Service Design- Health Care

Creating an omni-channel customer experience & making processes efficient.

Overview

TATA 1mg is a leading healthcare e-commerce platform and I was bought in to create an omni-channel experience for the brand though the conception, design and execution of pharmacies and blood test centers. I lead a team of four designers and worked closely with operations, tech and design teams. We were solving for a better customer experience and operational efficiency through service and retail design. Through user experience research, we identified user pain points by leveraging journey maps and personas. After designing and testing the most efficient processes by collaborating with Operations team. we designed and executed MVP Pharmacy concept in two locations. The MVP increased the inventory space by 1.2x and reduced the waiting time by 15% contribution to better user experience and meeting business goals.

Using learnings from the two MVPs, my team with the help of external consultants built a modular kit-of-parts design for pharmacy that reduced project execution time at the site by 66%, customer waiting time by 24%. and saved $26K in construction costs. The concept was rolled out with 20+ pharmacies up and running and many other in the pipeline.

Role: Project Lead

Timeline: Oct 2018- May 2020