FOUNDATION MEDICINE
Sample tracking
Proactive issue identification and comprehensive updates to improve chain of custody across multiple lab sites
-
Disparate systems were being used to manage and record the chain of custody for tissue and blood samples across multiple lab sites and required a manual and reactive search when test results were delayed or a customer wanted to know the status.
-
Lab Workers
Lab Managers
Customer Service -
Understand the current state of sample tracking and how a new system would integrate into existing workflows
Design and test a prototype with different user groups
Improve chain of custody information
Remove manual sample tracking by consolidating information in one system
Allow customer service team to self-serve
-
UX Researcher
Lead Designer (me)
Product Manager
Lab Innovation & Process Specialist -
5 months
Discovery, user testing, & final prototype for stakeholders to seek additional funding.
Before
Sample locations were updated in different applications based on where they were in processing
Samples that fell off the happy path may not be identified until a customer inquired about them
Lab sites were using different methods for tracking samples
After
One application as the source of truth, updates from other applications pushed to new app
Proactive issue identification for sample delays, mis-scanned samples, and missing samples
Consistent scanning process in all lab locations
What We Built
One Application,
Multiple Use Cases
Lab users could easily move between updating sample locations (scanning) and looking for sample information (searching)
Proactive Issue Identification
A core part of the experience was switching from reactive to proactive issue identification by helping users identify problems before customers reached out
“status” displays an indicator if the system detects a “potential delay” in processing or “delayed” sample
Turn Around Time or TAT shows the target time for completing processing, once a sample passes the expected TAT it becomes red
In Handoff mode lab users can easily see samples that are moving between two locations and if samples are expected but not yet received
Errors While Scanning
We also implemented error detection during scanning to help lab workers identify potential errors and troubleshoot in the moment
Scaling to Fit Devices
In discovery research we found ‘floating’ scanning devices that could move between users and/or locations would greatly decease our cost to implement and create a more flexible system
We designed the experience to work on varying screen sizes without losing functionality
Challenges
Serving Different User Types
During discovery research we found that use cases would not only vary by user type but also by the job they were doing in the moment, so our system had to flex to fit multiple users and tasks.
What I Did:
Synthesized discovery research with the UX Researcher to understand the different jobs to be done & type of information users were looking for
Created workflows that aligned with jobs to be done
User tested task switching workflows to unsure users could quickly navigate
Adding Work while Creating Value
Early on we ruled out solutions like geotagging individual samples due to cost to implement the technology. To balance budget concerns we designed a system that relied on scanning samples in and out at lab stations, which added a step to many workflows so we narrowed in on making sure this additional step was as user friendly as possible and created measurable value.
What I Did:
Used scanning whenever possible to reduce task switching
Designed prompts to help users catch potential issues and errors
Collaborated with cross-functional partners to align on product goals
Process
Research: Jobs to be Done
We started with a deep dive into existing processes, pain points, and systems with users that worked day to day in the labs, managed labs, and interfaced with customers. Across the different user types we identified 3 distinct jobs they were commonly doing.
Updating
I am physically moving the sample in the lab and want to update the location of the sample to reflect it’s location.
Foundation: Design Principals
One system for all users - One of the biggest pain points we encountered was that users who needed to look for samples had access to different systems, often requiring them to reach out to other employees that had access to systems they did not, we designed sample tracking for all users to have and share a single source of truth
Redistribute work burden - With the additional task of scanning barcodes falling on lab workers we wanted to make sure we redistributed work to other user groups so that the new system wasn’t unfairly requiring work of one user type.
Exploration: Wireframing Workflows
Scanning
Scanning is the core workflow for lab workers to update the location of a sample. During testing we explored users accessing scanning through an extension or native desktop application that would allow them to have other applications visible in the background, creating minimal disruption to existing workflows.
Users scan a barcode on the sample at a lab workstation to update it’s physical location in the system.
Searching
I am looking for information about an individual sample and may require detailed information.
Monitoring
I want to be alerted of anomalies proactively and need to see the big picture of progress.
Scanning with a Sublocation
At times locations will have sub-locations like a bin or shelf, in this workflow users are prompted to scan a sublocation before scanning samples. Users can also remove one sublocation and add another to scan samples into different sublocations.
Searching
We explored the concept of searching as both a native app/extension and as a full screen experience.
Monitoring
Giving users visibility into many samples at once and having the system proactively identify if a sample may be missing or delayed was one of the ways we redistributed work to other users, giving them the visibility and information they commonly had to tap lab workers for was now at their fingertips.
We also explored how we might take monitoring a step forward and create a dashboard view for lab management, but we shelved these explorations because stakeholders felt this user type wasn’t MVP due to shifts in leadership.
