As digital and physical retail touchpoints co-exist in our mobilized world, we strive to create a seamless customer experience across channels. Design thinking can help make that happen. At Walgreens, we are evangelizing practices like customer journey mapping, co-design with customers, and iterative ideate-prototype-test cycles. This flavor of innovation has been part of our digital practice from the beginning, and now we’re extending it to the store experience that’s been around since 1901. This presentation will walk through some real-life examples of how we’ve succeeded (and sometimes failed) at bringing new products and services to the market.
About John Yesko
John is a veteran experience design, creative, and digital business leader; now Head of User Experience and Service Design at Walgreens. He is responsible for the digital experience on Walgreens websites, consumer mobile apps, and in-store retail interfaces - as well as team member-facing digital. John also leads the omni-channel Service Design practice, with the mission of improving customer and employee experience across our ~9000 stores.