Tesco
Pharmacy
Exploring how Tesco could improve the pharmacy experience for customers and colleagues.
- My role
- UX Designer
- Timeline
- 8 weeks
- Team
- Product · Pharmacy operations · Research
- Discipline
- Discovery · Research · Service Design
Tesco pharmacy service experience
The problem
The pharmacy journey was full of waiting, uncertainty and repeated questions.
The approach
A discovery-led service map built from colleague shadowing and customer interviews.
The outcome
Prioritised opportunities the business could act on, sequenced by effort and impact.
01
Overview
Add a short paragraph of context: what the product is, who it serves and why this work mattered now.
- Context
- Scope
- Constraints
02
The Challenge
Customers didn't know how long they'd wait or what happened next; colleagues absorbed that uncertainty all day.
03
Discovery
Research, stakeholder insights, data and a hard look at the existing experience.
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Research synthesis and affinity mapping
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Existing experience audit
04
Key Insights
Insight 01
Waiting isn't the problem
Unexplained waiting is. Progress beat speed in every session.
Insight 02
Trust is built at the counter
Privacy and tone mattered more than screen design.
Insight 03
Colleagues repeat themselves
The same three questions consumed most of the interaction.
05
Opportunity
What did the research tell us? Frame the opportunity as a design brief, not a feature list.
06
Ideation
Sketches, concepts, workshops and explorations.
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Concept sketches
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Workshop output
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Early explorations
07
Design
Wireframes, user flows, interaction design and high-fidelity screens.
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User flow
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High-fidelity screens
08
Iteration
How the design changed once real people got their hands on it.
Before — original experience
After — redesigned experience
09
Outcome
Measurable results where available, plainly stated.
+00%
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00
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00%
Add a metric
10
What I Learned
Keep this personal and honest — what you'd do differently, and what stuck with you.
11
Next Steps
Explore next
Add what you'd investigate with more time.
Improve next
Add what you'd refine or measure further.