Manage an Online Pharmacy Account (Broad Market)
Market: Family healthcare managers
Scenario: A 42-year-old pharmacy customer frequently logs into their online pharmacy account to manage prescriptions, update personal details, and adjust communication preferences. They often face minor difficulties with navigation, login methods, and understanding instructions for making updates.
Average Difficulty: Mild (max difficulty scores are below 20% across most steps)
17 Outcomes 0% to 6% Difficulty
Research Insights
The research reveals that pharmacy customers encounter minimal difficulties when managing their online accounts. The recorded difficulties are notably the lowest in two years, typically ranging from 1-6%. The study aims to preemptively address any potential issues in navigation, login processes, and instructions for updates to ensure a seamless user experience.
Job Steps
1. Log in to my retail pharmacy account
2. Locate the section of my retail pharmacy account that I need to access
3. Check personal details (address, phone, prescriptions)
4. Make updates, edits, and/or changes to the section if needed
5. Save any changes made
6. Log out of my account, or exit the app
Themes Identified
- Ease of Updating and Managing Account Information: Decreasing time for updates, improving instructions, enhancing autofill capabilities, and simplifying communication preference changes.
- Ease of Logging In: Reducing login time using various methods (password managers, face ID, saved credentials) and minimizing website hang-ups.
- Ease of Exiting and Navigating the App: Improving navigation to account sections, enhancing personal detail checks, and simplifying the log-out process.
Recommendations
- Enhance autofill capabilities to streamline updates and changes.
- Improve the quality and clarity of instructional guides for making updates and navigating the app.
- Optimize login processes, focusing on face ID and reducing website hang-ups.
- Simplify the app's navigation to help users quickly locate sections and perform tasks.
- Reduce app load times to improve overall performance during critical actions.
Cautions
- Avoid focusing on password manager login time, as it is not a significant issue for users.
- Do not prioritize improving browser-saved credentials login time, which also shows minimal difficulty.
- Refrain from enhancing login on smartphones, as users did not report substantial difficulties.
- General navigation ease improvements should be deprioritized, as it already has low difficulty.
- Enhancing the ease of exiting the app via the browser window should not be a focus, given the low difficulty reported.
Outcomes
The difficulty percentages below represent the proportion of the market that finds this outcome difficult to achieve.
| Difficulty | Outcome |
|---|---|
| 6% | Decrease the time it takes to update your account info when life changes occur |
| 5% | Decrease the time it takes to make updates/edits/changes |
| 5% | Increase the ease of making updates/edits/changes using autofill |
| 5% | Decrease the need to log out or exit the app |
| 4% | Increase the ease of making changes to my communication/notification [email, text, phone] preferences or settings |
| 4% | Decrease the time it takes to log in using face ID |
| 3% | Decrease the frequency of the website hanging when logging in |
| 2% | Increase the quality of instructions for making updates/edits/changes |
| 2% | Increase the ease of knowing which section I need to click on in account |
| 2% | Increase the amount of security |
| 2% | Increase the ease of updating your password |
| 1% | Increase the ease of checking personal details |
| 1% | Increase the ease of exiting the app by just closing the browser window |
| 1% | Increase the ease of saving updates/edits/changes |
| 0% | Decrease the time it takes to log in by having credentials saved in the browser |
| 0% | Increase the ease of navigating to account |
| 0% | Decrease the time it takes to log in on a smartphone |
