STUDY CASE
Creating a Voice User Interface Experience for Shoppers Drug Mart
Industry
Retail and Pharmacy
Client
Shoppers Drug Mart
Year
2025
Role
Product and UX Designer
Overview
In today’s fast-paced digital world, customers expect instant access to information and personalized support when managing their health, wellness and shopping needs. Shoppers DrugMart, a leading pharmacy and retail chain, serves millions of customers who rely on its services for prescription management, beauty recommendations and loyalty rewards.
However, traditional shopping behavior such as online and in-store, can be frustrating and time-consuming, especially for customers who are sick, elderly or require immediate assistance.
In today’s fast-paced digital world, customers expect instant access to information and personalized support when managing their health, wellness and shopping needs. Shoppers DrugMart, a leading pharmacy and retail chain, serves millions of customers who rely on its services for prescription management, beauty recommendations and loyalty rewards.
However, traditional shopping behavior such as online and in-store, can be frustrating and time-consuming, especially for customers who are sick, elderly or require immediate assistance.
Scenario
Your doctor has prescribed a new medication and you visit the pharmacy to pick it up but don’t want others to hear your sensitive questions.
In the evening, the pharmacy is closed and you don’t know how to take the medication, understand potential side effects or whether it interacts with other medications.
Your doctor has prescribed a new medication and you visit the pharmacy to pick it up but don’t want others to hear your sensitive questions.
In the evening, the pharmacy is closed and you don’t know how to take the medication, understand potential side effects or whether it interacts with other medications.
What would you do?
What would you do?
Hey, I'm Marta. How can I help you today?
Hey, I'm Marta. How can I help you today?
Hey, I'm Marta. How can I help you today?
Who is Marta?
Who is Marta?
An AI-powered voice assistant who was designed to directly address the key pain points experienced by Shoppers Drug Mart customers. By providing a private, efficient and always available support system. Marta enhances the overall user experience in ways that traditional in-person or phone-based interactions cannot.
An AI-powered voice assistant who was designed to directly address the key pain points experienced by Shoppers Drug Mart customers. By providing a private, efficient and always available support system. Marta enhances the overall user experience in ways that traditional in-person or phone-based interactions cannot.
Marta’s personality is adaptable. If asked about a medication, she goes straight to the point. If it's about placing an order, she encourages next steps.
Marta’s personality is adaptable. If asked about a medication, she goes straight to the point. If it's about placing an order, she encourages next steps.
