Point of Sale System
Tata 1mg is an Indian healthcare platform offering services like online and offline pharmacies, diagnostics, and e-consultations.
Point of Sales
Retail
Project Overview
Tata 1mg is an Indian healthcare platform offering services like online and offline pharmacies, diagnostics, and e-consultations.
Tata 1mg plans to expand from over 130 to 500 retail stores across 32 cities. To support this growth, the organisation aims to develop a robust POS (Point of Sale) system to enhance customer experience and operational efficiency. The initiative aimed to reduce billing time, integrate customer data seamlessly, and improve overall transaction processes. Additionally, it is designed to be adaptable for future use as a customizable SaaS(Software-as-a-Service) product.
Identified Problems
Fragmented Information Access
Pharmacists often need to switch between multiple platforms—such as Tata 1mg's website for product details and the Odin(inventory management system) for stock information—to process a single product's billing. This fragmentation leads to inefficiencies and increased processing time.Lack of a Consolidated View
The existing POS system's step-by-step checkout process necessitates frequent back-and-forth actions, which pharmacists find cumbersome.Suboptimal Interaction Design
Unlike standard POS systems that utilize keyboard shortcuts for efficiency, the current system relies heavily on mouse interactions. This design choice slows down the billing process and reduces overall productivity.Insufficient Integration with Tata 1mg's Ecosystem
Despite Tata 1mg's robust e-commerce platform, the POS system in retail stores lacks integration with features such as customer memberships and user data. This disconnect hampers the ability to provide a seamless and personalized customer experience.Accessibility Challenges
The use of low-quality or non-IPS monitors, often positioned below eye level, results in poor visibility and readability issues. This setup impairs pharmacists' ability to interact efficiently with the system, affecting overall service quality.
Problem Identification Process
To thoroughly understand the challenges within Tata 1mg's retail operations, we conducted a comprehensive assessment involving:
On-Site Evaluations | Staff Interviews | Competitive Analysis |
|---|---|---|
Visited 15 different stores, including 4 competitor locations, spending approximately two hours at each to observe workflows and system interactions. | Conducted in-depth interviews with over 30 pharmacists to gather firsthand insights into daily operational hurdles and system usability issues. | Analyzed competitor POS systems to benchmark industry standards and identify features that enhance efficiency and user satisfaction. |
Critical Insights
Standing Workstations
Pharmacists predominantly operate the POS system while standing, necessitating an ergonomic and user-friendly interface to accommodate this working posture.Monitor Quality Issues
The use of low-quality monitors with poor contrast ratios impairs readability, especially since screens are not positioned at eye level, leading to frequent usability challenges.Dependence on Mouse Input
The current system's reliance on mouse interactions for order placement slows down processes. In contrast, other pharmacy POS systems effectively utilize keyboard shortcuts to enhance speed and accessibility.Integrated Functionalities in Competitor Systems
Competitor POS systems offer integrated features such as inventory management, report generation, delivery coordination, and online order processing, highlighting gaps in Tata 1mg's existing system.Billing Speed Disparity
The average billing time at Tata 1mg is ~3:30 minutes, whereas competitors like Apollo process transactions in just 1:20 minutes, highlighting the need for significant efficiency improvements.
Design Strategies Implemented
Unified Single-Screen Interface
We designed a holistic view of added medicines and related details to expedite billing, reducing the need for pharmacists to navigate multiple screens. (substitute cart)Ecosystem Integration
Customer data such as prescriptions, memberships, credits, and order history were integrated into the POS system, ensuring a seamless experience for repeat and online customers.Enhanced Visual Accessibility
Implementing a dark mode improved visual contrast, especially on low-quality displays, enhancing readability for pharmacists.Introduction of Shortcut Keys
Implementing keyboard shortcuts enabled pharmacists to perform common tasks more quickly, reducing reliance on mouse navigation and streamlining the checkout process.Hybrid Order Placement Model
We developed a system allowing pharmacists to handle both online and offline orders simultaneously, minimizing repetitive data entry and saving time.Optimized Information Architecture
By identifying and prioritizing essential information at each step, we created an information architecture that facilitates faster decision-making for pharmacists. (substitute cart)Alternative Options for Out-of-Stock Items
To minimize drop-offs, the system offers salt substitutes, online delivery options, or checks inventory from other stores when items are out of stock.
