Reimagining the medical lab service flow for patient booking and check-in




Qualitative Research

Field Research

User Personas

Experience Mapping

Algorithm Design

Information Architecture


Visual Design & Testing

Website Design




After visiting their family doctor, if bloodwork or other lab tests are required, patients are handed a paper requisition and asked to visit a laboratory. However, upon arrival at the lab, patients may not be fully prepared for their service.  LifeLabs was looking to test new tools for improving the patient experience through a different format for remote check-in, to improve patient flow, and to better inform and prepare staff and patients as to the reason for the visit.

Our focus was to provide a User-Centred Design (UCD) research approach to uncover insights, gaps, and barriers in the current service flow and look at future possibilities to evolve service delivery. By optimizing the efficiency of their check-in experience, offering more personalized care, and engaging local community, patients’ overall experience at LifeLabs could be enhanced.


Considering the patient experience from pre-arrival to departure from the lab, we documented through mapping techniques various service states, including considerations for the current and future states.

With this roadmap in place, LifeLabs was able to determine immediate next steps and priorities. We worked closely with them to define user booking and check-in flows for their new innovation and client experience centre in Barrie, Ontario: The LifeCentre by LifeLabs™. The user flow in turn informed the information architecture, interaction design and user interface for the final booking, check-in tool and lobby monitor. 

“Pivot recognized that user-centred design applies to both our patients and our staff. The needs of both user groups were equally important in their design of the solution. Pivot’s commitment to user needs created an effective and functional tool that was easily adopted by our patients and our staff within a rapid pilot launch timeframe. Rapid implementation was important to us so that we could gather feedback from our patients and staff, and continue to learn and discover the gaps and barriers in our current service flow. The tool has a built-in survey trigger post-service, and we’ve used this feedback function to better understand our patient’s needs.”

Project LeadLifeLabs