Design a User Experience for Social Good Project Overview Google UX Design Professional Certificate GoLabs is an app that connects users with mobile lab services to bring convenient, risk free lab testing to their own home. Project Duration My Responsibilities My Role 2 Week Design Sprint User Research
Wireframing
Graphic Design
Mock Ups
Low Fidelity Prototype
High Fidelity Prototype
Testing Research
(UX) User Experience
(UI) User Interface

Problem The process of obtaining lab work ordered by a physician is a difficult and sometimes lengthy process for patients. Often, patients find themselves going through the inconvenience of having to arrange for transportation, taking off from work, waiting for long periods of time for the results and for feedback from their doctor. This is often further complicated if patients live in remote or rural areas and have limited access to medical facilities and services. Goal The goal of this UX Case Study is to explore how we can improve the patient experience by making it easier and more efficient to order and receive lab work results.

Surveys & Interviews To better understand the patient experience and determine what improvements could be made to the current system, a research study was conducted using both qualitative and quantitative methods. This included online surveys, interviews and focus groups. I was able to separate their pain points, needs and desires into 6 different categories. Analysis Analysis of the research results revealed that there are three key areas of the process which cause frustration and concern among patients: convenience, safety and unpredictability. Patients often worry about the time and effort it takes to get their lab results, feel unsafe waiting in public spaces such as waiting rooms, and find the current system unpredictable due to lack of feedback from doctors

Personas Inspired by the information collected in interviews and surveys, I created three personas to represent the pain points of individuals with different demographics. Robert Blumenthal: 07.6.1968, 55 : Rockford, MI "I live in a rural area, and the only lab that accepts my insurance is over an hour away. Every time I have to get bloodwork done, they are on lunch, closed due to short staffing or it is too late. I have to take an entire day off work for something that only takes 2 minutes to do once I am in there. It is very inconvenient." [user interview} Jillian Situet : 03.16.89, 33: Melrose, MA "My baby has heart problems and it is a very traumatic experience when we have a technician that is not as experienced with pediatric draws. If labs are not coordinated by doctors we end up having to do it multiple times. I wish I could see the lab orders and choose the same person every time." [user interview] Amy Lam: 04.22.1937, 86 : Houston, TX
“I finally get my daughter to help me schedule the appointment, she has to drive me, then we wait for over 45 minutes to be seen in a small room with 3 other people. I leave thinking, this is it for me, I’ll be dead in 2 weeks now.” [user interview quote] Caretaker: Joan Winter

Design Solutions To address these concerns, several design solutions were proposed: Online portal for ordering and viewing lab results. Automated appointment booking for at-home tests. Text message notifications for appointments and results. Design that simplifies current process creating a more accessible experience Flexible lab services for remote and rural areas.

User Storyboard Jillian's son has a difficult time getting bloodwork, but needs it on a regular basis.

She calls labs around the area to find a location that has a pediatric phlebotomist as most technicians struggle with a baby.

She drives an hour and forty-seven minutes to the children's hospital passing numerous labs that were unable to do it.

Her technician was new and very nervous. It was a traumatic experience.
User Storyboard Amy has to have assistance with mobility and has a caretaker. To get her blood drawn she has to coordinate their schedules and be driven to the appointment.

When she walks into the waiting room she sees it filled with other patients. She has an appointment but is worried about waiting in the closed quarters.

Over 50 minutes later she is still waiting. She is really nervous about getting sick from someone.

Labcorp Travalab Get Labs Convelabs National Phlebotomy
Network Providers Competitive Analysis Collected Data sheet Focusing on five distinct areas of competitors to improve the user experience of the product: first impressions, interaction, visual design, general information and content. This allows me to accurately assess current services available. I have broken down each area into their own subsections and provide recommendations based on the findings in an external sheets document. Competitive Analysis Collected Data sheet Areas of focus for competitive audit

Information Architecture Establishing site structure and hierarchy.

User Flow and Journey User flow and journey are incredibly important for this app for a mobile lab service, as it will ensure a seamless, effective and easy-to-use experience for the user.

Sketch & Digital Wireframe I did two rounds of crazy eights because there were multiple pain points that were discovered during interviews When conducting my competitive audit I discovered current companies in the market do not have an app that addresses these issues or connects users to their services. I wanted the UI to address the accessibility concerns brought up by individuals, while clarifying and simplifying a current process. After ideating solutions using different features, I used adobe illustrator to create digital sketches to direct attention to the best way for this app to flow to benefit the users while addressing their pain points.

To ensure consistency, modularity, scalability, and clarity in the mobile app, incorporating the design system was essential. The app must serve many distinct user groups to address accessibility concerns. I considered various aspects such as color palettes, icons, buttons, layout, components, typography, imagery, motion and navigation to create a smooth transition for user experience.
New Layer Visual Design

Logo Development I wanted to have some fun with the logo, so I created a flat representation of an icon inspired design. I then rendered this using tinker cad, prior to adding surface texture in adobe dimensions to capture light in its different states.

With the personas in mind, I wanted to use as many visual cues as possible with large bold features and minimal text. The blood labs on file status' are represented by color; red for ordered, yellow for processing and green for complete. The goal is to have all the focus be on one element of the process to booking any appointment per screen to assist someone that may have difficulty understanding the process. Lo-Fi Prototype Low Fidelity Prototype

High Fidelity Prototype

Progressive Enhancement To promote patient app usage, the goal is to offer a progressive enhancement approach that adds to the existing browser experiences and encourages the transition to the app experience. As discovered in the competitive audit, app services are only currently available for lab technicians, where as patients only have desktop access to lab services. This approach would direct users in a browser whether it be mobile device or desktop computer to download the app that provides these new accessible features through UI.

Conclusion What did I learn This UX Case Study demonstrates how the process of ordering lab work can be improved by making it more convenient, safe and predictable for patients. By introducing online ordering portals, automated appointment booking, and improved patient education and outreach, patients can have a smoother and more efficient experience when ordering and receiving lab results. This project was motivated by the need for clearer instructions and guidance regarding the process of getting bloodwork done. By researching the issue and developing an app, I gained valuable insight and an appreciation for how valuable such a tool could be to many different demographics. Next step This project is focused on making bloodwork testing more accessible to people by creating a better set of visual instructions and guidance over current text based models. The inspiration came from personal experience, as the developer I witnessed how confusing and stressful the process can be. Research and development on the project have shown that a dedicated tool would be of immense value to many people. This tool is currently a prototype, so with further user testing to support the design decisions this could become a helpful asset. Thank you for your time.