Prescription Delivery Bundling
Role: Senior Product Designer, Walgreens
Duration: 3 months to market
We launched an MVP to enable order bundling, allowing patients to consolidate multiple prescriptions into a single shipment. This approach minimized per-order fees and optimized logistics during a critical transition for the digital pharmacy.
RESULTS
Estimated $1.6M in savings for the company and another estimated$2.7M for patients. Reduction in HIPAA compliant bags used fordelivery and increased volume of prescription deliveries.
Setting the stage
Executive Summary
During the Covid-19 pandemic, Walgreens suspended its delivery fees associated to retail and pharmacy orders. As the shelter-in-place came to an end the company needed to reintroduce prescription delivery fees. Our team needed to quickly test an MVP to enable patients to bundle multiple prescriptions into a single delivery order, reducing the potential for multiple delivery fees.
Using past research analysis, the team developed an MVP experience, incorporating the functionality to bundle prescription orders to handle multiple scenarios. The final design iteration most closely aligned with patient expectations to bundle all 'Ready' prescriptions into a single delivery with one fee.
Delivery Bundling & Onboarding | Mobile App
Problem statements & goals
User problems
Patients, especially those managing chronic conditions, had no easy way to bundle multiple prescriptions for delivery. This made delivery feel slow, stressful, and inefficient, positioning it as a last-resort option rather than a convenient alternative to pharmacy pickup. As a result, adoption and satisfaction lagged.
Business challenges
Unbundled deliveries increased operational costs through multiple shipments, excess packaging, and higher customer service volume. At the same time, the business needed to reintroduce delivery fees, making it critical for delivery to clearly demonstrate value. Fragmented experiences eroded trust in digital pharmacy and limited delivery’s scalability as an everyday service.
Technical constraints
Prescription bundling was constrained by pricing adjudication, inventory availability, delivery eligibility rules, and asynchronous prescription processing within a single order. Prescriptions completing at different times made automatic bundling difficult without introducing delays, requiring eligibility logic, cutoff rules, and clear patient communication to reduced friction.
Process
The UX process for order management validated feasibility early, then iteratively designed clear, script‑level experiences that aligned with user mental models and system constraints. New pages were built using the design system to ensure scalability, consistency, and faster iteration across web and app.
Discoveyr & Design
Concept Testing
Ahead of the formal research, the design team explored concepts around three core order management scenarios: Initial bundling, Adding to a bundle, and splitting a bundle.
Over two days, we conducted qualitative research with 10 App and Web participants. Because the survey was qualitative with a focus on understanding patient mental models and desired levels of flexibility, the team used mid-fidelity wireframes to anchor feedback on intent and expectations rather than detailed interaction mechanics.
Scenarios
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Rx order bundling
- Combining multiple, separate Rx orders into one delivery
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Rx order appending
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Adding a ready for pickup Rx to an existing delivery
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Rx order splitting
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Removing a delayed Rx from a delivery with multiple scripts
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Objectives
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Understand how people want to handle different Rx order management scenarios and how much flexibility
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Understand the value of Rx order management
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Understand what information people would want about their Rx order
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Understand where people would go to manage their Rx order
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Gather feedback and build off design concepts
Scenario 3: Splitting a bundle
Imagine that your delivery is delayed because [drug name] is waiting on insurance approval. However, you really needed [other drug name] by today so you now want to switch that one to get picked up at the store but you’re fine with keeping the rest for delivery.
Scenario 1: Creating a bundle
Imagine that you have 3 different prescriptions. 2 of them were called in from different doctors and 1 of them was refilled in a different manor . You want to get all of these prescriptions delivered together in one order so that you only have to pay one delivery fee instead of 3 separate fees.
Scenario 2: Add to a bundle
Imagine that after placing that delivery order, you realized you forgot to get John’s [drug name] delivered too and you want to add his prescription onto your delivery order.
Conclusion
Results
↑1.5x
Lift in conversions of prescription ready for pickup to delivery.
$2.7M
Estimated annual savings in delivery fees for patients.
$1.6M
Estimated annual savings in operating cost for the business
Outcomes
Hours of saved time & cost for teams
This was achieved by creating prototypes and design rigor that validated the MVP direction early, grounding decisions in focused research and a clear design strategy that reduced risk, accelerated alignment, and enabled teams to build faster with less iteration and cost.
Improved product scalability
Establish a reusable, design‑system‑driven pattern for delivery bundle that could support future delivery, refill, and fulfillment enhancements across app, mobile web and desktop
MVP Usability Testing
The UX process for order management validated feasibility early, then iteratively designed clear, script‑level experiences that aligned with user mental models and system constraints. New pages were built using the design system to ensure scalability, consistency, and faster iteration across web and app.
Objectives
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Assess the order management MVP usability
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Test for understandability flow order, copy and design enhancements
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Test clarity of order status and logistics in different order management scenarios
Scenarios
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“Deliver my Rx” from landing page – Happy Path
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3 prescriptions in 2 orders are eligible for delivery — use CTA to bundle and deliver
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‘Get it Delivered’ from status page
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3 prescriptions in 2 orders are eligible for delivery — use button on order status screen
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Rx Delayed, unable to deliver
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One prescription in an order is delayed
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Rx ineligible for same-day delivery
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One prescription is ineligible for same-day delivery, preventing same day delivery
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Delivering prescriptions filled at multiple locations
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Prescriptions were filled at multiple locations
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“Deliver my Rx” from landing page
Imagine that after placing that delivery order, you realized you forgot to get John’s [drug name] delivered too and you want to add his prescription onto your delivery order.
Rx ineligible for same-day delivery
Imagine that after placing that delivery order, you realized you forgot to get John’s [drug name] delivered too and you want to add his prescription onto your delivery order.
Delivering prescriptions filled at multiple locations
Imagine that after placing that delivery order, you realized you forgot to get John’s [drug name] delivered too and you want to add his prescription onto your delivery order.