LIFELABS
Designing a wellness discovery centre
Project Description
Client: LifeLabs
For the LifeLabs Discovery Centre pilot project Avida developed a comprehensive experience program, along with physical and spatial design, content strategy, and recommendations for a dedicated brick-and-mortar space co-located within a major pharmaceutical retail store.
The Discovery Centre is a place where patients and shoppers can learn about key topics related to their health so that they can be better informed to make healthier life decisions to prevent illness and injury, better manage existing conditions, become better advocates for themselves in navigating the health system, and learn more about various health services and products that are available.
Services
Research & Experience Program Design
Given that the Discovery Centre is a learning space within a retail environment, Avida provided insights about informal exploratory learning models used in museums and science centres that informed the development of requirements for the space, types of interactives used, and content strategy.
Avida also conducted comprehensive stakeholder interviews with executives at LifeLabs and its retail partner Rexall to understand business goals and priorities. This was complemented by observational shopper/patient studies, interviews with front-end staff, a literature review of key issues related to consumer health information-seeking behaviour, and analysis of customer journeys and consumer insights provided by the client.
Customer Experience & Interactive Product Design
Based on the Discovery Centre Experience Program, we developed the physical-spatial design and designed a digital interactive product for the purposes of health and product education. There were two user groups that the product UX strategy addressed: self-serve shoppers/patients, and pharmacy/clinic staff. Our team collaborated with the client to provide training to frontline staff and also developed user analytics for the purposes of product refinement in future product releases.
The design concepts provided were created with scalability and adaptability in mind to work with various spatial configurations across the store network.
There are also opportunities within the concept and content strategy for customizing each experience to specific stores based on themes that could be derived from further customer segmentation or from geographic or demographic store profiles.
Project Credits
Joseph Banh / Project lead, product owner, consultations lead, user research, UX strategy, design & content strategist, program design, content developer and copywriter
Jonathan Agomaa / Creative direction, art direction, UX/UI design, front-end development
Rina Reyes / Design
Isaque Hossain / Front-end development, back-end developement
Weatherston Bruer & Associates (WBA) / Architectural design, exhibit design, FFE
- Concept rendering for the Discovery Centre (WBA)
- Elevations and mock-ups of digital games for product education
- Training session led by the Avida team and LifeLabs for front line clinic staff