Wellness Express
A service design concept exploring how people can access everyday over-the-counter healthcare products through convenient self-service kiosks.
The problem
The challenge
Healthcare services have become increasingly digital, letting people order medicines, consult doctors, and schedule lab tests from home. But accessing essential healthcare products while travelling or out in public spaces remains a challenge.
The goal
Design a self-service healthcare experience that gives instant access to essential over-the-counter products in high-footfall public locations.
Why Wellness Forever?
Personal connection — Growing up, Wellness Forever was our go-to pharmacy for monthly prescriptions and everyday healthcare needs.
Trust and reliability — Over the years, the brand built a sense of trust through its reliability, product range, and customer service.
"This led me to wonder — what happens when someone needs essential healthcare products away from a pharmacy?"
Understanding the problem space
Over the last decade, India's healthcare ecosystem has evolved significantly — from visiting local pharmacies to getting medicines delivered at our doorstep.
Traditional pharmacy
Visiting a local pharmacy for healthcare needs
Online pharmacy
Order medicines online from home
Teleconsultation
Consult doctors virtually
Diagnostics at home
Book lab tests and sample collection
Quick commerce
Medicines delivered in 10–30 minutes
What's next?
Immediate access during emergencies?
Current healthcare journey
Users primarily rely on two ways to purchase medicines.
Offline journey
- Requires physical travel
- Not always a pharmacy nearby
- Time consuming during urgent situations
Online journey
- Depends on delivery availability
- Delivery time can be long in urgent situations
- Not helpful during travel or in remote locations
The opportunity
Healthcare has become digital. Access hasn't.
While multiple solutions exist for home healthcare needs, people still struggle to access essential healthcare products while travelling or out in public. They're left with limited options exactly when they need help the most.
"The problem isn't ordering medicines. It is accessing them when and where they're needed the most."
What research surfaced
To better understand this opportunity, I synthesized insights from industry reports, competitor benchmarking, public user discussions, existing healthcare services, and personal observations.
Healthcare needs are unpredictable
People rarely plan when they'll need pain relief, first aid, or personal healthcare products.
Accessibility changes with location
Access to healthcare depends on where someone is — not everyone is near a pharmacy when the need arises.
Urgency changes with priority
During unexpected situations, speed and availability become more important.
OTC products are suitable for self-service
Many everyday healthcare products can be purchased safely without prescriptions.
Trust influences purchasing decisions
Users are more comfortable purchasing healthcare products from a recognized pharmacy brand.
Key insights
My observations
Healthcare needs don't stay near a pharmacy
Delivery isn't always fast enough
OTC products don't require a prescription
People already trust established pharmacy brands
What does it mean?
Healthcare should be available where people are, not just where pharmacies exist
Immediate access can be more valuable than fast delivery
They're well suited to a self-service purchasing experience
An established healthcare brand can make self-service feel safe and credible
Design challenge
"How might we enable immediate access to essential healthcare products beyond traditional pharmacy locations?"
Introducing Wellness Express
A self-service healthcare kiosk designed to provide instant access to essential over-the-counter healthcare products in public locations where traditional pharmacies may not be available.
Learnings
A simpler interface starts with a simpler mental model.
Recognition can reduce cognitive effort.
Users don't always need fewer options. They need the right options presented at the right time.
Information architecture shapes behavior.
How information is organized can determine whether users explore confidently or get lost.
Research should influence the solution.
The redesign became clearer once the problem was framed around user behavior rather than interface limitations.