Quest Diagnostics Redesign
Self Initiated UIUX Redesign Case Study
As a repeat customer of Quest Diagnostics, a clinical laboratory offering diagnostic testing services, I've noticed in recent years they have made some digital platform improvements. However, I believe there's still ample opportunity to enhance the patient experience. Routine medical tasks can be scary or at the least, annoying, so I wanted to find a way that can help alleviate that stress.
By revamping their digital presence, we can significantly ease the burden on healthcare providers that are already stretched thin, and also create a more pleasant experience for patients.
Current Site Audit
As I evaluated the current site, I noticed several key issues.
Patients lack sufficient information about ordering tests independently without a doctor via Quest Health, a major revenue source for the company.
Second, cluttered homepages feature repetitive calls to action, causing user confusion.
The outdated aesthetics, particularly in the dashboard, fail to leave a positive impression, leaving users feeling disconnected.
With these many obvious issues at first glance, I knew that there were bound to be more opportunities for improvement throughout the patient experience.
System Architecture
While analyzing the system architecture, I discovered two key branches offered by Quest for patients. The first, Quest Diagnostics, provides access to the patient portal for viewing test results. The second, Quest Health, allows patients to conveniently order tests online and then visit a Quest Diagnostics lab for sample collection.
For this project, I chose to focus solely on the patient experience.
User Journey and Pain Point Mapping
To understand the user experience with Quest Diagnostics, I interviewed three regular users to identify pain points in the testing process. Quest offers three main ways to order tests: through a doctor's appointment, online self-ordering with clinic visits, or at-home test kits. I analyzed the user journey for each method below.
Competitors
I assessed Quest's key competitors, particularly LabCorp, which offers similar services with a superior online experience. To keep pace with other popular testing services, I aimed to ensure Quest's redesign would remain competitive.
Insights
From the research, I collected 6 major insights on what can be improved with Quest from a digital product perspective.
Low Fidelity Prototype
Using these insights, I then developed a low-fidelity prototype to outline the new site.
Low Fidelity Prototype Feedback
I then gathered feedback from the 3 different design experts
Style Guide
I developed a style guide for the updated website, maintaining the original Quest branding by keeping the colors relatively the same. This decision ensures continuity for older patients familiar with Quest's brand while modernizing the site for improved usability without risking brand recognition.
High Fidelity Prototype
Quest Diagnostics Homepage
The navigation was streamlined by assigning each major user of Quest Diagnostics their own page. Additionally, the pages are brightened with more vibrant colors and refreshed images to create a more positive user impression of the brand. Also, the option to shop Quest Health test kits is now located higher on the page to raise patient awareness and accessibility, minimizing the need for excessive scrolling.
Login and Dashboard
Login is easily accessible, the Dashboard has been modernized, and content has been streamlined to prioritize key information for patients. The top navigation is user-friendly and visually consistent with the rest of the site's navigation bars.
AI Powered Quiz for Personalized Test Kit Recommendations
A significant challenge for patients ordering their own tests is uncertainty about which tests to choose. Leveraging AI tools, we can provide personalized recommendations to patients based not only on direct inquiries but also on any concerns they express in a short answer form. With the power to process more ambiguous inputs effectively, we can offer tailored product recommendations for areas where patients may lack clarity.
Test Kit Shopping
Test kit product boxes now feature images for quicker visual comprehension. Filters on the shop all page have been streamlined to reduce unnecessary options for tests. Also, the product page has fewer layers of information to click through, with revised hierarchy to prioritize key patient-relevant details.
Featured Articles
Interactive filters enable patients to swiftly locate articles in their desired category, eliminating the need for extensive scrolling. Additionally, the latest article is prominently showcased at the top of the page, ensuring patients have immediate access to the most recent information from Quest.
User Feedback
I then user tested the high fidelity prototype on 8 potential users with a user testing platform.
Project Takaways
AI has the potential to make healthcare extremely personalized
Healthcare is very personal, with diverse individual needs posing challenges to effective and efficient service delivery. Also, in charting a person's health, significant data might be overlooked by human eyes. AI can play a crucial role in helping create these personalized recommendations efficiently and potentially with greater accuracy.
Multiple user types exponentially increases complexity of platforms
While I primarily focused on the patient side of the Quest website, I noticed that Quest needs to make their website functional for at least five different users: Patients, Healthcare Professionals, Health Insurers, Business Professionals, and Lab Managers. Each user has their own unique set of needs and motivations when accessing the Quest platform, so all functionalities must prioritize usability, as each user plays a unique role in the service ecosystem provided by Quest.
Asking the correct questions in the user testing phase is an art in itself
After user testing, multiple people mentioned that the wording of certain questions initially confused them. This highlights the importance of precision in phrasing during user testing, as it can significantly impact the results.