How would you improve the prescription upload and verification experience on Tata 1mg?

Introduction

Every prescription medicine order on Tata 1mg starts with a prescription. Indian rules require a valid prescription from a registered medical practitioner before an online pharmacy can dispense prescription-only medicines, and 1mg's pharmacists must check it. For users, this step is where many orders stall: the photo is blurry, the prescription is old, the doctor's handwriting is unreadable, or a medicine in the cart is not on the prescription. Each rejection means a delay, a support call, or a user who gives up and goes to a local chemist or a quick-commerce app.

The prompt: how would you improve the prescription upload and verification experience on Tata 1mg? I'll clarify, segment users, analyse pain points, generate solutions, prioritise with RICE and define metrics.

Step 1

Clarifying Questions (5 mins)

• Looking at the funnel, I'm thinking about orders that need a prescription. What share of orders is that, and how many are rejected or delayed at verification?

• Hypothetical answer: About 55% of medicine orders need a prescription; 14% of these are put on hold or rejected at first review.
• Impact: A large share of orders face friction.

• Considering the process, is verification manual, automated or both?

• Hypothetical answer: Image checks are partly automated; pharmacists review every prescription.
• Impact: Both user experience and pharmacist tools are in scope.

• Thinking about alternatives, can users get a prescription through 1mg?

• Hypothetical answer: Yes, 1mg offers teleconsultation, and some orders route to a free doctor consultation when no prescription is available, depending on the medicine and rules.

• What's the goal?

• Hypothetical answer: Reduce order drop-offs and delivery delays caused by prescription issues, while staying fully compliant.