Bootstrap Streamline Pharmaceutical Pickup

Solution to Merchant’s Patrons waiting proximate to pharmacy window along with customer satisfaction

Patron\Merchant benefit:

  • Patrons free from check-in line, and pharmacy-proximate-waiting after check-in
    • Negative impact for return visits from wait eliminated
    • Positive psych impact for Patron, w\improved tech service from Merchant
    • Increase Patron impression, benefit to return Merchant visits
  • Patron can shop entire Store, w\tech assurance for next-in-line
    • Eliminate undetermined timeline anxiety, and store\management competence inquiry from ongoing scrutiny of line\staff\other patrons and contemplated failings
    • Increase appreciation for Patron concern, prioritization of Patron time by Merchant
    • Implicit bargain for appreciation is to reward Merchant with return patronage
    • Cite study\figures re in-store customer purchases with xx time and xxx time
      • https://retailminded.com/waiting-in-line-psychology/#.YmgvzdrMJD8
      • http://www.columbia.edu/~ww2040/4615S13/Psychology_of_Waiting_Lines.pdf
      • http://customerservicezone.com/psychology-of-customer-waiting/
  • Patron use of tech, for Patron’s efficiency\time benefit, reaffirms tech user’s efforts (engagement) and retains customers
    • Patron satisfaction
    • Merchant staffing efficiency\cost
    • Calculable Net benefit to Merchant
    • https://towardsdatascience.com/waiting-line-models-d65ac918b26c
  • Merchant staff efficiency, as Tablet check-in automates staff hours of Patron interaction
  • Minimize\avoid HIPAA privacy (viewable sign-in list) and vocal name summoning re medical context concerns
  • Patrons unable (no smart phone) to contact-less check-in can be Clerk-added to Tablet list for vocal call, from order of check-in, by next Ready clerk (wait for Clerk to check-in; wait pharmacy-proximate to vocal readiness alert)
    • Needs to be intuitive\easy to use & understand
    • Needs attendant for customer\tech difficulties
    • Cleanliness of equipment
    • Lack of personal attention

Patron Merchant inter-action:

  • Patron opens App, generates QR; If Dr’s app supports Hop Swap IT can enter code or be sent a message with prescription order.
  • Patron shows App QR to Tablet\scanner and receives two (2) Merchant texts
    • 1st text auto-confirms logged-to Que, “Shop or wait until texted to window”
    • 2nd text, “Clerk is Ready, please return to window"
  • Packaging system initiated to advance storage system for automated delivery to counter
  • Patron returns, shows QR to next available Clerk (and\or Clerk confirms ID to remove from Que) for fulfillment, payment
    • If Clerk needs time to fulfill (i.e., initial Patron prescription request, misc inquiry = addtl wait), scan Patron QR again to re-Que
      • Tablet App Queues (“holds or trails”) Patron that has been “Ready” texted (i.e., Patron is shopping Merchant and slow to return “Ready” texting Clerk; Patron returns to next avail Clerk with confirming App Text)”
      • App Texts Patron at 5min and 15min after Ready text if not yet returned