Making lab tools easier to use for busy technicians

A healthcare company wanted to improve how technicians interacted with their hematology analyzers. The machines were used in hospitals and clinics, but the workflows were very different depending on the setting.

We spent four days onsite at labs in the UK and US, one hospital and one clinic in each location. We observed technicians, documented their processes, and worked with them to create journey maps of how they used the machines.

We saw that hospital labs relied more on automation, while clinic staff had to manually intervene. That gap shaped how people experienced the tools and where problems came up.

Our findings gave the client a grounded view of what users needed. They used that insight to begin improving both the interface and broader workflow support for their analyzers.