How would you improve the home sample collection experience for Tata 1mg lab tests?

Introduction

Diagnostics is Tata 1mg's fastest-growing and most profitable business. The company reported that its diagnostics annualised revenue crossed ₹600 crore in FY26, growing over 40% year on year with double-digit EBITDA margins. Most consumer bookings involve home sample collection: a phlebotomist visits the patient's home, collects blood or other samples, and the samples are processed at 1mg's own NABL-accredited labs or partner labs, with reports delivered digitally.

Home collection is convenient, but many things can go wrong: missed slots, late phlebotomists, fasting confusion, painful draws, delayed reports and confusing results. The prompt: how would you improve the home sample collection experience for Tata 1mg lab tests? I'll clarify, segment, analyse pain points, generate and prioritise solutions, and define metrics.

Step 1

Clarifying Questions (5 mins)

• Looking at the scope, does this include the whole journey from booking to report, or only the collection visit?

• Hypothetical answer: The whole journey, with emphasis on the visit and report delivery.

• Considering operations, are phlebotomists employed by 1mg or partners?

• Hypothetical answer: A mix of in-house and partner phlebotomists depending on city.
• Impact: Tools must work for both.

• Thinking about data, where are complaints concentrated?

• Hypothetical answer: Late or missed visits (35% of complaints), report delays (25%), fasting and preparation issues (15%), billing (10%).

• What's the goal?

• Hypothetical answer: Increase repeat bookings and NPS for diagnostics.