Walgreens Prescriptions ~ AI Redesign
Case study & text analysis, and generative AI redesign, using Google's Stitch
Adjusted Wireframes
Role
Sole UX/UI Design + Primary Researcher
Timeline
1 month, September 2026
Tools
Altas Ti, Stich Ai, Canva, Zoom Workspace
Product Brief: II revamped the prescription delivery experience for Walgreens, focusing heavily on empathetic UX copy and transparent marketing language to guide users. This project showcased a broad range of skills across user experience design, strategy, and content creation.
I also used Stitch AI to generate targeted UI images based directly on insights from user audits and usability testing, ensuring the final designs effectively resolved real customer pain points.
Meaninful Change: I redefined the UX copy direction for the Walgreens app to establish clear, honest communication when prescription delivery isn't an option. By prioritizing transparency and offering alternative support resources, I crafted a supportive user journey that transforms potential frustration into lasting user trust.
Project Origins: I chose to take on this independent project after witnessing a disabled family member struggle firsthand with the Walgreens prescription delivery process. That personal experience inspired me to completely redesign the user journey,
Why does the UI matter?
Examine the pain point on the right and the following solution on the left to reflect on this question.
Pain Point #1
Upon first glance, the language implies a guarantee by assuring customers that prescriptions can be delivered, effectively marketing a convenience.
More on issue?
Current Screen Shot
⬅️ evasive text
The marketing language is so vague that customers may fail to consider a reality where their prescriptions are not deliverable. It continues to sell them a convenience that may not necessarily apply to them.
Key Solution
Hover solution!
Pain Point #2
False expectations and narratives of delivery are reinforced throughout support pages, causing user confusion and possible consumer entrapment.
More on issue?
Current Screen Shot
Clicking "See more delivery options" on the homepage triggers a panel that lists three delivery choices, again without disclosing that delivery might be completely unavailable.
Furthermore, labeling only the faster tiers with "(eligible Rx only)" creates a false expectation. It leads users to incorrectly assume that their absolute worst-case scenario is simply waiting 5-10 days for standard shipping, rather than discovering later that delivery isn't an option at all.
Key Solution
Hover solution!
Pain Point #3
The application presents inaccurate information and fails to take accountability during critical failures, leaving customers to navigate conflicting and misleading communications.
More on issue?
Current Screen Shot
In a undeliverable scneario, the app never explicitly tells the customer that their prescription is ineligible. Instead of being transparent about the limitation, the page silently skips delivery and only shows pickup choices.
Without an upfront explanation, users are left guessing why delivery disappeared, turning what should be a simple process into a frustrating experience.
Key Solution
Hover solution!
Pain Point #4
The current message offers no practical value or resolution, stranding users without a way forward.
More on issue?
Current Screen Shot
The notification outlines delivery ineligibility under the assumption that these terms were previously disclosed.
Crucially, it fails to provide an actionable recovery path, creating a dead-end experience that leaves the user blocked.
Key Solution
Hover solution!
How do I know what my users need?
Explore the research methods I used and the key insights gathered during each phase of my process.
Methods Useds: Content Audit, Text Analysis
Takeaways
A comprehensive Content Audit and Text Analysis revealed that the original marketing messaging heavily relied on indirect promises that users could easily misinterpret as guaranteed delivery. When an order wasn't eligible, the app left users stranded with confusing, evasive language and no UI options.
Preliminary Process
Methods Used: Zoom interviews, 45 minutes, 5 participants, timed tasks.
Takeaways
Zoom usability interviews—conducted over 45 minutes with five participants—revealed that vague delivery denials left users feeling stranded and misled by the initial marketing language. Furthermore, user feedback highlighted how these dead ends disproportionately impacted individuals with disabilities, driving a strategic interface redesign tailored to prioritize empathy, transparent communication, and accessible support paths.
Usability Testing
Examine the client persona, Richie, to discover an important user perspective that shaped the redesign.
User Description: The Basketball Dad
Meet Richie🏀
The user persona is intentionally abstracted to protect privacy and focus on behavioral and contextual insights rather than identifiable details.
Methods Used: Interaction Design, Wire framing, Stitch Ai redesign, comparative Usability Testing
Takeaways
Applying Interaction Design principles, I set out to resolve the anxiety and confusion users faced during the original delivery flow. I mapped out the new logic through wire framing and utilized Stitch AI to translate those layouts into high-fidelity designs. My process included:
Wireframing for Empathy: I restructured the interaction design to remove dead ends, ensuring users were met with transparent explanations and three actionable troubleshooting paths.
High-Fidelity via Stitch AI: Addressing user concerns about clarity and accessibility, I used Stitch AI to translate my wireframes into polished, high-fidelity screens that put support resources front and center.
Comparative Usability Testing: I tested the new high-fidelity prototypes against the original Walgreens app, validating that the updated UX copy and alternative solutions successfully restored user trust.
Generative Ai & Prototyping
By introducing actionable troubleshooting options and repositioning in-store pickup as a fallback, the task completion rate for users successfully finding an alternative delivery solution increased by 65%
By introducing clear steps to learn how to become eligible for prescription delivery , the average time it took users to understand their delivery eligibility increased by 80%.
Shifting to empathetic UX copy and removing indirect delivery promises, perceived user trust and clarity scores—measured during post-task usability interviews—improved by 90% when compared to the original Walgreens interface.
Final Metrics