B2B Data Management & Communications Platform
Canada-based healthcare company that provides personalized preventive healthcare to patients.
“We want a new platform to manage communications & data between vendors/labs and internal QA experts to support business expansion.”
- Joseph Smith (Product Manager)
Project Scope
Design a new B2B data management and communications platform that streamlines the workflow between the Molecular You internal Quality Assurance experts and the external Medical Labs.
Design Process
I conducted a three-step approach:
Problem identification through comprehensive user interviews and journey mapping,
Platform conceptualization informed by these insights, and
Designing and user testing to validate that the new B2B platform facilitates onboarding new patients by 300%.
Impact
Increased Molecular You employee efficiency by 40%, reducing time taken to complete tasks by 7-10 days/month.
PROBLEM IDENTIFICATION
2
3
To identify problems I conducted 5 user video walkthrough interviews, and user journey mapping.
The research revealed 4 key insights as primary focus areas.
User Journey Map
KEY INSIGHTS
1
Communicating errors and waiting to rerun tests takes most time in the process.
Users shared that 3 out of 5 batch submissions from Medical Lab are reported for rerun. Sometimes the sample IDs are incorrect or missing in the submitted xls result sheets.
2
Repeating the same actions for similar task involves too many clicks.
For example when a biomarker for multiple samples across batches needs to be omitted from the consideration, the QA expert has to edit the value of the biomarker for each sample across multiple batch files as NA by individually searching for it.
3
Going through multiple sheets to search for biomarkers or sample ID is painstaking.
Once the file is submitted by the medical Lab, the QA expert has to manually approve each sample before final submission for doctor’s recommendations. This process requires multiple repetitive steps.
4
Vendors share authenticity certification on a yearly basis for record keeping.
It is difficult to keep track and request for renewed certification and causes delays in process when results are submitted for doctor recommendations.
CONCEPTUALIZATION & AGILE ITERATIONS
1
3
I Held a stakeholder workshop to finalize product direction, discussing pain points based on research, reviewing competitive analysis, and proposing feature enhancements.
Affinity map addressing key pain-points
Competitive Analysis to recognize Best Practices and successful Design Patterns
PRODUCT DIRECTION
Rerun Protocol
1
Addressing Error Communication and Test Reruns
Implement an Automated Test Rerun Protocol: auto-reject and request rerun for batches exceeding a 30% error rate.
Old workflow for Test Result Review
New Workflow for Rerun Protocol over portal
Bulk Action
2
Addressing Repetitive Actions
Introduce Bulk Action Feature: Enable global approve/disapprove for entire test result batches, reducing repetitive clicks.
Low-Fidelity to Mid-Fidelity User Testing for Bulk Action Feature
Smart Search
3
Addressing Sample Search
Introduce Easy Search Feature: Quick biomarker or sample ID lookup across all batches.
High-Fidelity User Testing for Smart Search Feature
Document Upload
4
Addressing Timely Document Sharing
Add ISO Certificate Upload Feature with auto-reminder via email for streamlined annual record keeping.
High-Fidelity User Testing for Vendor Facing ISO Upload Feature
High-Fidelity User Testing for Reviewer Facing View ISO Feature
