We looked for deep insights across COTs to help drive to a more unified customer experience. Created a strategic framework, including the foundational customer need to be timeless—transcending individual tactics and technology. Generated over 1,000 ideas, vetted against customer and business priorities, to ensure the target-state experience is valuable and adaptable to change. Our framework consisted of three phases.

Insight Phase: 71 Stakeholder Interviews, 62 Ethnography Interviews, 10+ Tech Stakeholder interviews, 8 Personas, 5 Experience Maps, Customer, Culture, Category & Competition research.

Idea Phase: 4 Prioritized Opportunity Areas, 4 Deep Dive Work Sessions (Pricing, Fulfillment, Customer Service and Overall Experience), 1000+ Ideas generated, Strategic Framework Draft, Target State Narratives.

Impact Phase: Final Strategic Framework, Digital Transformation & Enablement Roadmap, High-level Team Structure Recommendation, Inputs into Cardinal Health’s business case, Design System Toolkit, Target State, Experience Narrative, Clickable Prototype including 46 interfaces

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The redesigned Order Express experience has yielded significant results, including improved productivity for community pharmacists due to streamlined features and a user-friendly interface. This enhancement has also fostered increased loyalty among pharmacy customers, who appreciate the personalized features and simplified ordering process.

Additionally, the product redesign has led to noticeable increases in purchase increments, as pharmacists can now make more informed decisions with real-time access to product information. The platform's improved functionality has resulted in reduced call center volume, as pharmacists can navigate independently.

Furthermore, the introduction of new features has opened up new revenue streams for the company, such as premium subscription packages or access to exclusive product offerings, providing added value to pharmacy customers.