Rx-booking platform
Clarity beats claims. Fix the journey, then scale the story.
Context
An online pharmacy booking service was losing share to a dominant aggregator despite stable category demand. The brand needed to rebuild trust, fix conversion gaps, and clarify its standalone identity beyond the parent offline chain.
Strategy
We reframed the challenge from “increase traffic” to “restore clarity.”
Through customer behavioral research and competitive mapping, the we uncovered key friction points — inconsistent pricing, poor stock visibility, and slow confirmations — eroding loyalty.
The new strategy focused on transparency and predictability: own the “rational purchase” by guaranteeing clarity on price, stock, and pickup time.
Delivery
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Defined a distinct brand positioning built on trust and simplicity, separating the online experience from its offline counterpart.
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Prioritized journey optimization — faster booking flow, expanded search coverage, real-time stock updates.
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Built a service-response framework mirroring category leaders’ best practices in public issue resolution.
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Designed a channel plan combining intent-led paid search and owned education content to rebuild confidence and awareness.
The result: a clear roadmap to fix what drives drop-off, refocus spend on intent capture, and reintroduce the brand as the easiest, most transparent way to book medicine online.
