Supported by a wider team, I visited several Well Pharmacy stores. I personally travelled to Scotland and Wales to interview staff and customers, observe and document the end-to-end repeat medication process. The differences (such as whether medications are free or not in the part of the country) were highlighted, since the service solution would need to work everywhere.
Whilst doing the discovery work, it was essential to synthesise visually using service maps and behavioural persona templates. The map began showing clusters of pain-points, bottlenecks and opportunities.
We held co-creation workshops to absorb the collected insights and produce ideas. We worked closely with Well's internal teams, encouraging a collaborative open way of working.
'Service storming', or enacting every step of the service using artifacts, helped us demonstrate how the service would work. I designed clickable prototypes on sketch and supporting material to help bring the service to live. I took the clickable prototypes in store to gather feedback from staff on the ground and customers.
We showed the mechanics of the service several times to gather as much feedback from internal staff as possible.