We partnered with a major pharmacy provider to create a unified ecosystem following multiple acquisitions, addressing their fragmented portfolio of pharmacy services, retail offerings, and emerging health services. Our approach began with stakeholder interviews and existing research analysis, generating 25 future state concepts that were prioritized through customer surveys and stakeholder workshops using our custom evaluation framework.

Working through the complexity of coordinating multiple stakeholder teams with competing priorities, we mapped service touchpoints across all three business divisions spanning both digital and physical environments. This mapping process revealed significant complexity, prompting us to simplify the current state before strategically integrating priority concepts into a cohesive vision.

Our delivered blueprint systematically defined the current experience, identified key opportunities, and detailed prioritized concepts forming the foundation for the future ecosystem. The final deliverable carefully mapped dependencies on existing systems while identifying where new capabilities would need to be developed—creating a roadmap that balanced customer needs with organizational constraints to enable a more connected pharmacy experience.

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