ESHAN JAIN

Work / Visit Health

Cashless Physiotherapy

A first-of-its-kind benefit: physio sessions paid for by your insurer or employer, with no claim to file. From a one-line directive to production across five interfaces.

Role
Product manager, end to end
Timeline
Jun 2025 to Jan 2026
Surfaces
App, partner, doctor and ops dashboards
Status
Shipped Android, iOS, web
Cashless physiotherapy app screens
The problem

Large insurers and corporate clients wanted cashless physio for their members. Nobody in the market offered it as a benefit.

What I did

Scoped the journey with every department, ran design, specced four engineering pods, onboarded partners.

Outcome

Live on Android and iOS in early 2026, with a ₹2 Cr first-year order book from ICICI Lombard, Oracle and Mondelez.

01The ask

June 2025. Our MD called: some of our largest insurance and corporate partners wanted cashless physiotherapy for their members. We already reimbursed physio sessions, so demand was proven. The brief was one line: build it and go live as soon as possible.

Simple ask. Not a simple build.

02The journey, in five frames

What it feels like from the member's side, and then from everyone else's. draft captions

  1. A man on a sofa holding his lower back, with a thought bubble of coins and a question mark.1Back pain, and who pays?
  2. Over his shoulder, he picks a nearby physiotherapy centre from a list on his phone.2Pick a nearby centre.
  3. A physiotherapist with a clipboard treats him lying on a bed; a QR code stands on the table.3Check in with a QR code.
  4. A woman at a laptop with a tick on the screen, a stack of claim papers crossed out beside her.4The sponsor approves. No claim to file.
  5. A monitor showing five user icons and a dashboard with a bar chart and a line chart.5Five users, one dashboard.

03Five users, one order

Visit Health is a multi-sided platform. Every booking touches five people, each with their own interface and their own idea of "done".

MemberBooks and attends sessions
Physio partnerAccepts orders, invoices
DoctorVerifies the prescription
Ops teamRuns the order lifecycle
SponsorPays, needs proof

My job was to hold all five in my head at once and make the flow work for everyone who touches the order.

04Alignment was the product

We put every department head in one room: ops, network, support, doctors, tech, product, design. I mapped the full journey in Lucidchart and took it through round after round of pushback. It took a couple of months.

"Alignment is the actual product work. That's not overhead; that is the job."

Minutes from one of the alignment meetings, Oct 2025
Minutes from one of the alignment meetings, Oct 2025

05The redesign nobody wanted

We found no aggregator offering cashless physio, so there was nothing to copy. After another round of approvals, the CEO liked the journey but wanted the app itself to nudge people to book more sessions. So we started over, and the second version was better in every way.

Consumer app screens after the redesign
Consumer app screens after the redesign

06The messy middle

Backend went first, then Android, iOS and web built against real endpoints. In parallel I ran the partner dashboard, doctor panel, ops dashboard, network onboarding, message templates and analytics events.

Partner, doctor and ops dashboards
Partner, doctor and ops dashboards

Ops testing surfaced real problems: a centre's logo missing, no cancellation disclaimer, the amount due showing as zero. The job shifted from designing the system to defending the quality bar.

Ops feedback from testing, Nov 2025
Ops feedback from testing, Nov 2025

07Going live

Live on Android and iOS across several large corporate and insurance sponsors in early 2026. Web followed once the last bugs were fixed.

The numbers:

  • ₹2 Cr first-year order book, won with ICICI Lombard, Oracle and Mondelez.
  • 42% lower insurer claim costs than reimbursement, because every visit is verified by OTP and cannot be faked.
  • 95% verified attendance and 70% session completion in the pilot, from A/B testing two booking journeys.
  • 20 to 40% below-market pricing that still works, from modelling a 27% lower cost per physio visit.
  • 35% faster centre onboarding and about 30% fewer handoff errors, from five synced dashboards built on low-code ERPNext.
The go-live message, Jan 2026
The go-live message, Jan 2026

The full story, with every meeting and bug list, is in the essay Building Cashless Physiotherapy from scratch.

08What I took away

  • Multi-stakeholder products are a different sport. The user wants simplicity, the insurer wants documentation, the partner wants flexibility, ops wants control.
  • Going back to the drawing board can be the process working. The redesign felt like a setback and produced the better product.

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