Simplifying a complex public-health journey into a clear, trusted digital experience.
Walgreens needed to help millions of customers understand vaccine eligibility, find appointments, schedule multiple doses, check in, and access proof of vaccination during a period of constant change. I led the UX strategy and research for the end-to-end experience, helping translate evolving public-health requirements into a journey that felt clear, trustworthy, and manageable.
01
The customer journey had to make sense of changing public-health requirements, limited appointment availability, multiple doses, and in-store service moments without exposing the complexity behind the system.
People needed to understand rapidly changing eligibility rules, find appointments, and navigate a stressful health decision with confidence.
Walgreens wanted to establish itself as a trusted destination for vaccine information and vaccination access.
The journey had to simplify eligibility, availability, scheduling, multi-dose appointments, check-in, and post-vaccination needs without overwhelming customers.
02
My role was to help the team create clarity in a situation where the rules, customer needs, and operational realities were changing quickly.
My role was not limited to directing the work. I also worked directly in the experience, creating flows and concepts when hands-on contribution helped the team move faster or gain clarity.
03
Step 1: We started with
A highly complex set of public-health requirements, business rules, and operational constraints.
Step 2: We realized
Customers did not need to understand the complexity behind the system. They needed confidence about what they could do next.
Step 3: We shifted toward
A simplified, step-by-step journey built around eligibility, availability, scheduling, confirmation, vaccination, and proof.
04
The strategy came to life through three major experience moves.
01
We prioritized transparency by helping customers understand eligibility and vaccination status before asking them to commit to a schedule.
The entry experience became a navigation and status hub that helped people understand where they were in the journey and what they could do next.
My role
Defined the entry strategy and helped shape the end-to-end journey.
02
Once eligibility was confirmed, the experience provided a clear path to real-time availability and appointment scheduling.
The design had to account for eligibility rules, vaccine type, location, date, time, and multi-dose scheduling without exposing the complexity behind those decisions.
My role
Led the UX for eligibility, availability, and scheduling flows and worked directly in the detailed experience.
03
The experience continued beyond booking through check-in, second-dose support, and digital proof of vaccination.
We developed a secure digital vaccination record that customers could access after vaccination and save to their phone wallet.
My role
Helped define how the experience should continue after booking and vaccination rather than ending at appointment confirmation.
05
Research focused on how people moved between digital and physical experiences, where uncertainty appeared, and where real-world service interactions created friction.
My role
Directed the research approach, synthesized findings, and connected insights back to design decisions.
06
A clearer path from eligibility through vaccination and proof.
Supported Walgreens’ role as a trusted vaccination destination.
Created a digital journey that connected online scheduling with in-store service moments.
Broader myWalgreens app ratings
Ratings reflect the myWalgreens app overall, not this project on its own.
07
In high-stakes experiences, clarity is a form of trust.
The biggest UX challenge was not adding more information. It was deciding what customers needed to know at each moment and removing everything that made the next step harder.
The project reinforced the value of designing the digital and physical journey together. Scheduling, check-in, vaccination, and proof all had to feel like one experience.