Results
Significant Reduction in Billing Time
The average time per order decreased from 3:45 minutes to 1:50 minute, leading to increased customer satisfaction.Enhanced Product Discoverability
The redesigned system improved the experience for product discoverability, making it easier for pharmacists to locate and recommend products.Positive User Feedback
Pharmacists appreciated the intuitive design, with 85% of users stating the new system was significantly easier to use compared to the previous one.Seamless Workflow
The hybrid order placement model streamlined online and offline order handling, cutting repetitive tasks and reducing errors by 40%.
Collaborators
Built with Brilliant Minds
Acknowledging the designers who turned vision into impact — meet the people who made it possible.
More Works
FAQ
01
What makes your design process unique?
02
Have you worked on MVPs or 0-to-1 product journeys?
03
What is your design process like from research to handoff?
04
How do you handle tight deadlines or scope changes in a project?
05
How do you handle design critiques or conflicting feedback?
Point of Sale System
Tata 1mg is an Indian healthcare platform offering services like online and offline pharmacies, diagnostics, and e-consultations.
Point of Sales
Retail
Project Overview
Tata 1mg is an Indian healthcare platform offering services like online and offline pharmacies, diagnostics, and e-consultations.
Tata 1mg plans to expand from over 130 to 500 retail stores across 32 cities. To support this growth, the organisation aims to develop a robust POS (Point of Sale) system to enhance customer experience and operational efficiency. The initiative aimed to reduce billing time, integrate customer data seamlessly, and improve overall transaction processes. Additionally, it is designed to be adaptable for future use as a customizable SaaS(Software-as-a-Service) product.
Identified Problems
Fragmented Information Access
Pharmacists often need to switch between multiple platforms—such as Tata 1mg's website for product details and the Odin(inventory management system) for stock information—to process a single product's billing. This fragmentation leads to inefficiencies and increased processing time.Lack of a Consolidated View
The existing POS system's step-by-step checkout process necessitates frequent back-and-forth actions, which pharmacists find cumbersome.Suboptimal Interaction Design
Unlike standard POS systems that utilize keyboard shortcuts for efficiency, the current system relies heavily on mouse interactions. This design choice slows down the billing process and reduces overall productivity.Insufficient Integration with Tata 1mg's Ecosystem
Despite Tata 1mg's robust e-commerce platform, the POS system in retail stores lacks integration with features such as customer memberships and user data. This disconnect hampers the ability to provide a seamless and personalized customer experience.Accessibility Challenges
The use of low-quality or non-IPS monitors, often positioned below eye level, results in poor visibility and readability issues. This setup impairs pharmacists' ability to interact efficiently with the system, affecting overall service quality.
Problem Identification Process
To thoroughly understand the challenges within Tata 1mg's retail operations, we conducted a comprehensive assessment involving:
On-Site Evaluations | Staff Interviews | Competitive Analysis |
|---|---|---|
Visited 15 different stores, including 4 competitor locations, spending approximately two hours at each to observe workflows and system interactions. | Conducted in-depth interviews with over 30 pharmacists to gather firsthand insights into daily operational hurdles and system usability issues. | Analyzed competitor POS systems to benchmark industry standards and identify features that enhance efficiency and user satisfaction. |
Critical Insights
Standing Workstations
Pharmacists predominantly operate the POS system while standing, necessitating an ergonomic and user-friendly interface to accommodate this working posture.Monitor Quality Issues
The use of low-quality monitors with poor contrast ratios impairs readability, especially since screens are not positioned at eye level, leading to frequent usability challenges.Dependence on Mouse Input
The current system's reliance on mouse interactions for order placement slows down processes. In contrast, other pharmacy POS systems effectively utilize keyboard shortcuts to enhance speed and accessibility.Integrated Functionalities in Competitor Systems
Competitor POS systems offer integrated features such as inventory management, report generation, delivery coordination, and online order processing, highlighting gaps in Tata 1mg's existing system.Billing Speed Disparity
The average billing time at Tata 1mg is ~3:30 minutes, whereas competitors like Apollo process transactions in just 1:20 minutes, highlighting the need for significant efficiency improvements.
