With expert genetic counselors well served by the existing report, this leading lab’s value-proposition was being undercut by return-of-results friction with physicians and patients
Clinicians, patients, and caregivers found existing reports difficult to parse quickly; dense text, unclear action items, and more led to delays in interpretation. And worse yet they led to hesitancy in ordering and re-ordering. Patients felt overwhelmed. Physicians were anxious that the results would cause even more distress. Only 13% of users understood the report.
Notenda worked collaboratively with the lab’s clinical genetics, UX, and operations teams. Through dozens of exploratory interviews with key personas over six weeks the root causes of the friction were identified, and a design-system blueprint for new reports was user-validated.
What resulted was suite of reports for all key personas. Clinicians identified key action items 80% faster, and patient comprehension improved 89% on post-test surveys.