Halving turnaround time

Rebuilding a doorstep service journey end to end — from the customer's booking to the field team's day — to get results back in under a day.

Role: Product Manager
Dates: Feb 2021 – Dec 2023
Scope: Booking to report delivery

48h → <24h

Sample-to-report turnaround

2 tools

Field app and operations web module, replacing spreadsheets

Pan-India

Geo-fenced slot mapping across Tier-1 cities and pan-India

Context

MFine offered doorstep diagnostics: a customer books a test, a paramedic collects the sample at home, and the report is delivered digitally. MFine and LifeCell came together through an acquisition. I owned the digital journey across booking, sample collection, tracking and report delivery.

The problem

Field operations ran on spreadsheets, and it took 48 hours from sample collection to report.

What I did

Ran field research, shadowing paramedics on their rounds to find operational friction.
Replaced spreadsheet workflows with a Paramedic App and an operations web module.
Architected a geo-fenced slot-mapping system that scaled service delivery across Tier-1 cities and pan-India.
Shipped all of it within healthcare compliance constraints.

Results

Before48h

After<24h

Sample-to-report turnaround time, before and after.

Turnaround cut from 48 hours to under 24.
Field and operations teams moved off spreadsheets onto purpose-built tools.
Slot mapping that scaled service delivery across Tier-1 cities and pan-India.

What I learned

The fastest way to understand an operations problem is to go out with the people doing the work.
Tools for the internal team can move a customer metric as much as the customer-facing app.