UX Research  |  Service Design
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a healthcare project:
analyzing a laboratory
service from a hospital
analyzing a laboratory
service from a hospital
Redesigning the Hospital Exam Analysis Process. Mapping Pain Points, Critical Issues, and Delivering User-Centred Solutions Through Journey Mapping and User Stories
The project originated from a pain point highlighted by the hospital's laboratory company, specifically the complaint about potential delays in delivering test results to patients and stakeholders.
This quick research was carried out to understand the context, identify the key stakeholders' pain points, and formulate hypotheses to further investigate the issue.
The expected outcome was to deliver a set of well-defined requirements in the form of User Stories. These would then be strategically prioritized and used as the foundation for developing a tailored solution to meet the company's needs.
Challenge
"How can the laboratory testing service provided at the hospital be enhanced for stakeholders?"
Project outcome:
The research identified a core issue in the hospital's laboratory test flow. 30% of User Stories from this project were prioritized, directly impacting the product roadmap and ensuring the resolution of key problems.
Methodologies:
Qualitative and quantitativeÂ
Duration:
1 week
analysis
analysis
Patient-centered journey mapping, informed by desk research and interviews, identified significant pain points. Top insights are detailed below.
The Patient Experience: Navigating a Blood Test
The Patient Experience: Navigating a Blood Test
insights
insights
Stakeholders lacked real-time information on the exam's status prior to laboratory arrival, hindering efficient tracking. To rectify this, I designed a visual scheme that maps the perspectives of all involved, highlighting the exam's progression. Here are the main insights from this project stage.
💠Doctors have less visibility into the status of the examination process than patients.Â
💠Nurses are responsible for most of the process: collecting and transporting the material.
💠Even though laboratories are responsible for only 3 out of 10 steps in the examination process, they may be often blamed for the entire process being delayed.
Key pain points
Key pain points
Stakeholders lacked real-time information on the exam's status prior to laboratory arrival, hindering efficient tracking. To rectify this, I designed a visual scheme that maps the perspectives of all involved, highlighting the exam's progression. Here are the main insights from this project stage.
nurse
nurse
need to constantly monitor the system to stay up-to-date exams orders;
Needs to handle exam processing alongside routine daily operations.;
need to remember a lot of information during the collection process.
laboratory
laboratory
is held accountable for processes that are outside its scope;Â
It leads to financial losses due to the need for re-testing and unnecessary testing of exams within their validity period.Â
doctor
doctor
Doctors are not aware of the progress of the exams.Â
The current systems they use lack analytical functionality resulting in prolonged diagnostic times.
The physician must perform concurrent tasks to expedite the patient's diagnostic process.
requirements
requirements
Requirements list for the Doctor's version of the applicationÂ
Requirements list for the Doctor's version of the applicationÂ
(example)
user story
user story
As a physician, I want to know the status of the examination so that I can manage my expectations and contact the responsible parties, if necessary.
pain point
pain point
The physician becomes frustrated by not knowing the reason for the delay in receiving the examination results.
solution proposition
solution proposition
Indicate the status of the examination, notify when it's ready, and flag if the result is unfavorable for the patient.
priorization / outcome
priorization / outcome
 HIGHÂ
 HIGHÂ
By mapping the examination status, it's possible to identify bottlenecks and improve processes. Additionally, Fleury isn't held responsible for delays in processes outside its scope.
requirements
requirements
💠Categorizing the stages of the examination process: examination requested; awaiting nurse; collecting material; received by the laboratory; under analysis; results available;

💠Creating a timeline visualization format

💠Listing the patient's examinations and the status of each oneÂ
outcome
outcome
- Successfully mapped the end-to-end journey of the hospital exam analysis process, identifying key pain points and critical bottlenecks that were causing delays and inefficiencies.
- By addressing critical pain points, the project contributed to a more seamless and less stressful experience for patients, improving overall satisfaction scores.
Lessons learned
Lessons learned
"Throughout this project, I gained valuable insights into the complexities of the healthcare system, honed essential soft skills such as effective communication and empathy, and developed a keen ability to analyze both micro and macro perspectives. Additionally, I strengthened my strategic thinking skills in product development, considering user needs and market trends. These learnings have equipped me with a holistic understanding of problem-solving in healthcare and will undoubtedly contribute to my continued professional growth."
2020
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