck at stores. Customers are facing long wait times at the pharmacy counter.
Manage Pharmacy profiles
Feature: Profile management
Platforms: native and web
Timeframe: 2023
Role: I served as the primary designer leading the project. I worked with our product owner and product manager to define technical requirements and worked through to QA with engineers.
Brandi A.
Feb 18, 2020
“One hour wait at the drive-thru at 4:45pm. This is just unacceptable! They really need to increase the staff especially during the flu season. “
Seth M.
Jan 29, 2023
“I switched to HEB from CVS due to the additional hours that they are open... apparently so did all of Kyle because that additional time that they are open will be how long you will wait in line.”
Anonymous
June 26, 2025
“So that made it for a cluster of cars waiting for like 7 spots. So the people going to the pharmacy were honking at me because I was waiting for a spot to free up. Horrible.”
Anthony K.
Nov 23, 2022
“Wow, 12 people working in here. Very long lines, almost every time I’ve visited here.”
Curbside check-in?
Staging area behind the counter for medications about to be picked up?
Pickup codes for in-store prepaid pickup lanes and drive thru?
How can digital tools and operations relieve the burden of long lines off of both employees and customers?
Drive-thru check-in?
Signature and legal acknowledgment in advance of pickup?
prepaid pickup lanes in some drive-thrus?
Geofencing?
Risk matrix and risk mitigation
I created a template to facilitate productive conversations with business stakeholders. It helped them understand the risks of our various concepts and how to minimize them. This helped us to home in on a low-risk and high-reward phase 1 of the project.
Phase 1
We identified the correct balance between ease of technical build, improvement to employee workflow, and delight for customers in our first release by targeting signature in app and a generated pickup code to be used during store pickup.
Other concepts were pushed to future phases once we have technology upgrades and budget. This includes geofencing integration, and more buy-in from the business to add store signage.
Signature and legal acknowledgment in advance of pickup
Pickup codes for in-store prepaid pickup lanes
Pickup codes for drive thru lanes
Concept Validation User Testing
Structure: Moderated interviews with H-E-B Pharmacy customers using concept sketches.
Executive summary: Initially, customers were skeptical that the prepaid prescription pick up feature would save them time. Their perceptions changed after they walked through the process using the concept sketches. Some customers were unsure if the prepaid Rx process in drive-thru would work as well as in-store. This will need to be monitored during the pilot store launch.
Findings and Opportunities
Finding 1
Customers believe feature saves time at pick up.
Customers believe a dedicated line would help separating prepaid customer from those who haven’t prepaid.
Drive through customers are unsure if prepaid rx pick up experience would improve long wait line for limited drive through lane.
“It's like when you go to amusement parks and people pay for the regular versus faster pass. You don't even have to pay extra. You're just paying for the medication online, which gives you faster pickup.”
Anonymous
Female
Finding 2
Customers feel safe using code to pick up orders.
Both in store and drive through customers feel safer using code than sharing personal information for pick up.
Customers have different expectation using bar code and numeric code, some expect both codes are required for pick up, while some assume either code works.
“If I’m the one requesting refill, and I need to have code on my phone to pick it up. I trust it and feels safe to me. Nobody else is going to have it other than myself.”
Anonymous
Male
Finding 3
Customers feel confident that they will get the right order.
Customers are comfortable signing for prescription after prepay, even with different interpretation of signature purpose.
Customers think it’s easier to read code than say DOB, however, some are still not confident about verbal communication thru intercom (ie., dyslexic, accent, deep voice, background noise).
”Because I checked out the prescriptions that I wanted, and I feel like the code would develop what I had already ordered so I feel pretty confident that I should have the right prescriptions.”
Anonymous
Male
User Journey in Store
Store Operations Flow
User Experience Flow
High Fidelity Design
I create Detailed design handoff files in Figma. Work is annotated and documented for collaboration with engineers. I consult with engineers throughout development and perform visual quality assurance before public launch.
We serve an average of 45,000 unique weekly users on the checkout flow, generating over 1 million dollars in weekly digital revenue.
Signature
By signing while paying online, the user can bypass needing to use the point of sale terminal at the store.
Share Pickup Code
The scannable barcode allows family members to pick up the order on a customer’s behalf while still protecting their health information.
Launch Support
We take a regional approach to large feature launches, releasing features store-by-store. This gives us time to train store managers and update standard operating procedures behind the counter. We started in Central Texas, spreading outwards to our fringe regions.
The primary hurdles were marketing to customers the availability of the new feature and training all employees at the pharmacy in the new medication handoff procedures.
Reflection: Turmoil and Revisions
This project had complex back-and-forth between our team and the larger business as well as with legal/compliance. The format and placement of signature changed twice at the last minute due to contracts written with insurance which was frustrating and extended production timelines. This project was an exercise in rolling with the punches and staying flexible.
