Making Pharmacy Appointments and Loyalty Easier to Access
ART built a self-service platform for a national pharmacy chain, tripling loyalty redemption within three months, with more than 60% of walk-in customers using self-service.
The opportunity
A national pharmacy chain wanted customers to come back more often, spend less time queuing for routine services, and book appointments through a modern experience.
Booking a service, checking a loyalty balance or requesting a repeat prescription all went through store staff. That added to queues and took time away from the pharmacy team's other work.
The transformation
ART built a self-service platform for customers in store, with an admin interface for the pharmacy team, and connected it to bookings, loyalty and prescriptions.
- 01
Kiosk and Tablet Platform
ART built a tablet- and kiosk-ready platform for customers, alongside an administrative interface for managing appointments.
- 02
Appointment Booking and Confirmations
ART connected service bookings to email and SMS confirmations, so customers could book routine services without going through store staff.
- 03
Loyalty Rules
ART implemented loyalty rules for point balances, redemption and expiry, so customers could check and use their points themselves.
- 04
Prescription Refills and In-Store Devices
ART enabled prescription refill requests, with backend alerts so pharmacy staff could review each one manually. ART also integrated peripherals and locked the devices down for in-store use.
Impact
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