Product Lead
Refila® is a secure prescription refill platform that lets patients located in the EU get an ePrescription without unnecessary consultations. Valid in over 14 EU countries (with more joining soon)
Scope
End-to-end product ownership: identified the market gap, designed the service model, built the platform, and prepared the launch
Standalone digital refill service with dedicated patient, doctor, payment, document, and admin workflows
Tech Stack
Web-based platform using Lovable, KYC WebSDK, payment integrations, WhatsApp API, and Catalyst for secure file hosting
Custom-owned admin and backend infrastructure, avoiding unnecessary SaaS dependency while keeping costs low and operations separate from the clinic
Why launch Refila?
Patients abroad need better access
People travelling, relocating, or away from their usual doctor often don’t have a simple way to request repeat medication support
Refila® makes the process faster and more secure
Patients complete the process online with prescription evidence and KYC verification, while doctors only request a consultation when it is medically necessary
Prescriptions refills are too overcomplicated
Patients with valid prescription proof are being pushed into full consultations, adding unnecessary time, cost, friction and waste
Generic telehealth doesn’t serve patients
Patients are often asked to explain their treatment history from scratch, go through another full assessment, and justify medication that has already been prescribed
Product Strategy
Narrow by design
Rather than becoming a broad telehealth marketplace, Refila focuses on clear, high-intent patient needs: prescription refills and online consultations that can be handled safely, quickly, and transparently
Proof over friction
Refila starts with evidence, not appointments: patients submit valid prescription proof, and doctors issue an ePrescription unless further consultation is needed, making the process faster, secure, lower-cost, and legally aligned
Lean Infrastructure
Refila was built as an independent digital service with owned workflows, low operating costs, secure document handling, and room to expand without adding operational complexity or SaaS overhead
Design & Experience
Trust by design
The experience uses clear wording, secure upload flows, identity verification, and doctor review cues to make a digital healthcare service feel legitimate, safe, and medically governed
Clarity first
Refila was designed to make the patient journey feel obvious from the first step: choose the service, upload prescription proof, complete verification, get automatic status updates on WhatsApp
Built for speed
Every step was stripped down to reduce friction while keeping the process compliant: fewer screens, simpler decisions, mobile-friendly flows, and no consultation unless it is medically needed
Tools & Technologies
Web Platform
Fully browser-based web service with PWA capability, structured routing, modern frontend components, and a responsive patient experience designed for fast access across devices
Lovable
React
Tailwind
Radix UI
TanStack Router
Product & Interface Stack
Secure infrastructure for medical files, structured request data, and document handling, keeping everything controlled, separated, and scalable without adding unnecessary SaaS layers
Catalyst
SQL
Supabase
Cloudinary
Identity & Payments
Identity verification, checkout, payment handling, and request validation form the trust layer behind the service, supporting a secure digital healthcare flow from submission to review.
DIDIT
WebSDK
Revolut Merchant
PayPal
Ops & Comms
Admin workflows, doctor review, patient communication, email, WhatsApp updates, and prescription handling connect through a dedicated operational layer separate from in-person software and workflows
Admin Infra
WhatsApp API
Refila API & Webhooks
Compliance & Trust
Compliance by design
Trust depends on more than secure forms. Refila places medical review, prescription proof, KYC verification, and safe document handling at the centre of the flow, creating a clear compliance layer around every request
KYC Verification
Refila brings financial-grade KYC into digital healthcare, creating a verified identity layer that strengthens trust, accountability, and readiness for stricter regulation, higher volume, and future service expansion
Abuse Prevention
By using KYC verification, Refila has system-level protection against repeat abuse, blocked users, and duplicate access attempts, using identity signals beyond basic document numbers
Platform Hardening
Start by clarifying what is actually broken or missing for both users and the business, using existing data, stakeholder conversations, and any known constraints to define a realistic problem statement and scope
Testing & Iteration
Edge Case Handling
Request flows account for unclear prescription proof, invalid documents, failed verification, payment issues, repeat submissions, and cases where doctor review requires additional consultation before issuing an ePrescription
Usability Testing
The patient journey was reviewed across form steps, uploads, verification, payments, mobile layouts, and confirmation states to ensure the service remained accessible, understandable, and easy to complete for different user needs
Outcomes
Refila® makes the process faster and more secure
Patients complete the process online with prescription evidence and KYC verification, while doctors only request a consultation when it is medically necessary
Prescriptions refills are too overcomplicated
Patients with valid prescription proof are being pushed into full consultations, adding unnecessary time, cost, friction and waste
Generic telehealth doesn’t serve them
Patients are often asked to explain their treatment history from scratch, go through another full assessment, and justify medication that has already been prescribed
Brand Positioning
