85 content design improvements for the Shoppers Drug Mart app

An audit and recommendations for a clearer, more accessible experience before launch.

Role

  • Reviewed all user flows and audited content on the Shoppers Drug Mart app before launch

  • Documented improvements and recommended copy changes for design and development

Goal

  • Identify areas where content is unclear or inaccessible

  • Document suggested edits and provide explanations to educate the product team

Impact

  • Recommended 85 app improvements, with 30% implemented for launch and 70% prioritized for post-launch

  • Established a new product grounded in content design best practices

Example 1: Security question prompt

  • Got rid of the jargon term “detected”

  • Condensed and conversational

  • The user is signing in “with” their device at this point, not into it

 

Before

Screen Shot 2021-06-05 at 1.45.57 PM.png

After

Example 1 (1).png
 
 

Example 2: Stop leading with blame

  • Not leading with user blame, we don’t want to make them feel bad

  • Unfortunately in this situation the only way the user can unlock their account is to call, so I’ve added the word “temporarily” to reduce the friction a bit

 

Before

Your pharmacy session is locked. You have incorrectly answered the security question 5 times in a row. Contact information.

After

Your pharmacy session is locked. We’ve temporarily locked your account after 5 failed attempts to answer your security question. Call us to unlock your account. Contact information.
 
 

Example 3: Congratulating correctly

  • Congratulatory language should be saved for when the user accomplishes something, it doesn’t fit with a profile update

  • Took care of inconsistency of “my” and “your” — the CTA contradicted the copy

 

Before

Congratulations! We’ve updated your profile. Your prescription and store have been added to your online Pharmacy. Button - manage my prescriptions. Link request a refill.

After

We’ve updated your profile. Your store and prescriptions were added to your pharmacy profile. Button - manage prescriptions. Link request a refill.

Example 4: Concise locations modal

  • Old version was clunky and repetitive

  • The same message can be said in fewer words, making it easier to understand and take in for users

 

Before

Turn on location services. Turn on location services to allow Shoppers Drug Mary to show available flyers in your location or enter a postal code to search. Cancel or turn on.

After

Turn on location services. Allow Shoppers Drug Mart to show you flyers available in your region, or enter a postal code to search. Cancel or turn on.