H-E-B Pharmacy App

HEB Pharmacy came to InMotion with a challenge. They needed to update their digital experience with a standalone mobile pharmacy app that would meet HIPAA security regulations and accessibility requirements while reproducing all the robust functionality of their existing web site.

CASE STUDY
USER RESEARCH

For whom are we making this app?

InMotion’s user testing team created and ranked personas based on client-supplied data and interviews with potential users and client stakeholders. Personas included users’ goals, problems, behaviors, and demographics.

We produced empathy maps for prioritized personas and journey maps for their experience of the existing web solution.

COMPETITIVE ANALYSIS

What is already out there?

We examined over 200 grocery and pharmacy apps to generate mind maps, spreadsheets, and flow maps. We analyzed the relationship between brick-and-mortar and digital experiences, table-stakes feature sets, common user complaints, typical experience hierarchies, iOS vs. Android divergences, and common design conventions

This process allowed us to identify opportunities for excellence and make a plan for a truly exceptional user experience.

PRODUCT MAPPING

What is possible to make?

Our engineers performed a deep technical analysis of the underlying infrastructure of the existing web experience. We collaborated with client subject matter experts and stakeholders to identify key design and development challenges. We also identified and documented HIPAA regulations on privacy and security that could impact the architecture of the application.

DESIGN LOOP

Iterative process

Designers moved rapidly from paper sketches to wireframes to Lo-Fi prototypes in Adobe XD. As they validated features and flows using moderated sessions in Lookback, they moved into visual design in Sketch and Hi-Fi prototypes in InVision, which they continued to iteratively validate. Any issues they identified in testing looped back to an earlier stage in the design process.

RAPID PROTOTYPING & USER TESTING

RITE Method validation

Design hypotheses went directly from whiteboards and sketchpads to prototypes. We set a weekly cadence for user research at the beginning of the design process and maintained it throughout design and development. Every Monday, users came. We tested whatever we had and iterated immediately. Flat mocks, wireframes, XD and InVision prototypes, on-device software—everything went in front of users. Our testers moderated and recorded every session.

COLLABORATIVE DEVELOPMENT

Engineering, delivery, maintenance

Our engineering team identified H-E-B’s existing backend APIs and worked closely with the H-E-B team to build out necessary services. We then developed an all-new mobile framework to model nonlinear flows using a finite state machine to model complexity in an elegant manner.

Using agile methodologies to proactively integrate Design and QA with the development process, we performed daily code reviews to catch issues early, improve code quality, and facilitate mentoring and collaboration among cross-functional team members. We delivered new builds with pass/fail conditions logged using continuous integration with Jenkins.

QUALITY TESTING

An integral part of the entire process

Before a single line of code was written, our QA team developed a detailed test plan with acceptance criteria and sent it to H-E-B for approval. From there, we built regression test cases based on the expected results, including black-box, white-box, and grey-box testing as needed. We tested in different environments, performing ongoing automated testing of back-end APIs. Our team collaborated very closely with H-E-B’s internal testing team, spending several days at the H-E-B offices to do user acceptance testing. This process included beta testing, in which users downloaded the app to their devices and tested it in real scenarios prior to launch. QA continued post-launch to refine real-world outcomes.

CONTINUOUS IMPROVEMENT

Good design never ends

The HEB Pharmacy app successfully launched in October 2017. But we immediately started to add features and enhancements because for us, good design never ends. We monitor analytics and respond to user behaviors post-launch to continually improve the customer experience and further increase HEB’s return on their investment.

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