Case Study — Digital Health
SATUSEHAT Resep: prescriptions, simplified.
Overview
Pharmacies were drowning in paper.
Indonesia's SATUSEHAT ecosystem connects the national healthcare system — but small pharmacies still redeemed prescriptions with paper, phone calls, and guesswork. Errors were common, queues were long, and records rarely matched.
My job as product designer: design a standardized digital redemption flow that works for 8,000+ small pharmacies with wildly different business models — without adding new burden to a pharmacist's day.
The Challenge
One flow, thousands of different pharmacies.
A franchise pharmacy in Jakarta and a family-run kiosk in a small town operate on completely different rules. The design had to be strict enough to standardize national health data, yet flexible enough to fit real pharmacy workflows.
Process
How we got there.
Field research
Visited and interviewed pharmacists to map how prescriptions actually get redeemed — including all the workarounds.
Map the mess
Modeled redemption flows across pharmacy types with the Product, Tech, Data, and Helpdesk teams to find the shared backbone.
Prototype & test
Weekly Figma prototypes tested with pharmacists; every screen that caused hesitation was simplified or cut.
Ship & scale
Rolled out gradually with the Helpdesk team, turning real support tickets into design fixes.
Outcome
8,000+ pharmacies, one standard.
SATUSEHAT prescription now lets small-scale pharmacies across Indonesia redeem medication digitally — standardized for the national system, simple for the person behind the counter.