Conduct global ethnography of hospital laboratory workflows

A healthcare company wanted to identify existing workflows of their laboratory equipment across global markets and determine opportunities for usability improvement.


A healthcare diagnostics manufacturer wanted a better understanding of the typical tasks and workflows of laboratory technologists who interacted with their diagnostic machines. In addition to mapping these workflows, the manufacturer wanted to identify sources of challenges and/or usability issues with both the digital interfaces and system hardware.


We conducted an ethnography study across multiple countries in which we observed laboratory technologists in-person as they interacted with the diagnostic machines. Researchers observed various sizes of laboratory operations in order to compare workflows across hospital size and geographic regions. Where possible, we asked follow up questions after observations to confirm findings.


We created several journey maps documenting the standard workflow processes of this particular diagnostic machine at both large and small hospitals across markets. Within these journey maps, common pain points and areas for improvement were highlighted with recommendations from usability experts on how to create a better experience with less errors.




Formative / Evaluative, Global research, In-situ ethnography


Diagnostic machines