The Co-op had ambitious plans for their return to healthcare after leaving the market five years ago. After setting objectives specifically focused on improving their digital output within the health sector, they needed to find a digital partner. We were briefed to build a mobile app to help the Co-op achieve their goal of capturing 3% of the repeat prescription market, driving £20 million net profit by 2023.
For the first phase of the app, they wanted to revolutionise the way users manage prescriptions, and coordinate delivery and collection.
What we did
This was a large and complex piece of architectural work, so we began with API integration with the existing GP and Co-op pharmacy systems – but there was a challenge.
Co-op wanted the app to be used by everyone, regardless of membership. The NHS already used Dimec to allow users to pair their GP records with repeat prescriptions in real-time – we updated the solution to include the NHS Login, so all users could become Co-op Health users.
We then worked with their digital teams to advise on the UX and UI of their designs, and implemented an on-brand, simple, yet informative user experience, to encourage customers to take to the digital service, streamlining the often lengthy process of prescription management.
The app launched in May 2019 and accumulated almost 8.5k users, with 95% of customers rating the service good or very good when ordering medication.
In the first week alone, 261 orders were placed within the app – but to date, the app has over 220k downloads, with over 9.6k average monthly orders.
The solution includes features such as:
- Your prescription where you want it – when the app first launched, it allowed all users to become Co-op users and order their prescriptions. Further down the line, we updated the app to allow new users to set up a secure connection to their GP surgery, by integrating a register feature via the NHS login.
- Order securely on your phone – The app connects you to your GP’s surgery using an approved NHS connection, meaning you can view, order and manage your repeat prescriptions securely.
- Stay updated – With enabled push notifications or email subscriptions, the app will keep you updated on the whereabouts of your order, every step of the way
- An integrated help system – A chat system backed up with notifications and emails to support users with queries and requests within the app. It uses a data-sensitive, identity verification security feature to ensure that the users are who they say they are.
Since its launch, we’ve continued our tech partnership with the Co-op team, providing consultancy on their future digital transformation plans, adding future app functionality, and exploring their innovation roadmap over the next 3-5 years.