Enabling Pharmacy Feature on Business App
Manage your online orders with Pincode Business App. Designed specifically for 75k+ sellers, this app empowers you and your team to handle orders efficiently directly from your mobile devices.
My Role
Responsible for driving user research, conceptualisation, design, and delivery of key modules and feature areas.
The Team
Me working as a solo product designer with a user researcher, product manager, engineers, copywriter, graphic designer and a motion designer
Project Overview
While analyzing order data for Pincode’s business app, we identified a promising opportunity: the platform was facilitating around 370 non-prescription (OTC) medicine orders daily, but lacked the capability for prescription-based medicine delivery.
Recognizing this gap, I led the effort to design and implement pharmacy features that would enable sellers to fulfill prescription-required medicine orders—unlocking a new revenue stream and expanding Pincode’s offerings in the healthcare space.
Estimating
The Timeline
Since we were digitizing the entire process for shopowners, it was critical to understand the practical challenges they face after receiving an order.
To design a solution grounded in their reality, I spent 1.5 weeks engaging directly with shopowners, observing workflows, and identifying pain points to ensure the strategy addressed their day-to-day operational needs effectively.
DISCOVER
Insights from User Interviews
Interviewed 8+ pharmacists to understand their daily workflows and pain points around prescription handling, delivery, and compliance, insights that directly shaped the user journey and validated the need for this feature.
"Atleast 6-7 customers
ask for delivery"
"Sometimes, we don't have
few medicines in stock"
"Yes, we have multiple
repeat customers"
"I’m happy to get more orders
only if the process is simple"
"Prescription is the
most important"
"Cant fulfill delivery orders
due to less staff "
"People buy OTC and prescribed
medicines together"
"Customers order via Whatsapp, or Order via calls,
& it becomes difficult to initiate their orders
during rush hours"
DISCOVER
Mapping User Journey
Welcomes the Customer
Verify the Prescription
Clinic's Name
Doctor's Name & Signature
Medicines
Checks Stock
Medicines
Suggest Alternatives
Curates the Bill
Adds Name & Address
Receives Payment
DISCOVER
Understanding Pharmacists
DISCOVER
Key Insights from Stakeholder Discussions
Automated Stock Updates
Integration with sellers’ POS systems now enables automatic product stock updates in the inventory, ensuring real-time accuracy on both the seller’s system and the consumer app.
Licensed Pharmacist Onboarding
All onboarded pharmacists are legally licensed, under signed contracts, and trained to accurately read and verify prescriptions, ensuring compliance and professional accountability.
DEFINE
Defining Information Design
DEFINE
Prioritising User Goals
Prescription Verification
Ability to view and verify prescriptions directly within the system.
Clear Order Classification
Easily differentiate between prescription-required items and other products.
Order Variety Handling
Receive and process multiple types of orders, including both OTC and prescription items.
Customer Communication
Access tools to communicate with customers when clarification or updates are needed.
Selective Order Management
Option to reject individual items within an order without cancelling the entire order.
Receive
Verify
Accept
PROTOTYPE
Final Outcomes
Verify Prescription
Reject if needed
Clear Communication