Design Strategies Implemented
Unified Single-Screen Interface
We designed a holistic view of added medicines and related details to expedite billing, reducing the need for pharmacists to navigate multiple screens. (substitute cart)Ecosystem Integration
Customer data such as prescriptions, memberships, credits, and order history were integrated into the POS system, ensuring a seamless experience for repeat and online customers.Enhanced Visual Accessibility
Implementing a dark mode improved visual contrast, especially on low-quality displays, enhancing readability for pharmacists.Introduction of Shortcut Keys
Implementing keyboard shortcuts enabled pharmacists to perform common tasks more quickly, reducing reliance on mouse navigation and streamlining the checkout process.Hybrid Order Placement Model
We developed a system allowing pharmacists to handle both online and offline orders simultaneously, minimizing repetitive data entry and saving time.Optimized Information Architecture
By identifying and prioritizing essential information at each step, we created an information architecture that facilitates faster decision-making for pharmacists. (substitute cart)Alternative Options for Out-of-Stock Items
To minimize drop-offs, the system offers salt substitutes, online delivery options, or checks inventory from other stores when items are out of stock.
Results
Significant Reduction in Billing Time
The average time per order decreased from 3:45 minutes to 1:50 minute, leading to increased customer satisfaction.Enhanced Product Discoverability
The redesigned system improved the experience for product discoverability, making it easier for pharmacists to locate and recommend products.Positive User Feedback
Pharmacists appreciated the intuitive design, with 85% of users stating the new system was significantly easier to use compared to the previous one.Seamless Workflow
The hybrid order placement model streamlined online and offline order handling, cutting repetitive tasks and reducing errors by 40%.
Collaborators
Built with Brilliant Minds
Acknowledging the designers who turned vision into impact — meet the people who made it possible.
More Works
FAQ
01
What makes your design process unique?
02
Have you worked on MVPs or 0-to-1 product journeys?
03
What is your design process like from research to handoff?
04
How do you handle tight deadlines or scope changes in a project?
05
How do you handle design critiques or conflicting feedback?
Point of Sale System
Tata 1mg is an Indian healthcare platform offering services like online and offline pharmacies, diagnostics, and e-consultations.
Point of Sales
Retail
Project Overview
Tata 1mg is an Indian healthcare platform offering services like online and offline pharmacies, diagnostics, and e-consultations.
Tata 1mg plans to expand from over 130 to 500 retail stores across 32 cities. To support this growth, the organisation aims to develop a robust POS (Point of Sale) system to enhance customer experience and operational efficiency. The initiative aimed to reduce billing time, integrate customer data seamlessly, and improve overall transaction processes. Additionally, it is designed to be adaptable for future use as a customizable SaaS(Software-as-a-Service) product.
Identified Problems
Fragmented Information Access
Pharmacists often need to switch between multiple platforms—such as Tata 1mg's website for product details and the Odin(inventory management system) for stock information—to process a single product's billing. This fragmentation leads to inefficiencies and increased processing time.Lack of a Consolidated View
The existing POS system's step-by-step checkout process necessitates frequent back-and-forth actions, which pharmacists find cumbersome.Suboptimal Interaction Design
Unlike standard POS systems that utilize keyboard shortcuts for efficiency, the current system relies heavily on mouse interactions. This design choice slows down the billing process and reduces overall productivity.Insufficient Integration with Tata 1mg's Ecosystem
Despite Tata 1mg's robust e-commerce platform, the POS system in retail stores lacks integration with features such as customer memberships and user data. This disconnect hampers the ability to provide a seamless and personalized customer experience.Accessibility Challenges
The use of low-quality or non-IPS monitors, often positioned below eye level, results in poor visibility and readability issues. This setup impairs pharmacists' ability to interact efficiently with the system, affecting overall service quality.
