The overall design and layout of a pharmacy can affect a customer's perception of the establishment and make it easier for people to find items. When considering the pharmacy store design, it helps to think from the perspective of the customer.
Start With The Pharmacy Counter
Many pharmacies choose to have the area behind the pharmacy counter recessed, often because they want medications to be more discreet and discourage theft. Although this is an important safety feature, you also want the pharmacy counter to be inviting and friendly. Try to keep the counter, drop-off, and consultation areas at a normal height whenever possible. You want customers to feel like the pharmacy is simply an extension of their medical care team. Glass partitions between the pharmacist or sales associate and customers or high counters make the environment seem more like a bank or other high-security facility.
Consider Privacy And Comfort
Depending on the pharmacy, whether it is stand-alone or part of a store, you might want to put more effort into privacy and comfort for customers. Ideally, there should be some space between the line and counter, so customers can have some privacy when dealing with sensitive medical information. There should be adequate seating in the waiting area, especially if you have a stand-alone pharmacy. When a pharmacy is part of a retail store, some seating is necessary, but often the expectation is customers will shop in other areas of the store and return to the pharmacy area later. When customers visit a stand-alone pharmacy, they are more likely to wait for their prescription, and should have comfortable seating. You might also want customers to have access to a water dispenser and restroom if they are waiting.
Think About Product Placement
You want adequate shelf space near the checkout counter for products that people are more likely to buy when they are in a rush. Cold, flu, allergy, stomach, and pain medications are the types of medications you expect customers to want quickly, so they should be located nearest the checkout counter. Other products, such as feminine hygiene, sexual health, and oral care are among the products you might want to place further away from the counter and closer to the back of the store. These are products people are more likely to look through and spend more time selecting. Additionally, they might walk past other products that catch their eye, especially if your pharmacy also sells snacks, drinks, and other inexpensive items that can be tempting. You should also have space near the checkout counter for snacks and sample items, much like a checkout line at retail stores.
The layout and design of your pharmacy can make customers more likely to return. Thinking about your pharmacy design from the perspective of the customer will help you create an inviting and accessible environment.