The challenge

Quest Diagnostics needed a solution to consolidate dozens of legacy products into a cohesive digital lab ordering service that could scale seamlessly for the thousands of customers that would access it daily. My role on the project was owning the UX documentation, ideation, managing a Jr UX designers, leading client workshops, and collaborating with visual designers and developers to ensure integrity of the build. 

questdiagnostics

The Process

Discover & Define

During this phase, primary and secondary research enabled us to understand the market Quest occupies, the ecosystem of their products, and the needs of their users. Based on our site visits, we were able to better understand our user types and gather customer touch points. This process generated a service blueprint that reflected the ecosystem and user requirements that were aligned with business goals.  

DEVELOP & DELIVER

The project required a very close and collaborative client relationship, so we started each sprint with a participatory design session.  This enabled us to set high level expectations for the sprint and build trust as a team. After expectations were set, we iterated on design solutions using flow diagrams, sketches, and wireframes. Communicating ideas to our developers and visual designers early was a good way to validate our ideas or iterate on them. The main challenge here was the review process with varied stakeholders; compliance, security, engineering, design, and marketing teams.

↓ Scroll down for documentation from this portion of the process ↓


UNderstanding user types

prioritizing requirements 

The application had two primary user types that would be utilizing the application on a daily basis; physicians and their PAs. Inherently, their roles and responsibilities are different, so their needs and priorities varied greatly. Physicians wanted a very quick workflow that allowed them to place a lab order relatively quickly, while PAs had to go perform many of the administrative tasks associated with this process. This proved to be a huge challenge for the primary workflow of the application. We resolved it by giving users the option to skip steps and return to them, which had bigger structural implications than can be detailed here. 

designing systematically 

ATomic Design

Atomic design principles were at the core of the system that we designed for Quest. By defining the atoms, molecules, organisms, templates, and pages, we were able to have a single language when referring to deliverables and structures. This also enabled for more scalable design and development. These principles allowed us to create a living style guide referenced by the development team and visual designers. 

Ideation Sketches, Workshops

Every design sprint started with two day sketching sessions with the client and internally. I led each workshop in order to ensure that we had difficult questions answered and that there was enough stakeholder input to make the process collaborative. 

Our sprints were organized based on the elements we were creating using atomic design principles: 

Global elements → Organisms & atoms Pages   Flows 

GLOBAL ELEMENTS:

Since the primary users had very different workflows and priorities, the navigation had to be customizable. A side navigation enabled the application to scale its elements and it prevented a potential cluttered top navigation. We added the ability to collapse the navigation to enable more focus whilst completing a task or flow. 

ORGANISMS & ATOMS:

The patient cards and test cards were the fundamental content blocks that needed to be accessed in many different contexts. We designed the different versions based on the context and user needs. After we identified the primary content that needed to exist in the various states of the cards, we made iterations in our prototyped mockups. 

Pages:

Pages that includes a set of organisms and atoms were then built using the elements already in place. The additions to pages included functionalities like sorting, printing, and searching. 

PatientIndexPage.jpg

Flows:

Ordering a lab was the most crucial parts of the application. To get it right, we went through a minimum of 6 iterations of the flow given the obstacles: diverse needs of the main user groups and the requirements of numerous stakeholders within security, insurance, business, and compliance departments. Shown here documentation I created to get a sense of the flows. 

Conclusion

Building a design system for a large healthcare company had many rewarding moments. As the lead UX designer, I not only got to make key decisions based on user and business needs, but I had access to a team that made the project incredibly successful. Thanks to this project, I am equipped to understand the amount of input that goes into creating large applications that have extensive touch points and user interaction quantities. I was also able to work on managing and client relations skills as I not only managed a Junior designer, but led workshops with entire client teams. I am incredibly proud of this project and happy to show more of my deliverables in in-person interviews.