Zeno Health
At Zeno, led the design of the V2 mobile and web customer-facing app while optimizing internal systems for a 3x increase in operational efficiency and cost savings. Replaced Tookan with an in-house delivery system, reducing costs by 8% and improving delivery efficiency by 25%. Launched Express Delivery for 30-minute medicine delivery, boosting customer satisfaction by 40%. Collaborated with teams to increase online conversions by 13% and addressed product gaps to enhance engagement.
Zeno Health (formerly Generic Aadhaar) operates 100+ retail pharmacy outlets across India, focused on making generic medicines affordable and accessible. I joined as the Lead Product Manager during a pivotal growth phase—the business had strong offline presence, but digital lagged far behind.
Background & The Vision
Our customers trusted us in-store, but the digital experience didn't reflect that relationship. The mobile app was difficult to navigate for chronic patients who reorder monthly, and our fulfilment relied heavily on third-party tooling that added cost and reduced control. My mandate was to close the gap between physical and digital while dramatically improving operational efficiency.
The Challenges
The Trust Gap. Generic medicines carry a perception burden. Users weren't confident in quality equivalence, and the app gave them no tools to compare or verify.
Inventory Mismatch. Real-time sync between 100+ stores and the mobile app was fragmented. Orders would be confirmed, then cancelled—killing retention for chronic patients.
Complex UX. Uploading a prescription and placing a refill order required too many steps. For elderly or low-digital-literacy users, it was a dealbreaker.
What I Built
V2 Mobile & Web App. Led a full redesign of the customer-facing apps—streamlined prescription upload, clearer delivery slot selection, and a transparent order tracking experience. Worked directly with design and engineering to reduce clicks-to-order for the most common refill journey.
In-House Delivery System. Replaced our dependency on Tookan with an internal delivery management system. This gave us full control over routing, reduced infrastructure costs by 8%, and improved on-time delivery efficiency by 25%.
Express Delivery. Launched a 30-minute medicine delivery feature for urgent needs. It meaningfully differentiated us from standard pharmacy delivery and drove a 40% lift in customer satisfaction scores.
Conversion Optimisation. Identified and closed the key drop-off points in the checkout funnel through A/B testing and session analysis, increasing online conversions by 13%.
Results
The combined initiatives drove a 3× improvement in operational efficiency. More importantly, they shifted Zeno Health's positioning—from a store customers visited to a health partner they relied on digitally, with strong retention among the chronic patient segment that drives long-term revenue.
