here’s the Sitch…
Your doctor has prescribed a new medication and you head to Shoppers Drug Mart to pick it up. You’ve got questions for the pharmacist as they hand it to you for the first time, but there’s a line forming behind you. The pressure’s on, so you turn around and leave without asking.
When it comes time to take the medication before bed, the pharmacy is closed. You don’t know how to take the medication, and you’re worried you’ll experience harmful side effects when combined with your other meds.
What would you do?
Introducing Shoppers Drug (Marta)
Role: UX Copywriting, UX Designer, Content Strategist
Duration: Two Weeks
Marta is an AI-powered voice assistant designed to address pain points experienced by Shoppers Drug Mart customers by providing a private, efficient, and always available support system. Marta enhances the overall experience at Shoppers Drug Mart in ways that traditional in-person or phone-based interactions cannot.
By combining privacy, availability, and usability, Marta offers a human-centered, tech-enabled solution that meets real user needs and supports Shoppers Drug Mart in delivering a more modern, empathetic, and efficient customer service experience.
Team: UX Designer & Researcher
Tools: Figma & Speechify
Why Does ShoppersDrug Need Marta?
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Why Does ShoppersDrug Need Marta? 👩⚕️
The Shoppers Drug Mart app manages digital needs well, but real-world problems persist. Customers grapple with long waits, service issues, and potential embarrassment at the pharmacy, issues the current app can’t solve. These pain points led to the formation of this problem statement:
“Talking to a pharmacist in public can be embarrassing, especially about sensitive medications, and no one wants to be put on hold for hours. If services are hard to access, frustration can drive users away and result in a reduction in sales.”
The data in this section (Google survey & customer reviews) validates this statement, check it out.
What's Marta Look & Sound Like?
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What's Marta Look & Sound Like? 👀
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Conversation Transcript
By design, I wrote scripts so that Marta prioritizes reliability, trustworthiness, efficiency, and guidance with every interaction. She understands users need a sense of confidence when asking sensitive questions about their health or even when asking for product recommendations.
This means Marta’s answers are context-dependent; her personality and tone will shift depending on the type of question. Check out the examples I wrote to the right, or press the button below for a look at the set of full scripts and conversation flows.
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Marta allows users to ask health-related questions and get support without speaking directly to a person in a public setting. This reduces the embarrassment many users feel when discussing personal health concerns at the pharmacy counter, where others can overhear sensitive conversations.
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Unlike store staff or pharmacy call centers, Marta is available anytime, giving users the freedom to get help or information outside of regular business hours. This addresses the growing need for on-demand support in a world where users expect round-the-clock access.
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Marta eliminates the need to wait on hold during peak hours or busy periods. With quick responses and the ability to handle multiple queries simultaneously, she helps users save time and get answers efficiently.
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With a calm, confident tone and clear, accessible language, Marta offers a consistent and trustworthy interaction every time, one that aligns with Shoppers Drug Mart’s identity as both a retail and healthcare provider.
How does Marta benefit you?
Why’s this in my Portfolio?
You should know my goal is to land a gig as a UX, product, or content designer. I wrote this case study to demonstrate some of the relevant skills required for such a role. It highlights my copywriting skills and showcases my strategic approach to content, detailing the logic behind prompt development and related design decisions.
To wrap things up, Ask yourself…
Why wait on hold if you can ask Marta?
Why subject yourself to embarrassment if you can ask Marta?
Why worry if you’ll get the information you need if you can ask Marta?
Get In Touch!
Do you have any questions, a product idea, want to discuss a project, or need a designer?
Drop me a line 📲