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Kyle Duke
Principal Service Designer @Walgreens
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WORK HISTORY
Principal Service Designer @Walgreens
Chicago, IL, US
Guide cross functional teams in creating customer centric, omnichannel experiences via design thinking methods that span research, ideation, UX, and the design of physical spaces to advance our brand’s offerings to customers. Managed a group of UX designers from three partnering organizations to develop the first holistic wireframe experience and clickable prototype of a new Walgreens Health app that was presented to WBA board members to secure pilot funding. Communicated the omnichannel experience using visual roadmaps, customer journeys, service blueprints, and more to align leaders and team members. Led numerous ideation and alignment workshops to create and evaluate a Walgreens Health Corner pilot with cross functional leaders. As the pilot expanded from a single location, I developed detailed service blueprints for 12 care gap services, trained Health Advisors on how to deliver the customer experience, and led design researchers and UX designers in gathering insights to evolve our offering. Walgreens now offers 100 Health Corners in multiple states.
EDUCATION
Institute of Design (ID)
Master of Design
Illinois Institute of Technology
Bachelor of Architecture (BArch)
SKILLS
ABOUT KYLE DUKE
Walgreens interacts with approximately 8 million customers in its stores and online each day. As a Principal Service Designer, I lead cross functional teams in the creation of new pharmacy and health care service offerings to improve health outcomes for customers in over U.S. stores. I partner closely with Product Managers, Designer Researches, UX Designers, Clinical teams, and more to shape these omnichannel offerings that address unmet needs of a variety of patient populations and contribute to the strategic growth of Walgreens Boots Alliance.
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