Meijer Pharmacy Appointment Scheduling Software Case Study

The Customer Journey:

• Patients arrive at the online portal.
• They are asked if they have a disability, work in healthcare (or have family who do), or have any underlying medical illnesses.
• They are asked to read over the privacy and discrimination policies, and info on what to expect on the day.
• They are then asked to complete some basic personal details such as name, address, phone number etc.
• Registered applicants will be notified when their vaccine appointment is scheduled, and can choose a text or phone notification.

• The messages contain further instructions on getting the appointment scheduled, including if the applicant needs transportation or disability accommodations. (Messages will be sent out four to seven days beforehand.)
• Patients also have the option to text an SMS code or call a state run phone number for those without internet access.
• On the day of the appointment, patients arrive at the Ford Field program and enter the gate they’re told to go through in the scheduling email. Staff will conduct a health screening and non-contact temperature checks before they sign-in at the registration desk.