Mobile Lab Testing Service Portal Redesign

Collaboration with vendors

We had a couple of vendors that worked with the LifeLabs team on this initiative where I was providing feedback on their UX design work, wireframes and mock-ups. We worked closely with the vendors, including the designers to ensure the quality of work and requirements were met. I was working with them on design iterations inbetween UserTesting which began at the wireframe stage and preparing the prototypes for testing.

The evaluative research was done mostly via UserTesting for flexibility and time efficiency as the project had a tight deadline with limited time of resources.

Key decisions

Overall, after several rounds of moderated and unmoderated UserTesting, key findings and recommendations were shared to aid in the decision-making for UX design improvements as well as some business related changes, however, there were some decisions that were put in the backlog due to short on time and resources before the launch date. Some key UX/UI decisions that were considered:

• Customers needed to understand what this service entails vs. a regular lab service at a LifeLabs location because customers were confusing MyVisit with regular lab testing a LifeLabs location. The landing page was iterated a couple of times to support this conclusion.
• Cost became more clearly understood in the new designs after a few rounds of testing and iterations, but we needed further data to persuade business to consider changing the cost as it was a potential detractor.
• Cancellation and refund policies needed to be more prominent during the payment step to increase confidence to consider purchasing this unique service. This was noted to be updated as soon as possible in post-launch after urgently sharing this with product managers more than once.
• The dashboard redesigns also had iterations and adjustments, such as fees to be clearly labeled and placed, as well as having customers to feel confident with knowing where to review the fees without immediate payment by changing the CTA language from "Pay now" to "Review & Pay".

Re-design of the landing page

The marketing landing page was redesigned and I conducted usability testing more than once on iterations mainly on messaging on cost and about MyVisit, as well as layout. The new landing page has a more engaging look and feel and improved hierarchy for content and call to actions.

Re-design of the booking flow

The booking flow received a major lift in design and functionality. This part of the experience was also tested with users more than once with iterations.