Phlebotomy access tool

A lookup tool to help different types of users to have easy access to blood draw locations.
Counsyl Women's Health, Inc. is a premier genetic screening and testing company. Counsyl's genetic screens provide actionable information, empowering women and their families to make critical and timely healthcare decisions, whether they're thinking about starting a family or evaluating risk for cancer.
In this matter, a blood test is one of the steps in different categories of users' journey map. I led this project as a UX Designer to create a searchable interface for internal teams and patients to find a lab that will do blood draws for Counsyl.

ROLE

Research / UX - UI

Goals of the Design

What: Tool with map and list of available PSC locations. Provide directions for patients on page

Who: Used by patients, providers, sales, customer success

Why: Reduce inquiries to Counsyl (sales + CS) from patients and providers about locations, maintain the most current list for all

How: Data from contract management system

Where: A unique URL inside the brochure website

Without adequate information, the user is more likely to neglect the next step on her journey to finish the task she has been intended to finish.

Users

Users are divided into three categories.

Sales process


Sales will use the tool at a high level, to prospect new customers and manage phlebotomy solutions for their current customers.

Patient and Provider workflow

Providers may use this tool to determine which phlebotomy options are closest to their clinic.
They may also work with patients on a case by case basis, to determine which PSC or mobile option fits the patient's needs. Client Services will use this tool on a case by case basis, to support providers and patients that need help determining a phlebotomy solution that meets their needs. If a clinic calls in with general questions about phlebotomy options in the clinic's area, Client Services will use the tool to answer the questions.

Phlebotomy Access Initiative maintenance

Client Services and other employees will use the tool at a high level to manage phlebotomy solutions for regions in need.

Competitive Analysis

Name

Natera

Progenity

Pros
Prevents competitors from knowing their phleb capabilities
The US map appears with a number of PSCs on different states, before search. Input mile radius is available.

Cons
Having an easily accessible phleb map is a key differentiator - putting it behind a patient portal limits traffic to existing users only
After entering the zip code, the map doesn't zoom in and the user should know to scroll down to find available options. If zip code and state don't match, the tool doesn't work properly.

Scenario

Imagine you are pregnant, and your doctor has ordered a genetic test for you from a company, DNA Company, that will tell you the chances that your baby will have a chromosomal abnormality. In order to complete the test, your doctor asks you to get your blood drawn, and directs you to DNA company's website to find a blood draw location.
After your appointment, you visit the company's website and search your doctor's clinic address into the search tool to determine what blood draw location you want to visit.

Preliminary Sketches

Studied different user journies.
preliminary storyboard sketch preliminary storyboard sketch preliminary storyboard sketch preliminary storyboard sketch

User Testing

annotations for next rev of design, based on user feedback:
preliminary storyboard sketch

Testing Takeaways

Tested with 10 users (female, 25-40 yo, United States, $40-150k)

What was most important decision in making decision on blood draw location?

  • Location/Proximity as #1, Hours as #2 most important - 5 votes
  • Location/Proximity as #1, Hours as #2, and Phone number as #3 most important - 1 vote
  • Location/Proximity #1, Hours #2, Reviews #3 - 1 vote
  • Hours #1, Location #2 - 1 vote
  • Reviews #1, Location/Proximity #2, Covered by insurance #3, General info of what to expect #2 - 1 vote

Was there any information that was missing?

  • Directions*
  • Traffic*
  • Street view*
  • Reviews
  • See weekend hours specifically for those with 9-5 jobs

* All of these can be solved for by Google Maps -> Directions widget
  • Only 1/10 mentioned that distance was not highlighted enough. Others thought the information was presented clearly and that they would also use the map to determine distance away from their input location.
  • All were familiar with this type of tool, and many mentioned they'd expect it to behave similarly to Google Maps
  • Weekend, hours filter ?? Stretch, not MVP - add to Nice to Have Requirements

Mid Fidelity Design - Mobile

Mobile interactions - 45 degree: disabled - Map type: Roadmap
preliminary storyboard sketch preliminary storyboard sketch preliminary storyboard sketch preliminary storyboard sketch

Mid-Fidelity Design - Desktop

Mobile interactions - 45 degree: disabled - Map type: Roadmap
preliminary storyboard sketch preliminary storyboard sketch preliminary storyboard sketch preliminary storyboard sketch

Final Design

view live tool

what's next