Challenge
Upon arrival at the lab, many patients were unaware of what tests were being conducted, and/or unready for tests requiring preparation. Some locations were also experiencing very long and inconvenient wait times. Paper requisitions were often incomplete or illegible. By digitizing the check-in flow, LifeLabs felt that many of these issues could be addressed.
PIVOT’s focus was to provide a user-centred design research approach to uncover insights, gaps, and barriers in the current service flow and look at future possibilities for the evolution of service delivery. By optimizing the efficiency of their check-in experience, offering more personalized care, and engaging the local community more effectively, the overall experience at LifeLabs could be enhanced for patients.