ZappQ

ZappQ is a multi-surface healthcare platform enabling patients to discover doctors, book appointments, order medicines, and track real-time queue status, while providing hospitals with operational systems to manage bookings, queues, and workflows. When I took ownership, the platform had usability issues, fragmented workflows, and limited operational scalability. I led product definition, workflow redesign, and platform stabilization across the entire ecosystem, transforming it into a scalable, operationally reliable system. Currently deployed in live production with active usage across patients and hospital partners.

The platform faced multiple structural and usability challenges:

• Fragmented workflows across consumer and hospital systems
• Poor discovery due to inconsistent doctor classification
• Usability issues affecting booking, pharmacy, and lab workflows
• Limited operational visibility for hospitals
• Lack of analytics and structured product decision support
• Scalability constraints for onboarding hospitals and expanding services

I owned product definition, execution, and stabilization initiatives across the ZappQ platform. My responsibilities included:

• Defining product roadmap and system direction
• Writing PRDs and defining workflows across apps
• Leading feature definition and redesign initiatives
• Stabilizing the platform through structured testing and execution discipline
• Introducing analytics and tracking infrastructure
• Coordinating directly with engineering and leadership
• Acting as the single product owner across all platform surfaces

ZappQ consists of multiple integrated systems:

• Consumer App: Doctor discovery, booking, pharmacy ordering, lab booking, and live queue tracking
• Nurse Queue Management System: Real-time queue control, token management, and operational workflow handling
• Reception System: Booking management, token assignment, and patient coordination
• Hospital Admin Dashboard: Hospital onboarding, doctor management, operational visibility, and analytics
• Pharmacy System: Prescription uploads, order management, and fulfillment workflows
• Internal Admin System: Operational control, platform configuration, and ecosystem management
• Lab & Driver Systems: Lab test scheduling, sample collection workflows, and vendor coordination

ZappQ required coordination across multiple independent but interconnected systems:

• Consumer mobile application
• Hospital operational dashboards
• Real-time queue management systems
• Pharmacy vendor systems
• Lab test and sample collection workflows
• Internal administrative tools

Each system had distinct users, workflows, and operational constraints. Product decisions required balancing patient experience, hospital efficiency, operational reliability, and system scalability.

• Platform stabilization and workflow redesign: Improved booking reliability, workflow clarity, and operational usability
• Pharmacy experience rebuild: Redesigned prescription upload, ordering flow, and pharmacy product structure
• Doctor discovery and classification fix: Resolved structural issues in doctor categorization and search accuracy
• Analytics foundation implementation: Defined Mixpanel tracking and enabled data-driven product decisions
• Smart Clinic feature ownership: Defined workflows across user, vendor, and operational systems
• Hospital onboarding and operational dashboard improvements: Enabled scalable hospital onboarding and operational control
• Execution systems and SOP implementation: Introduced structured product execution, requirement definition, and release validation

• Owned product execution across the full platform lifecycle, including roadmap definition, workflow design, release validation, and platform stabilization.
• Acted as the single product owner across consumer, operational, and administrative systems.
• Owned end-to-end product definition and execution without dedicated design or QA resources, requiring direct ownership of workflow validation, usability, and release quality.
• Coordinated directly with engineering leadership to define requirements, prioritize fixes, and ensure release quality.
• Maintained product stability while shipping continuous improvements across multiple platform surfaces.

Platform scaled to:

• 3500+ downloads
• 250 - 500+ monthly active users
• 95% user satisfaction
• Successfully stabilized platform and improved usability across multiple product surfaces
• Enabled scalable hospital onboarding and ecosystem expansion
• Established analytics foundation enabling data-driven product decisions
• Reduced defect volume significantly through structured testing and product ownership
• Delivered multiple production releases across mobile and operational systems