Solas

Solas

Solas

Accenture

Project duration : 4 weeks

Solas is a pharmacy service designed to provide customers with convenience and personalised care to suit their individual needs.


At the heart of Solas is PharmAssist, an AI assistant accessible via WhatsApp, offering instant support and guidance. Whether booking consultations, receiving medication reminders, or accessing important health information, Solas ensures quick, seamless, and stress-free pharmacy experiences for all.


The Problem

Research revealed that frequent issue that Gen Z had with engaging with the pharmacy was that it made them anxious, this anxiety was based around a lack of privacy when discussing health issues, feeling awkward asking to use the consultation room, not knowing the prices of medicine until you are at the till and a lack of understanding about what services pharmacies can provide.


The Brief

Pharmacies are facing increasing pressures to evolve, the drivers of this change are multifaceted: customers now demand more personalised and convenient services, technological advancements are reshaping the retail landscape, and competition is intensifying. In addition to this pharmacies are facing the challenge that younger generations in particular Gen Z are not engaging with them.


Booking a Consultation


Many individuals interviewed expressed discomfort in requesting to use the pharmacy consultation room, often feeling awkward or uncertain about the process. To address this, an appointment-based system allows users to book consultations at their convenience, ensuring privacy and reducing anxiety. By offering scheduled slots, patients can avoid busy periods and engage with pharmacists in a more relaxed, pressure-free environment. This approach not only enhances accessibility but also encourages more meaningful interactions, ultimately fostering greater trust and engagement with pharmacy services

Booking a Consultation


Many individuals interviewed expressed discomfort in requesting to use the pharmacy consultation room, often feeling awkward or uncertain about the process. To address this, an appointment-based system allows users to book consultations at their convenience, ensuring privacy and reducing anxiety. By offering scheduled slots, patients can avoid busy periods and engage with pharmacists in a more relaxed, pressure-free environment. This approach not only enhances accessibility but also encourages more meaningful interactions, ultimately fostering greater trust and engagement with pharmacy services

Click and Collect


Waiting for prescriptions can often feel awkward and inconvenient for many users. To streamline the process, we introduced a Click and Collect system, allowing users to book a designated time slot for medication pickup. This ensures a smooth, hassle-free experience by minimizing wait times and providing greater control over collection. Additionally, users have the option to pay in advance, enhancing cost transparency and efficiency. By prioritizing convenience and flexibility, this system makes pharmacy visits more seamless and user-friendly.

Click and Collect


Waiting for prescriptions can often feel awkward and inconvenient for many users. To streamline the process, we introduced a Click and Collect system, allowing users to book a designated time slot for medication pickup. This ensures a smooth, hassle-free experience by minimizing wait times and providing greater control over collection. Additionally, users have the option to pay in advance, enhancing cost transparency and efficiency. By prioritizing convenience and flexibility, this system makes pharmacy visits more seamless and user-friendly.

Virtual Walkthrough

Visiting a new environment can often feel intimidating, especially when unsure of the process. To ease this discomfort, we introduced Virtual Walkthroughs, allowing users to explore the pharmacy setting and understand how the system works before their visit. This interactive experience helps users familiarize themselves with the space, reducing anxiety and increasing confidence in using pharmacy services. By eliminating the fear of the unknown, virtual walkthroughs create a more welcoming and reassuring experience for all users.

Virtual Walkthrough

Visiting a new environment can often feel intimidating, especially when unsure of the process. To ease this discomfort, we introduced Virtual Walkthroughs, allowing users to explore the pharmacy setting and understand how the system works before their visit. This interactive experience helps users familiarize themselves with the space, reducing anxiety and increasing confidence in using pharmacy services. By eliminating the fear of the unknown, virtual walkthroughs create a more welcoming and reassuring experience for all users.

Additional Features



Pharmacists utilise the Solas app to seamlessly manage appointments and patient interactions. When users arrive at the pharmacy, they simply scan a QR code at the entrance, instantly notifying the pharmacist of their arrival and the reason for their visit. This integration allows pharmacists to stay informed and prepared, ensuring a smooth and efficient experience for both the user and the pharmacy team. By linking the front-end booking system with backend notifications, Solas enhances communication and streamlines service delivery.

Medication Cards


Many users expressed difficulty remembering the details provided during their consultation, often leading to confusion or missed instructions. To address this, we developed simple Medication Cards that pharmacists can use to jot down key details, such as over-the-counter recommendations and important instructions. At the end of the consultation, the pharmacist hands the card directly to the user, ensuring they leave with a clear, tangible reminder of the conversation.

The development behind Solas

Research

Street interviews
Co-creation
Focus Groups
Surveys
Interviews

Refine

Sythasize data
Storyboard
Archetype
Empathy Map
Journey Map

Realise

Service Blueprint
WhatsApp Screens
Brand Identity
User Test
Client Delivery

Research

To understand why Gen Z was not engaging with pharmacies, we employed a range of research methods. Our findings revealed that the primary barrier to engagement was anxiety. Many young people felt uneasy about navigating pharmacy environments, whether due to the fear of judgment, confusion about the process, or discomfort with discussing personal health matters. This insight became the foundation for developing solutions aimed at reducing this anxiety and making the pharmacy experience more accessible and comfortable for Gen Z.


“ Sometimes i’d rather stay feeling sick than experience the anxiety of going to the pharmacy ”

“ Sometimes i’d rather stay feeling sick than experience the anxiety of going to the pharmacy ”

Co creation workshop participant

What do Gen Z want ?

Our research concluded that Gen Z values three key factors when engaging with pharmacies: privacy, convenience, and clarity. Privacy ensures they feel comfortable discussing sensitive health matters, convenience streamlines the experience for efficiency, and clarity, especially regarding prices, gives them the transparency they need to make informed decisions. By addressing these priorities, we can create a pharmacy experience that fosters trust and encourages greater engagement from Gen Z.


Refine

Archetype 1

Nervous Nick

Needs

Clarity

Advice

Support

Archetype 2

Shy Susan

Needs

Discretion

Privacy

Clarity

Archetype 3

Socially awkward Sally

Minimal interactions

Upfront payments

Privacy

How Solas can help


Storyboards

We created storyboards based on the user archetypes we developed, illustrating how they would interact with our services at various touchpoints. These storyboards allowed us to visualize the user journey, highlighting key moments where our solutions could alleviate anxiety and enhance the overall experience.


Realise

Brand Identity and Visual Design


The name "Solas," meaning light in Irish, holds a dual significance. It symbolizes light as a guiding force for individuals dealing with anxiety, while also echoing the word "solace," representing comfort and reassurance. The brand's identity is built around a playful logo in warm, inviting colors, reinforcing its approachable and comforting nature.


To further connect with Gen Z, the two characters associated with the Solas brand are designed to wear Doc Martens and Converse, popular footwear choices that evoke a sense of relatability and authenticity. This visual alignment with Gen Z’s style and preferences creates a deeper connection, positioning Solas as not only a solution but also a brand that understands and resonates with its audience.

Screens development and testing

We tested the UX of the WhatsApp screens we had designed and our servce touchpoints with both potential users and pharmacists to ensure a seamless experience. By gathering feedback from both groups, we were able to identify any pain points or areas for improvement, ensuring that the user interface was intuitive and met the needs of everyone involved.


Service Blueprint


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