UX In Real Life
My daughter Nia suffers from chronic and debilitating migraines. After 18 months of being misdiagnosed, missing an entire school year, and more visits to either the neurologist or the emergency room than any child should endure, we have finally landed on a combination of meds to effectively treat her condition.
Except that the medications seem to be as a rare as a double rainbow unicorn. As a result, we get the preventative medicine from one CVS, and the break-the-migraine medicine from another. Neither pharmacy has her required medications right now. Neither one can search to find out if another nearby CVS has the meds in stock.
In 2016, one would expect that CVS pharmacy staff would have the ability to search for a medication based on proximity and volume. Except they can’t. Instead, I, the consumer, without access to either the available inventory or a comprehensive list of actual stores, need to suggest which store they should try next. I need to do their research for them.
I call shenanigans on this whole system. This is bad UX at the most basic level.
I am not a special snowflake, so I doubt I am the first consumer to raise this issue. Am I to believe that this didn’t come up when CVS conducted user research or worked on developing user workflows?
Wait. Is UX even a thing at CVS? I am going to go ahead and say no, it is not. I am also going to go ahead and start looking for another pharmacy.