Wellness Express
Taking everyday healthcare access beyond the pharmacy store.
Exploring how a familiar pharmacy brand could extend access to everyday healthcare essentials through a self-service kiosk experience.
Looking beyond the pharmacy counter.
I explored Wellness Forever across its digital and physical touchpoints to understand how it served customers.
A wider range of healthcare services
Wellness Forever offers more than medicine dispensing. Its services span pharmacy support, multiple ordering and fulfilment options, and a broad range of health and wellness products.
01Pharmacy & Medicine
- Prescription medicine dispensing
- OTC (Over-the-Counter) medicines
- Generic and branded medicines
- Pharmacist consultation and assistance
- Hospital pharmacy services
- Medicine-related customer support
02Ordering & Fulfilment
- Online medicine ordering
- Home delivery of medicines
- In-store medicine pickup
- Phone-based medicine ordering
- WhatsApp medicine ordering
- Repeat medicine ordering
03Health & Wellness Products
- Healthcare and wellness products
- Vitamins and dietary supplements
- Ayurvedic products
- Baby care products
- Personal care and hygiene products
- Skincare and haircare products
- Fitness and nutrition products
Could healthcare access extend beyond stores and delivery?
After exploring the brand, I looked at how people accessed everyday healthcare products through traditional pharmacies and online delivery. This helped me explore an opportunity for a more accessible, location-based alternative.
A pharmacy visit needs travel and a nearby store; delivery needs waiting and an address. Both depend on location and time, and neither fits a need that arises in a public place.
Design challenge How might we help people access suitable OTC healthcare products in public places through a convenient, clear and trustworthy self-service experience?
Based on secondary research and my own observations. I ran no interviews or usability tests.
Bringing everyday healthcare essentials closer to people.
Wellness Express is a proposed self-service kiosk concept that could make selected over-the-counter (OTC) healthcare products accessible in public locations such as fuel stations, airports and shopping centres.
A connected service, not just a vending machine.
I mapped the ecosystem required to make the concept work, considering customers, product information, inventory, dispensing, payment, communication and operational support.
How the parts depend on each other
The ecosystem map shows the actors and systems behind a single kiosk interaction.
Most of the service sits out of the customer's sight, so a gap in stock, payment or dispensing shows up as a failure at the kiosk.
Assumption Stock data, restocking and payment and support integration are assumed to be workable. Nothing is built or agreed.
Following the customer through five stages
The journey map covers actions, touchpoints, hypothesised emotions, pain points, opportunities and backstage dependencies. The emotions are hypotheses, not observed reactions, and the Sarah road-trip story is an illustrative scenario, not a research participant.
- Recognise a need
- Discover the kiosk
- Browse and select
- Review and pay
- Collect and leave
The riskiest moments are paying and collecting, where uncertainty is highest and the backstage service matters most.
Translating the service into an experience.
I translated the service concept into a kiosk interface, considering how customers would browse products, understand product information, check availability, complete payment and collect their purchases. Proposed and not usability tested.
Behind the interface: what happens when things go wrong
The service blueprint links customer actions to frontstage kiosk interactions, backstage processes, support systems and service evidence.
Each recovery path crosses several lanes: a failed dispense needs the kiosk, payment, incident handling and communication to cooperate.
Kiosk unavailable
A clear out-of-service message points to an alternative, and operations is alerted.
Product out of stock
Customers learn before paying and are offered an alternative.
Payment failure
Plain wording confirms nothing was dispensed, with a retry or another method.
Paid, not dispensed
An apology, a reference number and an incident record lead to a refund or resolution.
Proposed This is proposed service logic that needs operational and technical validation. Transactional messages would stay separate from opt-in marketing. Nothing here is built or tested.
The interface is only one part of the solution.
This exploration highlighted that a self-service healthcare experience depends on more than its interface. Product suitability, accurate stock information, reliable dispensing, payment processing and customer support all need to work together.
Trust in a kiosk comes from the whole service working, especially when something fails, not only from a clear screen.