Transforming the healthcare experience

Quest Diagnostics serves one-third of the US population and over half all US physicians through 2,200 patient services centers (PSCs) nationwide.

Their PSC network needed to be reconfigured to meet the changing demands of patients who wanted increased convenience, access and personalization.

I undertook a strategy utilizing human-centered design:
         1. We brought in actual patients and phlebotomists to really understand their needs, motivations and challenges. This allowed us to do deep interviews, inform personas, and to create quick solutions. 
         2. We synthesized their insights and articulated the problem space and created a point of view.  This kept the scope of the issues prioritized to avoid "boiling the ocean".
         3. With the focus group and employees, we facilitated ideation sessions generating a broad range of ideas through brainstorming and other techniques.
         4.  This quickly moved to prototyping quick, low-fidelity representations of design concepts.  From this, we built prototype clinics in real time for the patients and phlebotomists to interact making real time decisions to optimize the solution.
         5.  Finally, we tested and validated the design concepts with end users through experiments and feedback.

The results led to rebranding all 2,200 sites, coupled with new processes, eliminated administrative work, increased employee engagement, personalized the patient encounter with their preferences yielding higher throughputs, faster services, and higher patient satisfaction scores.