Sayacare

Bringing Clarity and Trust to Online Medicine Ordering

Sayacare is an online pharmacy that provides affordable, double-tested generic medicines. I genuinely liked the idea same quality but at way lower prices I studied the experience, ran a quick survey, and redesigned the friction points, this case study captures how the core flows were transformed for clarity and trust

Timeline

Jan 25– March 25

Project Type

Health, Pharmacy

Role

UI/UX designer

Skills & Tools

Figma

User interviews

Prototyping

User testing

MY ROLE & IMPACT
Research

Performed competitor analysis, created user-personas , conducted 6 user interviews and 2 rounds of user testing, and synthesized insights into actionable design ideas

Impact

Sharing this case study with the Sayacare founders led to a detailed discussion around prescription clarity and trust. Shortly after, Sayacare introduced clearer prescription cues in the cart experience reinforcing the importance of addressing prescription requirements before checkout.

BACKSTORY

While ordering a prescription medicine through Sayacare, I noticed uncertainty around prescription requirements and order completion. In a flow meant to reduce stress, this ambiguity created hesitation prompting me to explore how clarity and trust could be improved.

I discovered Sayacare while ordering a prescription medicine online. While the brand promised trust and affordability, the app experience introduced uncertainty around prescription requirement and order completion. If an experience meant to reduce stress ends up adding more of it, that’s a problem. So I decided to dive deeper…

I discovered Sayacare while ordering a prescription medicine online. While the brand promised trust and affordability, the app experience introduced uncertainty around prescription requirement and order completion. If an experience meant to reduce stress ends up adding more of it, that’s a problem. So I decided to dive deeper…

HYPOTHESIS

When I first used Sayacare, a bunch of small frustrations kept popping up.
So I started asking myself…

Is the prescription upload flow more complicated than it needs to be?

Is the prescription upload flow more complicated than it needs to be?

Is the prescription upload flow more complicated than it needs to be?

Do users even know when a prescription is needed?

Do users even know when a prescription is needed?

Do users even know when a prescription is needed?

Why does the home screen feel overwhelming?

Why does the home screen feel overwhelming?

Why does the home screen feel overwhelming?

Is the app failing to communicate its trust factor?

Is the app failing to communicate its trust factor?

Is the app failing to communicate its trust factor?

CHALLENGE

How do we make Sayacare’s medicine ordering experience easy to understand and easy to trust?

How do we make Sayacare’s medicine ordering experience easy to understand and easy to trust?

How do we make Sayacare’s medicine ordering experience easy to understand and easy to trust?

DESIGN SOLUTIONS
Clarity Around Prescription Requirements
Before
After
A Clear order Process
Before
After

Discover

Desk research

I reviewed Indian healthcare studies, online pharmacy reports, and public research to understand how users perceive prescriptions, generic medicines, and online ordering.
This helped identify recurring gaps around prescription clarity, trust, and anxiety during regulated purchases.

I reviewed Indian healthcare studies, online pharmacy reports, and public research to understand how users perceive prescriptions, generic medicines, and online ordering.
This helped identify recurring gaps around prescription clarity, trust, and anxiety during regulated purchases.

I reviewed Indian healthcare studies, online pharmacy reports, and public research to understand how users perceive prescriptions, generic medicines, and online ordering.
This helped identify recurring gaps around prescription clarity, trust, and anxiety during regulated purchases.

Competitor Analysis

I conducted an in-depth analysis of competitors in the Indian digital pharmacy space to understand how prescription requirements and trust signals are communicated.

Competitors: Tata 1mg, PharmEasy, Netmeds, Apollo 24|7

The analysis showed that while most platforms display an Rx indicator on medicine cards, users are often still allowed to proceed through checkout without completing prescription upload till the payment screen.

Surveys & Interviews

Conversations with frequent online medicine buyers
(20-30 years old) revealed confusion around prescription rules, hesitation toward generics, and frustration when next steps were unclear

Conversations with frequent online medicine buyers (20-30 years old) revealed confusion around prescription rules, hesitation toward generics, and frustration when next steps were unclear

Conversations with frequent online medicine buyers (20-30 years old) revealed confusion around prescription rules, hesitation toward generics, and frustration when next steps were unclear

60%

are unclear about prescription requirements for online medicine purchases

77%

understand what generic medicines are, but trust remains inconsistent

65%

trust generic medicines as much as branded ones

60%

are unclear about prescription requirements for online medicine purchases

77%

understand what generic medicines are, but don’t fully trust them

65%

trust generic medicines as much as branded ones

60%

are unclear about prescription requirements for online medicine purchases

77%

understand what generic medicines are, but don’t fully trust them

65%

trust generic medicines as much as branded ones

Insights from AJPCR, NIH

Key Insights

Lack of clarity

Users don’t know when prescriptions are required.

Lack of clarity

Users don’t know when prescriptions are required.

Lack of clarity

Users don’t know when prescriptions are required.

Low awareness

Generic medicines are not clearly understood.

Low awareness

Generic medicines are not clearly understood.

Low awareness

Generic medicines are not clearly understood.

Moderate trust

Users remain unsure about generic quality.

Moderate trust

Users remain unsure about generic quality.

Moderate trust

Users remain unsure about generic quality.

Information overload

Too much information makes decisions harder.

Information overload

Too much information makes decisions harder.

Information overload

Too much information makes decisions harder.

Ideation

Early Explorations

Before moving into structured flows and UI, I usually explore quick ideas on paper. These rough sketches helped me understand what needed simplifying, how users might move through the prescription flow, and how trust cues could be surfaced naturally.

Low Fidelity Explorations

Iterations

Designing the prescription flow took a few rounds of exploring what felt simple, what felt confusing, and where the unnecessary complexity lived. Each iteration taught me something different about how users understand (or don’t understand) prescriptions online.

User Flow

After identifying key friction points in Sayacare’s existing prescription upload process, I restructured the entire flow to reduce user confusion and decision fatigue.

Design

Upload Prescription

Order Flow

KEY LEARNINGS
Designing for trust-critical flows

In healthcare experiences, visual clarity alone is not enough. Allowing users to proceed too far without enforcing prescription requirements increased anxiety and reduce trust.

Clarity over Convenience

By intentionally introducing clarity-driven interruptions (Rx indicators, checkout prompts), the experience became more trustworthy and aligned with offline pharmacy expectations

Ingrify

Ingrify

Ingrify

Yay! Thanks for making it to the end.

Let's build something exceptional !

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Linkedin
Resume

Yay! Thanks for making it to the end.

Let's build something exceptional !

Email
Linkedin
Resume

Yay! Thanks for making it to the end.

Let's build something exceptional !

Email
Linkedin
Resume

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