Rx Express Pickup
Platforms: native, web, and operations
Timeframe: 2024-25
Role: I co-designed during the ideation phase with a Senior Service Designer, and then served as the primary Product Designer to complete the user interface.
High prescription demand is creating a bottleneck at stores. Customers are facing long wait times at the pharmacy counter.
Brandi A.
Feb 18, 2020
“One hour wait at the drive-thru at 4:45pm. This is just unacceptable! They really need to increase the staff especially during the flu season. “
Seth M.
Jan 29, 2023
“I switched to HEB from CVS due to the additional hours that they are open... apparently so did all of Kyle because that additional time that they are open will be how long you will wait in line.”
Anonymous
June 26, 2025
“So that made it for a cluster of cars waiting for like 7 spots. So the people going to the pharmacy were honking at me because I was waiting for a spot to free up. Horrible.”
Anthony K.
Nov 23, 2022
“Wow, 12 people working in here. Very long lines, almost every time I’ve visited here.”
Curbside check-in?
Staging area behind the counter for medications about to be picked up?
Pickup codes for in-store prepaid pickup lanes and drive thru?
How can digital tools and operations relieve the burden of long lines off of both employees and customers?
Drive-thru check-in?
Signature and legal acknowledgment in advance of pickup?
prepaid pickup lanes in some drive-thrus?
Geofencing?
Risk Matrix and Risk Mitigation
I created a template to facilitate productive conversations with business stakeholders. It helped them understand the risks of our various concepts and how to minimize them. This helped us to home in on a low-risk and high-reward phase 1 of the project.
Phase 1
We identified the correct balance between ease of technical build, improvement to employee workflow, and delight for customers in our first release by targeting signature in app and a generated pickup code to be used during store pickup.
Other concepts were pushed to future phases once we have technology upgrades and budget. This includes geofencing integration, and more buy-in from the business to add store signage.
Signature and legal acknowledgment in advance of pickup
Pickup codes for in-store prepaid pickup lanes
Pickup codes for drive thru lanes
Concept Validation User Testing
Structure: Moderated interviews with H-E-B Pharmacy customers using concept sketches.
Executive summary: Initially, customers were skeptical that the prepaid prescription pick up feature would save them time. Their perceptions changed after they walked through the process using the concept sketches. Some customers were unsure if the prepaid Rx process in drive-thru would work as well as in-store. This will need to be monitored during the pilot store launch.
Findings and Opportunities
Finding 1
Customers believe feature saves time at pick up.
Customers believe a dedicated line would help separating prepaid customer from those who haven’t prepaid.
Drive through customers are unsure if prepaid rx pick up experience would improve long wait line for limited drive through lane.
“It's like when you go to amusement parks and people pay for the regular versus faster pass. You don't even have to pay extra. You're just paying for the medication online, which gives you faster pickup.”
Anonymous
Female
Finding 2
Customers feel safe using code to pick up orders.
Both in store and drive through customers feel safer using code than sharing personal information for pick up.
Customers have different expectation using bar code and numeric code, some expect both codes are required for pick up, while some assume either code works.
“If I’m the one requesting refill, and I need to have code on my phone to pick it up. I trust it and feels safe to me. Nobody else is going to have it other than myself.”
Anonymous
Male
Finding 3
Customers feel confident that they will get the right order.
Customers are comfortable signing for prescription after prepay, even with different interpretation of signature purpose.
Customers think it’s easier to read code than say DOB, however, some are still not confident about verbal communication thru intercom (ie., dyslexic, accent, deep voice, background noise).
”Because I checked out the prescriptions that I wanted, and I feel like the code would develop what I had already ordered so I feel pretty confident that I should have the right prescriptions.”
Anonymous
Male
User Journey in Store
Store Operations Flow
User Experience Flow
High Fidelity Design
I create Detailed design handoff files in Figma. Work is annotated and documented for collaboration with engineers. I consult with engineers throughout development and perform visual quality assurance before public launch.
We serve an average of 45,000 unique weekly users on the checkout flow, generating over 1 million dollars in weekly digital revenue.
Signature
By signing while paying online, the user can bypass needing to use the point of sale terminal at the store.
Share Pickup Code
The scannable barcode allows family members to pick up the order on a customer’s behalf while still protecting their health information.
Launch Support
We take a regional approach to large feature launches, releasing features store-by-store. This gives us time to train store managers and update standard operating procedures behind the counter. We started in Central Texas, spreading outwards to our fringe regions.
The primary hurdles were marketing to customers the availability of the new feature and training all employees at the pharmacy in the new medication handoff procedures.
Reflection: Turmoil and Revisions
This project had complex back-and-forth between our team and the larger business as well as with legal/compliance. The format and placement of signature changed twice at the last minute due to contracts written with insurance which was frustrating and extended production timelines. This project was an exercise in rolling with the punches and staying flexible.
Rx Express Pickup
Platforms: native, web, and store operations
Timeframe: 2024-25
Role: I co-designed during the ideation phase with a Senior Service Designer, and then served as the primary Product Designer to complete the user interface.
