Store Details Page Redesign
Improving how customers find critical store information across Walgreens’ digital experiences.
Lead UX Designer.
This is one of my favorite end to end projects. What began as a small SEO update evolved into a full redesign of the Store Details page. After reviewing customer feedback and analyzing how people were using the page, I identified several experience gaps and presented a case for a broader redesign focused on usability, clarity, and customer needs.
Tools
Figma, Adobe Analytics, PowerPoint,
Skills used.
Data analysis
Cross-functional collaboration
Workshop facilitation
Customer journey mapping
UX & product design strategy
The Problem
I love reviewing customer feedback. It’s one of the best ways to analyze how customer pain points. Upon reviewing our customer feedback we discovered an issue finding basic store information on the store details pages.
Negative comments about not being able to find basic store information were ruining out NPS score.
Product said well, lets jut make some minor UI changes, but I urged them that the entire page is a cluster of information, and we not only need new information architecture. So I started building the case to get the buy in from business.
The Business Case
The Current Experience.
Beyond negative comments around not being able to find basic store info, this page had become a lawless dump for multiple lines of business, which left the page with no true information hierarchy. Not to mention some of the information was outdated. On top of that, we had recently gone through a rebrand and the page needed to be rebranded with our updated design system.
Design Strategy.
I built my design strategy around several data points and also customer journey flows. Asking questions like. How do customers find this page? What are the most common use cases?
Competitive analysis
Adobe Analytics
Past user research findings
Direct customer feedback comments
Past page updates
Baymard Institute case studies
Nielsen Norman Group (NN/g) case studies
As much as I love conducting user research, considering the nature of this page and the abundance of data that we had, I felt we had enough info to logically redesign this page and didn’t necessarily need to spend the funding on design research.