KROGER HEALTH

End-to-End Experience Design for Pharmacy and Patient Enrollment

Overview:
At Kroger Health, I led the research, strategy and redesign of patient enrollment and pharmacy workflows, digital product features, and omnichannel communications. My work identified experience gaps and solved for them by introducing guided patient education and expectation-setting flows that clarified benefits, steps, timing, and do’s and don’ts, while also streamlining pharmacist interactions that had been creating delays and confusion for patients. Leadership fast-tracked several of my solutions into launch to capture immediate business value.

Role: Led product and service design, created patient and pharmacist workflows, facilitated workshops, prototyped solutions, and aligned designs with compliance, engineering, and product goals. Collaborated with leadership to prioritize roadmap planning and communicated solutions to executives and operations teams.

Impact:

• Researched and mapped service blueprints and user journeys, uncovering critical pain points in both patient experiences and pharmacy associate workflows.

• Delivered cross-channel UX and product design solutions, including mobile and responsive flows, omnichannel communications, and operational processes, that were fast-tracked to launch for immediate business impact.

• Designed solutions that addressed new patient onboarding needs and interconnected pharmacy associate needs while supporting scalable systems for healthcare compliance and pharmacy operations.

Learn More:
Please contact me for a custom deck or 15-minute walkthrough highlighting the aspects of this work most relevant to your opportunities and priorities.