High prescription demand is creating a bottleneck at stores. Customers are facing long wait times at the pharmacy counter.
Manage Pharmacy profiles
Feature: Profile management
Platforms: native and web
Timeframe: 2023
Role: I served as the primary designer leading the project. I worked with our product owner and product manager to define technical requirements and worked through to QA with engineers.
Brandi A.
Feb 18, 2020
“One hour wait at the drive-thru at 4:45pm. This is just unacceptable! They really need to increase the staff especially during the flu season. “
Seth M.
Jan 29, 2023
“I switched to HEB from CVS due to the additional hours that they are open... apparently so did all of Kyle because that additional time that they are open will be how long you will wait in line.”
Anonymous
June 26, 2025
“So that made it for a cluster of cars waiting for like 7 spots. So the people going to the pharmacy were honking at me because I was waiting for a spot to free up. Horrible.”
Anthony K.
Nov 23, 2022
“Wow, 12 people working in here. Very long lines, almost every time I’ve visited here.”
Curbside check-in?
Staging area behind the counter for medications about to be picked up?
Pickup codes for in-store prepaid pickup lanes and drive thru?
How can digital tools and operations relieve the burden of long lines off of both employees and customers?
Drive-thru check-in?
Signature and legal acknowledgment in advance of pickup?
prepaid pickup lanes in some drive-thrus?
Geofencing?
Risk Matrix and Risk Mitigation
I created a template to facilitate productive conversations with business stakeholders. It helped them understand the risks of our various concepts and how to minimize them. This helped us to home in on a low-risk and high-reward phase 1 of the project.
Phase 1
We identified the correct balance between ease of technical build, improvement to employee workflow, and delight for customers in our first release by targeting signature in app and a generated pickup code to be used during store pickup.
Other concepts were pushed to future phases once we have technology upgrades and budget. This includes geofencing integration, and more buy-in from the business to add store signage.
Signature in advance of pickup
Pickup codes for in-store prepaid pickup lanes
Pickup codes for drive thru lanes
Concept Validation User Testing
Structure: Moderated interviews with H-E-B Pharmacy customers using concept sketches.
Executive summary: Initially, customers were skeptical that the prepaid prescription pick up feature would save them time. Their perceptions changed after they walked through the process using the concept sketches. Some customers were unsure if the prepaid Rx process in drive-thru would work as well as in-store. This will need to be monitored during the pilot store launch.
Findings and Opportunities
Finding 1
Customers believe this feature saves time at pick up.
Customers believe a dedicated line would help separating prepaid customer from those who haven’t prepaid.
Drive through customers are unsure if prepaid rx pick up experience would improve long wait line for limited drive through lane.
“It's like when you go to amusement parks and people pay for the regular versus faster pass. You don't even have to pay extra. You're just paying for the medication online, which gives you faster pickup.”
Anonymous
Female
Finding 2
Customers feel safe using a code to pick up orders.
Both in store and drive through customers feel safer using code than sharing personal information for pick up.
Customers have different expectation using bar code and numeric code, some expect both codes are required for pick up, while some assume either code works.
“If I’m the one requesting refill, and I need to have code on my phone to pick it up. I trust it and feels safe to me. Nobody else is going to have it other than myself.”
Anonymous
Male
Finding 3
Customers feel confident that they will get the right order.
Customers are comfortable signing for prescription after prepay, even with different interpretation of signature purpose.
Customers think it’s easier to read code than say DOB, however, some are still not confident about verbal communication thru intercom (ie., dyslexic, accent, deep voice, background noise).
”Because I checked out the prescriptions that I wanted, and I feel like the code would develop what I had already ordered so I feel pretty confident that I should have the right prescriptions.”
Anonymous
Male
User Journey in Store
Store Operations Flow
User Experience Flow
High Fidelity Design
I create Detailed design handoff files in Figma. Work is annotated and documented for collaboration with engineers. I consult with engineers throughout development and perform visual quality assurance before public launch.
We serve an average of 45,000 unique weekly users on the checkout flow, generating over 1 million dollars in weekly digital revenue.
Signature
By signing while paying online, the user can bypass needing to use the point of sale terminal at the store.
Share Pickup Code
The scannable barcode allows family members to pick up the order on a customer’s behalf while still protecting their health information.
Launch Support
We take a regional approach to large feature launches, releasing features store-by-store. This gives us time to train store managers and update standard operating procedures behind the counter. We started in Central Texas, spreading outwards to our fringe regions.
The primary hurdles were marketing to customers the availability of the new feature and training all employees at the pharmacy in the new medication handoff procedures.
Reflection: Turmoil and Revisions
This project had complex back-and-forth between our team and the larger business as well as with legal/compliance. The format and placement of signature changed twice at the last minute due to contracts written with insurance which was frustrating and extended production timelines. This project was an exercise in rolling with the punches and staying flexible.