MediLink is a Series B digital health company that offers a mobile app for virtual care, prescription management, and lab result access. It serves 4 million registered users across the US and generates revenue through employer health plans and provider partnerships. The company is growing quickly, but operates in a highly regulated environment with strict privacy, security, and audit requirements.
MediLink wants to improve the prescription refill experience. User research shows that patients want a faster, simpler refill flow with proactive reminders and fewer manual steps. Today, only 58% of refill attempts are completed successfully, and customer support tickets related to refills account for 22% of total ticket volume. However, the product team faces significant constraints: HIPAA compliance, state-by-state prescription rules, mandatory identity verification for some medications, and a legacy pharmacy integration that cannot support real-time updates for all refill statuses.
Leadership has asked you to propose a product approach that improves the user experience without creating regulatory risk or requiring a full backend rebuild.