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Exploring the concept of non-monetary benefits

This Value Added Benefits survey required collaboration with the CTO, Product Strategy, and product on research to define a new concept of non-monetary benefits for customers.

Multi-location foundational research

Understanding multi-location operating and ordering models supported product and design across onboarding and purchasing teams by running foundational research on multi-location customers to inform design and product functionality that would supports this cohort in Allē for Business and improve the overall CX of customers who are growing their businesses.

Provider onboarding foundational research

Understanding the new provider onboarding experience established baseline satisfaction and effort feedback for new customers with the goal of informing design, product, and operational direction in the upcoming self-service onboarding model.

Pricing & purchasing foundational research

Unpacking providers’ pricing & purchasing experience provided insights from which product and design strategized the updated purchasing CX in Allē for Business, while fueling the Finance Strategy team’s experiments with the pricing model.

New provider onboarding survey

The New provider onboarding survey was a rolling research effort that regularly collected feedback from net-new customer to understand their experience getting started. Results informed design, product, and operational direction for the new self-service onboarding CX.

Validating the self-service onboarding CX

Usability testing the self-service onboarding experience was primarily intended to solidify the digital experience of getting started with Allergan Aesthetics. Foundational onboarding UXR and the recurring new provider onboarding survey was used to create the prototypes tested.

Democratization of UX Research

The SOP and templates created intended to scale the research function at AA-Tech by providing documentation for designers to conduct research without the full-time support of researchers.  The goal was to make available a process that allows Design direct access to customer feedback while maintaining the rigorous research practices the UX Researcher team had established.

Amazon Pharmacy (AP) Beta

This beta served as a controlled launch to validate whether customers could seamlessly sign up, transfer, and manage prescriptions on Amazon while maintaining trust in safety, privacy, and affordability. It provided critical insights into bugs, usability, and service gaps, allowing the team to refine the CX before scaling to a national audience.

Multi-method research studying the purchase CX

Evaluating the Amazon Pharmacy (AP) purchase experience was conducted 2+ years post launch and supported multiple efforts tied to the AP 2.0 Vision. Triangulating business intelligence (BI) data, customer sentiment scores, and insights from testing new prototypes, this study aimed to better understand customers’ core needs as they related to a seamless pharmacy purchase experience.

Understanding the experience of signing up dependents

Usability testing the dependent sign-up CX intended to validated a net-new feature that would allow a guardian or caregiver sign up their dependent. The prototypes tested were informed by foundational customer interviews conducted with caregivers.

Testing multi-page landing pages

Prospective customers navigated a clickable prototype of the future multi-page landing page and were asked questions around their needs, impressions, understandings, and expectations. Learnings from this research informed design and messaging direction for all landing pages and various marketing materials (digital & physical). Feedback on language, usability, and overall perception of the brand was leveraged to strategize a path to increase conversion to Amazon Pharmacy.

Rx coupons within Amazon Pharmacy

The Rx coupon preference test evaluated two experiences of discovering, understanding, and applying a prescription coupon within AP. Findings solidify design direction and strategized the product roadmap for desired advanced features.

Audience segmentation

This was PillPack’s first in-house foundational research, aimed at understanding who the customers really were—and why they chose PillPack. The resulting segmentation shaped brand strategy, inspired the first national ad campaign, and sparked new ways to build empathy across the company.

Packet usability

Shipping packets is the core of the PillPack business. To scale and adequately meet growing demand, the company was toward new packaging technology. While the operations team was working tirelessly to lock customers to one experience, the process of flipping customers to a new machine is unavoidable. This usability study surfaced how customers might interpret varying directions on packets.

Empathy initiatives

Quarterly Customer Connections was a campaign created to bring in one customer to interview in front of a live, internal audience. The inaugural event invited a caregiver into our main fulfillment center at the time. I interviewed her as she shared her journey caring for her mother battling Alzheimer’s Disease. The session was streamed across locations and shared with team members all across the country.

The Empathy Toolkits were created to build and foster customer empathy through a hands-on kit that simulated life managing multiple chronic prescriptions. Learn more about it here