YEAR
/
2021
Digitally transforming the pathology referral experience.
Proof of Concept: Digital pathology referral
The Opportunity
With 66% of Australians accessing pathology services annually, the traditionally paper-based processing system is fraught with inefficiencies driving both patient frustration, and administrative burden for the collections workforce.
Through discovery, the design team were able to identify a variety of touch points across the end-to-end diagnostic journey, where diagnostic service delivery could be optimised through the delivery of efficient and robust pathology referral system. The solution(s) promised to address pain points experienced by patients, and create a more efficient and effective working environment for healthcare professionals.
Timeframe
9 Months
Team Size
3 Designers
My Responsibilities
Experience Design (Lead)
Design System Development
Stakeholder Management
Discovery Interviews
Prototyping
Customer Research & Testing (Co-lead)
User Research & Findings
During our assessment we identified challenges facing both patients and employees across the workforce that impacted effective, and timely delivery of healthcare services, Including:
Outdated and non-standardised tools and processes, along with workflow inefficiencies and a high volume of manual tasks, contribute to delays and increase the likelihood of human error, impacting effective service delivery.
Patients facing numerous challenges, including unpredictable wait times, poor communication about test expectations, and inadequate preparation for their tests, and difficulty in finding accessible locations compatible with their needs.
Patients who had previously received a referral digitally (typically printed, scanned and emailed to the patient) reported diverging experiences when competing their referrals, with the bulk of collection centres ill-equipped to receive digital copies of referral forms
Key Outcomes
Development of a design system to be utilised across 10 separate in-house brands.
Created a comprehensive “E-referral” ecosystem enabling a fully digital pathology referral process.
Real-time electronic delivery of referrals from General Practitioner PMS (Practice Management System)
Personalised preparation instructions to help patients prepare for their tests.
Re-designed a digitally assisted collections process for phlebotomists.
Patient queue management system to assist with spikes in demand.
Collection centre finder to help patients find a centre with the facilities they need.
Collections Concierge
Go-to market collateral
