Defining the future omnichannel ecosystem for pharmacy, retail and health services
Ocotober - December 2023
Client
Project challenge
After a number of acquisitions the pharmacy provider was looking to create continuity across their portfolio of pharmacy services, retail offering and ever growing heath services such as virtual health services. This project focused on defining and developing the end-to-end future state experience of the digital ecosystem touching on the experience of staff and customers. Across the both in person and online experiences.
Project approach
Our comprehensive approach began with stakeholder interviews to understand the current landscape, followed by an analysis of existing research and project findings. This foundation enabled us to generate 25 future state concepts that were subsequently prioritized through quantitative surveying of 1,200 customers. Simultaneously, we developed a robust evaluation framework incorporating desirability, feasibility, and viability metrics that stakeholders applied during collaborative workshops.
With insights from both customer preferences and stakeholder priorities, we mapped the complex service touchpoints across all three business divisions (Pharmacy, Health Services, and Retail) spanning both digital and physical environments. This ecosystem mapping revealed significant complexity, prompting us to first simplify the current state view before strategically integrating prioritized concepts into a cohesive future vision.
The project presented unique challenges including coordinating across multiple stakeholder teams with competing priorities and maintaining focus amid the broad scope. Additionally, stakeholders initially found it concerning that many needed improvements were already implemented by competitors, though this highlighted critical capability gaps necessary to achieve competitive parity.
Project outcomes and outputs
Our delivered blueprint systematically defined the current state experience, identified key opportunity areas, and detailed prioritized concepts that formed the foundation of the future state ecosystem. The final blueprint carefully mapped dependencies on existing systems while identifying where new technological capabilities would need to be developed to support the reimagined customer journey.
Digital Ecosystem Current State Urgent Health and Wellness Journey Map![]()
Workshop working board after staff workshop to assess desirability, feasibility and viability of future service attributes. We synthesized the outcomes to create the desired experience map.
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Initial feedback synthesis, before integrating into the journey map![]()
Overview on the ecosystem map development
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Client
US Pharmacy
Project challenge
After a number of acquisitions the pharmacy provider was looking to create continuity across their portfolio of pharmacy services, retail offering and ever growing heath services such as virtual health services. This project focused on defining and developing the end-to-end future state experience of the digital ecosystem touching on the experience of staff and customers. Across the both in person and online experiences.
Project approach
Our comprehensive approach began with stakeholder interviews to understand the current landscape, followed by an analysis of existing research and project findings. This foundation enabled us to generate 25 future state concepts that were subsequently prioritized through quantitative surveying of 1,200 customers. Simultaneously, we developed a robust evaluation framework incorporating desirability, feasibility, and viability metrics that stakeholders applied during collaborative workshops.
With insights from both customer preferences and stakeholder priorities, we mapped the complex service touchpoints across all three business divisions (Pharmacy, Health Services, and Retail) spanning both digital and physical environments. This ecosystem mapping revealed significant complexity, prompting us to first simplify the current state view before strategically integrating prioritized concepts into a cohesive future vision.
The project presented unique challenges including coordinating across multiple stakeholder teams with competing priorities and maintaining focus amid the broad scope. Additionally, stakeholders initially found it concerning that many needed improvements were already implemented by competitors, though this highlighted critical capability gaps necessary to achieve competitive parity.
Project outcomes and outputs
Our delivered blueprint systematically defined the current state experience, identified key opportunity areas, and detailed prioritized concepts that formed the foundation of the future state ecosystem. The final blueprint carefully mapped dependencies on existing systems while identifying where new technological capabilities would need to be developed to support the reimagined customer journey.
Digital Ecosystem Current State Urgent Health and Wellness Journey Map
Workshop working board after staff workshop to assess desirability, feasibility and viability of future service attributes. We synthesized the outcomes to create the desired experience map.
Initial feedback synthesis, before integrating into the journey map
Overview on the ecosystem map development
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