Telemedicine & Medication Delivery

The problem

Patients who had a remote consultation with a Wellahealth clinician were being sent away with a care plan and no reliable way to follow it. Medication wasn't reaching them. Triage was done manually over WhatsApp. Clinicians were spending time chasing patients rather than treating them. The platform had genuine clinical ambition — a full telemedicine offering with medication delivery — but the product infrastructure to support it didn't exist yet. It had to be built from scratch, in the right order, without breaking the clinical workflows that were already running.

What I did

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  Discovery: ran structured interviews with 14 patients and 8 clinicians to map where the post-consultation experience broke down. Patients consistently described the same failure — they left a consultation knowing what to do but with no way to do it. Clinicians described a different version of the same problem: they had no visibility into whether their instructions were being followed. The gap between consultation and compliance was entirely invisible to both sides.

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  Service design: mapped the end-to-end patient journey from booking through to medication receipt — 6 stages, 18 touchpoints. Overlaid this with the clinician journey and identified 4 moments where the two paths diverged and created friction. These became the design targets.

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  Triage flow design: the incoming request queue was being handled entirely by one operator reading WhatsApp messages. Designed a structured triage interface that categorised requests by urgency and type, auto-routed them to the right clinician, and gave operators a clear status view. Wireframed three routing logic approaches, tested comprehension with 4 operators, and landed on a card-based queue with colour-coded urgency tiers.

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  Medication delivery flow: mapped the logistics from prescription to doorstep — pharmacy partner fulfilment, last-mile delivery handoff, and patient confirmation. Designed the patient-facing flow to be operable on basic smartphones with intermittent data: minimal screens, large tap targets, SMS fallback at every critical step. Designed the pharmacy-facing flow to slot into the existing Wellapartner interface without requiring a separate login.

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  Prototype and testing: built a high-fidelity Figma prototype covering the full patient journey — consultation booking, post-consultation care plan view, medication order, and delivery tracking. Ran moderated usability sessions with 6 patients. Key finding: patients didn't trust that their medication was actually coming until they saw a named delivery agent and an estimated time. Added a real-time delivery card to the post-order screen in response.

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  Compliance measurement: worked with the clinical team to define what 'compliance' meant in measurable terms. Landed on medication collection rate and follow-up consultation attendance as the two proxy metrics. Built tracking for both into the product from day one — not retrofitted after launch.

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  Cross-functional management: ran the 6-month build across a team of 2 designers, 4 engineers, and 3 clinical staff. Held weekly design reviews with the clinical lead to ensure every patient-facing decision was clinically sound. Managed scope aggressively — cut a symptom-checker feature mid-build after testing showed it added complexity without improving compliance.

Results