Journey Map: Healthmart Conversion

Through research and client interviews we started to discover and identify a franchise conversion path for independent pharmacies. We created a schema of planner and task list tool that will help pharmacy owners (end users) manage their on-boarding activities. A smooth and transparent conversion process was of supreme importance to our client, we helped them identify attributes and tasks that reflect this motivation on the digital on-boarding tool. 

Understanding the flow

When an independent pharmacist decides to hop on the Healthmart pharmacy franchise by McKesson, they have to go through several evaluations, certifications, license approvals and inventory management exercises. This is a high friction process and it's hard to keep track of all the activities while still running a business. As soon as initial paper work and agreement is signed between the pharmacist and Healthmart, pharmacist will have access to this on-boarding tool in a Salesforce instance that will easily manage and automate many processes for engaging multiple departments in the Healthmart corporation and governing bodies while giving a clear picture of the time-line to launch date.

Compressed and elongated journeys

The goal of the project was to shorten the franchise conversion process. With digital management capabilities a typical process of 12-18 months could be cut to 9 months. We identified several parallel tracks that were dependent and independent of certain approval stages to help the pharmacist shorten the time and have a transparent view of the activities.