2023

2023

Streamlined the lab requisition workflow saving support teams 7 hrs per week

Streamlined the lab requisition workflow saving support teams 7 hrs per week

1.5 min video recap


Summary

We streamlined the lab requisition process, cutting support workload by 7 hours per week. By reducing clicks, automating messages, and adding a dedicated lab page, we improved efficiency and patient clarity while lowering admin costs.

Skills

+Design systems

+User research

+Prototyping

+User testing

+Workflow optimization

Role

Intermediate product designer

Team

Myself, 1 product manager, 3 Developers

Context

PurposeMed is a multi-treatment platform that connects patients from underserved communities to clinicians so that they can get specialized care from their homes. Their treatments include HIV prevention & treatment and ADHD & mental health care. Their pharmacy Affirming Care ships the medication.

Problem

The process of sending lab requisitions to patients was time consuming for the Freddie Support team

4.5-7.5 hrs / week

responding to lab confirmation messages.

10%

of total messages received from patients are replies confirming they received the lab requisition.

Problem

The process of sending lab requisitions to patients is time consuming for the Freddie Support team.

10%

of total messages received from patients are replies confirming they received the lab requisition.

4.5-7.5 hrs

a week responding to lab confirmation messages.

Goal

How might we reduce the amount of time it takes to send lab requisitions so that admin costs can be saved?

Discovery

It was important that we clearly defined the problem space and had a wholistic understanding of the user journey. To do this we shadowed Freddie Support, and Clinicians. Additionally, we conducted user interviews with Freddie patients

Discovery

What we learned from talking with patients

Patients were overwhelmed by the long lab requisition message

Patients wanted to see their previous labs.

Messaging was misleading. Patients thought they need to notify support via message after completing labs instead of clicking the button in the app.

Discovery

What we learned from talking with support

Sending lab requisition files was time-consuming

Excessive messaging delayed patient coordination

Support teams juggled multiple tools to find information

Solution

I identified opportunities to streamline the lab requisition process by reducing clicks through form modifications and consolidating requisitions onto a dedicated page, optimizing the process to save support time and enhance the patient experience

The high-fidelity screens were tested with 10 Freddie patients on Maze before implementation.

Removed a time-consuming step for support

Updated messaging & CTA in the braze email

Created a new lab requisition page for patients

Solution

The solution streamlines the lab process, saving support time and allowing the team to focus on more important tasks.

For patients, clearer visual communication reduces questions and reliance on secure messaging, improving transparency and simplifying their care journey.

Solution

4 months after the project was implemented the new workflow saved the Freddie support team 7 hours per week.

Lessons learned

I learned how to navigate the complexities of stakeholder management and alignment while applying design thinking to improve workflows.

Initially, we envisioned an ideal solution, but we had to scale back to work within the constraints of legacy code and project timelines. By balancing these limitations with our goals, we were still able to create more efficient solutions that ultimately benefited the team.