Case - Walgreens: DVAR  

The Problem

• Secure sign-in using an email address or phone number associated with your Walgreens account
• Access to pharmacy features such as prescription refills, transfer requests, and medication history
• Ability to manage family members’ prescriptions from a single account
• Personalized reminders, refill alerts, and pharmacy notifications after sign-in

The Research

• First-time account creation test: Observe how new Walgreens customers understand required fields (email, phone number, password) and where they hesitate or make errors.
• Returning user sign-in speed test: Measure how quickly existing customers can sign in using saved credentials, biometrics, or autofill.
• Forgot password recovery test: Evaluate whether users can successfully reset their password without confusion or abandoning the flow
• Two-factor authentication comprehension test: Test if customers understand and trust one-time passcodes sent via SMS or email.
• Error message clarity test: Check how well users understand error states such as incorrect password, expired code, or locked account.
• Accessibility and readability test: Validate font size, contrast, and screen reader compatibility for older users or those with visual impairments.
• Family account access test: Observe whether users can easily sign in and switch between their own and family members’ prescriptions.
• Cross-device sign-in consistency test: Test sign-in behavior and expectations across mobile app, tablet, and desktop environments.

Design phase (Flow maps, FIGMA designs, prototypes, workshops, iterations and Development handoff)

Because we already had current designs in production, we didn’t require loose sketches and moved to loose arrangements taken from requirements and DESIGN LIBRARY components.