Prescribing Digital Change: Reimagining the In-Store Experience at Walgreens
Walgreens operates one of the largest and most operationally complex retail pharmacy networks in the U.S., with stores designed to prioritize consistency, trust, and efficiency. At the time of this engagement, Walgreens had not yet introduced digital signage at scale, relying primarily on static signage across pharmacy, retail, and drive-thru environments. As part of a pilot initiative, Walgreens partnered with our team to explore how digital signage could enhance customer communication, personalization, and in-store experience while maintaining clarity, compliance, and operational reliability.Walgreens Digital Signage pilot
SKILLS & SUbject Matter
USER JOURNEY STRATEGY • CONTENT OPERATIONS • PILOT STRATEGY
Personalization Strategy • In-Store Digital Experiences
overview
For this initiative, I supported the end-to-end delivery of a digital signage pilot across 10 Walgreens locations, testing how digital experiences could function across multiple touchpoints within the store. The pilot spanned pharmacy and retail environments, including check-in kiosks, pharmacy wait-time displays, drive-thru signage, in-window displays, aisle endcaps, and promotional surfaces throughout the store.
My work focused on leading the user journey and content strategy for a highly regulated, operationally sensitive environment. This included defining how digital content could support pharmacy workflows, personalization, and targeted promotions while remaining compliant, intuitive, and easy to manage at scale. The engagement required close coordination across design, engineering, content, and operations teams to ensure the pilot delivered meaningful insights into the future potential of digital signage within Walgreens stores.
My work included:
Program-managed the development and delivery of a 10-store digital signage pilot across pharmacy and retail environments
Led content strategy across multiple digital touchpoints, including check-in kiosks, pharmacy wait-time screens, and in-store promotional displays
Supported personalization strategies across drive-thru and kiosk experiences, enabling more relevant, contextual customer messaging
Defined content approaches for pharmacy drive-thru signage, balancing clarity, speed, and promotional opportunities
Coordinated digital content for in-window displays and aisle endcaps to support product awareness and in-store navigation
Partnered closely with design, engineering, content, and operations teams to balance compliance requirements, technical constraints, and real-world store workflows
This pilot illustrated how digital signage could redefine the in-store and pharmacy experience within one of the most regulated retail environments in the country. By introducing digital touchpoints for the first time across Walgreens locations, the work demonstrated how real-time clarity, personalization, and operational efficiency could be enhanced without disrupting trust, compliance, or store workflows. The initiative provided a forward-looking vision for how digital signage could support the future of pharmacy and retail engagement, while reinforcing my ability to lead early-stage pilots, navigate complex operational constraints, and translate emerging digital capabilities into scalable, real-world solutions.