Problem Identification Process
To thoroughly understand the challenges within Tata 1mg's retail operations, we conducted a comprehensive assessment involving:
On-Site Evaluations | Staff Interviews | Competitive Analysis |
|---|---|---|
Visited 15 different stores, including 4 competitor locations, spending approximately two hours at each to observe workflows and system interactions. | Conducted in-depth interviews with over 30 pharmacists to gather firsthand insights into daily operational hurdles and system usability issues. | Analyzed competitor POS systems to benchmark industry standards and identify features that enhance efficiency and user satisfaction. |
Critical Insights
Standing Workstations
Pharmacists predominantly operate the POS system while standing, necessitating an ergonomic and user-friendly interface to accommodate this working posture.Monitor Quality Issues
The use of low-quality monitors with poor contrast ratios impairs readability, especially since screens are not positioned at eye level, leading to frequent usability challenges.Dependence on Mouse Input
The current system's reliance on mouse interactions for order placement slows down processes. In contrast, other pharmacy POS systems effectively utilize keyboard shortcuts to enhance speed and accessibility.Integrated Functionalities in Competitor Systems
Competitor POS systems offer integrated features such as inventory management, report generation, delivery coordination, and online order processing, highlighting gaps in Tata 1mg's existing system.Billing Speed Disparity
The average billing time at Tata 1mg is ~3:30 minutes, whereas competitors like Apollo process transactions in just 1:20 minutes, highlighting the need for significant efficiency improvements.
Design Strategies Implemented
Unified Single-Screen Interface
We designed a holistic view of added medicines and related details to expedite billing, reducing the need for pharmacists to navigate multiple screens. (substitute cart)Ecosystem Integration
Customer data such as prescriptions, memberships, credits, and order history were integrated into the POS system, ensuring a seamless experience for repeat and online customers.Enhanced Visual Accessibility
Implementing a dark mode improved visual contrast, especially on low-quality displays, enhancing readability for pharmacists.Introduction of Shortcut Keys
Implementing keyboard shortcuts enabled pharmacists to perform common tasks more quickly, reducing reliance on mouse navigation and streamlining the checkout process.Hybrid Order Placement Model
We developed a system allowing pharmacists to handle both online and offline orders simultaneously, minimizing repetitive data entry and saving time.Optimized Information Architecture
By identifying and prioritizing essential information at each step, we created an information architecture that facilitates faster decision-making for pharmacists. (substitute cart)Alternative Options for Out-of-Stock Items
To minimize drop-offs, the system offers salt substitutes, online delivery options, or checks inventory from other stores when items are out of stock.
Results
Significant Reduction in Billing Time
The average time per order decreased from 3:45 minutes to 1:50 minute, leading to increased customer satisfaction.Enhanced Product Discoverability
The redesigned system improved the experience for product discoverability, making it easier for pharmacists to locate and recommend products.Positive User Feedback
Pharmacists appreciated the intuitive design, with 85% of users stating the new system was significantly easier to use compared to the previous one.Seamless Workflow
The hybrid order placement model streamlined online and offline order handling, cutting repetitive tasks and reducing errors by 40%.
Collaborators
Built with Brilliant Minds
Acknowledging the designers who turned vision into impact — meet the people who made it possible.
More Works
FAQ
What makes your design process unique?
Have you worked on MVPs or 0-to-1 product journeys?
What is your design process like from research to handoff?
How do you handle tight deadlines or scope changes in a project?
How do you handle design critiques or conflicting feedback?