A medical device manufacturer asked us to evaluate the use of their haematology analysers in different settings and identify opportunities for improvement.
Our clients’ haematology analysers are used in both larger hospitals and smaller clinic settings, which differ in multiple aspects including technician workflows. Our client wanted to understand how these differences affected healthcare professionals’ day-to-day tasks with the intention of improving their instruments and better tailoring their lab solutions.
We conducted a four-day ethnographic (in situ) study in the UK and the US. In both countries, we visited a small clinic and a large hospital to capture lab technicians’ interactions with the analysers within highly automated and manual workflow settings. Throughout the observation, we recorded friction points, troubleshooting instances and potential areas for improvement. We also worked closely with the lab technicians to create a journey map of their overall workflow, where we identified key processes involved in each stage of user interaction in both environments.
We provided the client with a deeper understanding of various workflows relating to their analysers in different use environments as well as the lab technicians’ needs and preferences. Further, we provided insights into how users interacted with the analysers and their pain points, including design recommendations to improve workflow efficiency and overall experience.