How would you design a caregiver experience on Tata 1mg for adult children managing their parents' medicines and lab tests from another city?

Introduction

Tata 1mg is one of India's largest digital health platforms, combining online pharmacy, diagnostics (lab tests with home sample collection), teleconsultation and health products. Part of Tata Digital since 2021, it grew revenue to about ₹2,936 crore in FY26 and reported that its core businesses turned EBITDA positive from December 2025.

A large and growing group of 1mg users are not buying for themselves. They are adult children, often working in Bengaluru, Pune or Gurugram, managing medicines and tests for parents living in Lucknow, Indore or Kochi. They reorder blood pressure tablets, book HbA1c tests and try to remember whether Papa took his statins.

The prompt: design a caregiver experience on Tata 1mg for adult children managing their parents' health from another city. I'll clarify, justify the opportunity, segment users, map pain points, design and prioritise solutions, and define metrics.

Step 1

Clarify Questions (3 minutes)

• Is this for chronic care only, or all health needs?

• Why it matters: Chronic conditions (diabetes, hypertension, thyroid, heart disease) create predictable, repeat needs.
• Hypothetical answer: Focus on chronic care for parents aged 60+.
• Impact: We design around refills, tests and doctor follow-ups.

• Do parents use smartphones?

• Hypothetical answer: Many have basic smartphone skills (WhatsApp, calls) but avoid apps for payments and orders.
• Impact: The parent-side experience must work through WhatsApp, calls and simple screens.

• What constraints apply to prescriptions and consent?

• Hypothetical answer: Prescription medicines need a valid prescription; health data sharing must follow India's DPDP Act and telemedicine rules.
• Impact: Consent from the parent is required to share their health records with a caregiver.

• What's the business goal?

• Hypothetical answer: Increase retention and order frequency among chronic patients and grow lab test and consultation attach.

Propose the Goal

Help caregivers keep their parents' chronic care on track from a distance (medicines never run out, tests happen on time, doctors are seen), while giving parents dignity and control.

Define the Scope

In scope: family health profiles, refill planning, lab test scheduling, consultation booking for parents, alerts and parent-side interactions. Out of scope: in-home nursing, insurance claims and hospital admissions.