Contenu connexe Similaire à HxRefactored - Walgreens - John Yesko Similaire à HxRefactored - Walgreens - John Yesko (20) Plus de HxRefactored (20) 5. ©2014 Walgreen Co. All rights reserved.
5
Friction:
Unnecessary barriers to customers
completing their tasks
6. 1. Launch
2. Scan
3. Done
Refill by Scan
We refill more than
one prescription
every second
via Refill by Scan
©2014 Walgreen Co. All rights reserved.
7. ©2014 Walgreen Co. All rights reserved.
7
“ That was so much fun…
I wish I had more
prescriptions to refill.”
User review, App Store
8. Kudos
©2014 Walgreen Co. All rights reserved.
8
Apple “Top App”
2012
Webby Awards
2011, 2013
Refill by Scan, Transfer by Scan
South by Southwest
Appy Awards 2013
Best Overall Retail App
Most Nominated Retailer
9. ©2014 Walgreen Co. All rights reserved.
9
“ Quit screwing with the website. Every time I log on, I have to look
someplace else to locate how to refill my prescriptions. Once there, I
have to hunt through ANOTHER new screen to order my scripts…
…I HATE using your website. It takes so much energy to order
prescriptions, that sometimes I just call the pharmacy instead of taking
time to order them online.
Have I said your website is a real pain in the ass to use?
My web designer for my 4 businesses uses your website to understand
what I want our websites to look NOTHING like. Love, [Name].”
Customer satisfaction survey comment
14. E-commerce model for refills
1. Log in
2. Select medication(s)
3. Add them to the cart
4. Go to the shopping cart
5.Select pickup or mail order
Select date, time and location
of refill
Review order
Submit order
Familiar, but
many steps
Can we predict which medications?
Do we need a “cart”?
Almost everyone picks up
Usually the same location as last time
Generally would like it ASAP
Probably got it right
17. Prescription refill reminders
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17
Reminder
Rigorously tested
refill reminders
against control:
• Email only
• Text only
• Email + text
PDC
(Proportion of
days covered)
= adherence
21. ©2014 Walgreen Co. All rights reserved.
21
Join Balance®
Rewards and
GET POINTS
FOR TAKING STEPS TOWARD
A HEALTHIER LIFE
*Restrictions apply. Due to state and federal laws, points cannot be earned on some items, and points will not be earned in a transaction where Store Credit or Redemption Dollars are used.
Limit 20 points per mile, 1000 points per month. Limit 20 points per log, one log per day. For terms and conditions, visit Walgreens.com/Balance.
REWARDfor 5,000 points*
$5
250
POINTS/FIRST GOAL
20
POINTS/MILE*
20
POINTS/LOG*
20
POINTS/MILE*
250
POINTS/DEVICE
SET FIRST HEALTHY GOAL
One-time reward per member.
WALKING
RUNNING
WEIGHT TRACKING
LINK A DEVICE/APPLICATION
One-time reward per device/application,
maximum 500 points per month.
SIGN UP TODAY! IT’S FREE.
Walgreens.com/Balance
Walk, run, track your weight or
set goals. Then, redeem your points
for dollars off future purchases.*
23. Connected consumers
©2014 Walgreen Co. All rights reserved.
23
“21% of US consumers use some form of
technology to track their health data, such as
a spreadsheet, website, app, or device.”
Pew Research
26. Incentives are just one tool
©2014 Walgreen Co. All rights reserved.
26
“ Fundamental behavior change
required a mix of incentives
and support.”
Engaging Consumers to Manage Health Care Demand
Health International, 2009, McKinsey & Co.
28. Incentives get results
©2014 Walgreen Co. All rights reserved.
28
Reductions in engaged members vs. average population
Source: Discovery Health
Cancers
Cardio-
vascular
diseases
Musculo-
skeletal
conditions
Cancers
Cardio-
vascular
diseases
Endocrine/
metabolic
diseases
Musculo-
skeletal
conditions
95%
90%
85%
80%
75%
Admission rates Costs per patient
Endocrine/
metabolic
diseases
