Digitising the pharmacy experience end to end
We partnered with a leading US pharmacy chain to build a mobile app that lets customers manage prescriptions, schedule pick-ups, and track refill reminders — all without visiting a branch. The result was a 40% reduction in in-store wait times, a 3x jump in app engagement, and a 4.7-star rating on launch day.
Customers at this pharmacy chain had to visit in person to manage prescriptions, request refills, and check pick-up status. Long queues during peak hours and a lack of digital communication meant customers were frequently frustrated. The pharmacy had no mobile presence, losing engagement to competitors with digital-first experiences.
CGS built a full-featured pharmacy mobile app that allowed customers to manage prescriptions, schedule pick-ups, and receive refill reminders — eliminating unnecessary branch visits and dramatically reducing in-store queue times.
Mapped prescription management workflows and customer pain points in-store.
Designed a 3-tap checkout flow with clear prescription status visibility.
Integrated with dispensing system and built push notification engine.
Launched on iOS & Android with in-store digital queue kiosk integration.
We integrated directly with the pharmacy's dispensing and inventory system to provide real-time prescription status. The app used push notifications for refill reminders and pick-up alerts, driving repeat engagement. A digital queue system was built into the in-store kiosks so customers could check in remotely and receive an estimated wait time. The checkout flow was streamlined to 3 taps from launch to confirmed pick-up.
In-store wait times dropped by 40% within the first month as prescription pick-ups shifted to the digital queue system. Daily active app usage tripled compared to the previous online portal. The app earned a 4.7-star rating on launch day and maintained it through the first quarter. Refill reminder push notifications drove a measurable increase in repeat prescription completions.
Product screens and interface design highlighting the clean, data-focused mobile experience.
iOS & Android app for prescription management, pick-up scheduling, and refill reminders — integrated with in-store digital queue kiosks for a seamless end-to-end pharmacy experience.
Tools and technologies powering this solution
Our in-store queues dropped dramatically in the first month. Customers love getting refill reminders on their phones.
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