Mapping global lab workflows to uncover usability gaps

A diagnostics manufacturer wanted to understand how laboratory technicians around the world used their equipment in real settings. They aimed to identify workflow variations and usability issues across different hospital environments.

We conducted ethnographic research in multiple countries, observing technicians in both large hospitals and small clinics. We tracked how they interacted with the diagnostic machines and followed up with questions to validate our findings.

The research uncovered pain points in technician workflows tied to interface design, physical system setup, and environment-specific factors.

The client used our journey maps and recommendations to prioritize system enhancements that better matched real-world technician workflows and create a better experience with less errors.