A mobile app to track data review for a laboratory
Role: UX Researcher & UI Designer Timeline: 2020 - 6 Months
Background
The 3Ps - Product, People & Process
As a Quality Control Analyst at a pharmaceutical company, I had an opportunity to work on solving the binder review tracking problem as a Continuous Improvement Project. I approached the problem utilizing steps of the UX design process. I had a great opportunity to work closely with a highly qualified, experienced UX Design mentor and a number of users from the company for their feedback throughout the process. I focused on the three key variables in order to succeed in this project- Product, People & Process.
Product - Binder
“Transitioned from loose form to Velobinders to prevent losing form and ensuring data integrity.”
The laboratory testing record used to be documented in loose form. In the beginning of year 2019, the lab transitioned to using a Velobinder that contains the blank form to prevent losing form and ensuring data integrity.
People - Laboratory Analyst & Supervisor
Current Binder Review Process involves two main characters in the laboratory. I mainly concentrated on these two types of users throughout the project: “Analyst” who used the binder, and “The Supervisor” who overlooked the analysts performance. We have a third character from the Lab support department who is responsible for only creating, providing and storing binders.
Process - Binder Review System
In the binder review operation process, both Analyst and Supervisor review the same data the delays the review process.
The Challenges
“Lab personnel can’t keep track of the binder review process”
The laboratory Analysts and Supervisors are in charge of the reviewing binders. They are unable to review binders on time that causes many problems in the lab such as:
Users are unable to review binders on time that cause accumulation of binders pending review.
They can not retrieve and track binder when the binder is needed for any circumstances especially, when auditors request data for inspection.
The Solution
Two problem solving approach
1.Designing a tracking app for two users
I created an application to track binder review for the laboratory so users can,
Track binder: Protects lab valuable data by tracking them during review process.
Accelerate review: Helps to complete review data on time making the lab function smoothly.
Monitor analyst performance: Help lab supervisors to easily view multiple analyst review performance at a quick glance.
Quick review assign system: Helps to assign binder immediately to a designated analyst when they are ready for review.
2.Process improvement
I simplified the binder review process adhering to the Standard Operation Procedure (SOP) in order to achieve an error free process. I made the following changes,
Removed the initial and final reviewer and have one reviewer to perform the binder review.
Designated all the analysts to review specific assay binder.
Removed supervisor’s responsibility to review binder.
Involved only two roles:
Analyst who assigns binder
Analyst who reviews binder
Understanding Users
Researching the painpoints of the users through survey & interviews
Survey confirmed that major delay exists in binder review process.
In order to confirm my hypothesis that most users feel there is a delay in the binder review process, I send out a survey to all the analysts and supervisors in the lab to understand the problem in detail. I created the survey using Google Form and emailed it to all the Analysts and Supervisor in the department. I had 16 participants for the survey.
Questions for the Survey:
What is your Job title?
How long does it take to perform an Initial review?
How long does it take to perform a Final review?
How difficult is it to find an available analyst to help with GDP correction?
What is the most common challenge that you experience when reviewing binder?
Majority of the users said that it takes more than 1 hour to complete both reviews which slows down the lab operation
Conducted Direct One-On-One Interview & Ethnographic Interview
In order to gain a deeper understanding of the problem I conducted a direct one-on-one interview, and I performed an Ethnographic interview where I combined immersive observation of binder review with direct one-on-one interview.
I sent out the interview invitation through an internal company email. I scheduled the interview invitation through Outlook calendar invitation software. I interviewed 5 analysts and 2 supervisors. I conducted an ethnographic interview with one analyst.
Questions for the interview:
Does anyone assign you to review the binder?
Who is usually assigned for initial review and final review?
How long do you think it takes you to complete the review process?
What are some of the pain points you have encountered during the review process?
Are there some common errors that you notice when reviewing binders?
Where are the binders located that need to be reviewed?
Why do you think it's necessary to review binder on time?
What is the outcome of reviewing binders on time?
How do you think the lab can complete reviewing the binders on time?
What is already working?
What is not working?
Can you imagine some sort of technology or application that will help?
Interview synthesis by Affinity mapping & discovery of three major issues
I gathered the most important, interesting points from the interview, and I created an Affinity map. I wrote all the important highlights from each interviewee on sticky notes and grouped them. Then I rearranged each note by similar categories.
I discovered that the users were mainly focusing on 3 main issues:
Negative Effect in Lab Business Needs
Unable to checkout binders- Analysts can not check out new empty binder for data entry if the old binders are not reviewed and submitted on time. They feel frustrated.
Unprepared for Audit- Supervisors and Analysts feel unprepared for the audit. When the auditor asks for data from a pending review binder, the auditors may find more errors.
Correcting Error is a Slow Process
Challenging to reach analyst- Unable to reach the analyst from different shifts to perform corrections. Reviewer feels frustrated for the uncertainty.
Lack of proper communication system- Most of the time analysts are unaware if they need to perform corrections which is stressful to the reviewer.
Complicated Process Flow Slows Down Operation
Heavy workload on Supervisor- Supervisors have other priority work, so they feel pressured when unable to final review.
Accumulation of binders pending review-The binders end up piling on the supervisors desk.
Developing Solutions
Now that I clearly understand the challenges of the Analysts and Supervisor. I listed “How Might We” questions putting myself in the user's shoes. Developing a clear understanding of the problem and recognizing my users from the research findings helped me to brainstorm different questions to come up with the solution that I needed to address.
“How might we accelerate binder review process?”
“How might we track & assign binder?”
Ideation
Brainstorming design solution for two users- Supervisor & Analyst
To find the unique solution, I ran through a series of brainstorming exercises to ideate on potential features.
User Stories in search of the best features for the users
I organized the user stories in a spreadsheet and arranged them by priority. My intention was to determine which features will give me the most amount of value for the users at a low cost and minimum amount of work and risk.
Interaction Flows for two users
Once I had narrowed down the scope of the project that would be implemented for MVP, I created a very simple user flow to begin the first step of the design process. I made three user flows for both users.
Analyst assigns binder to the designated reviewer for reviewing.
Supervisor views analyst binder review performance.
Supervisor locates the binder to check its status.
Sketches to bring design solutions into a reality
I started to turn the User flow into sketches for my app. I started to turn the User flow into sketches for my app. I separated the screen based on the two different user profiles, Supervisor and Analyst. After the process improvement, the roles of the two personas became very different and specific.
Role of Supervisor
In charge of monitoring the activity of the reviewers.
Tracking the binder and analyst when needed.
Role of Analyst
Assign binder to the designated reviewer when binder data entry is finished.
Review binders that are designated to them.
Supervisor User Screen
Analyst User Screen
Guerilla usability testing to evaluate the effectiveness of the design
I conducted the guerilla usability test with 2 supervisors and 3 analysts who actively review binder and will fit into the app’s target demographic to test my initial screen layout. At the beginning of the interview, I shared the purpose and goal of the app. Users were given different start points in the app based on their job title and task.
Supervisor Task
View an overall lab binder review performance in the dashboard.
Locate binder to check its status.
Track an analyst to review his or her binder review performance.
Analyst Task
View your own binder review status in the dashboard.
Assign a binder to an analyst to review.
Findings & Recommendations
I realized that generally due to high workload, users always have to have a sense of urgency.
They want an app where they don't need to spend a very long time.
They want to be able to go to the app quickly, look at the dashboard and know what actions they need to take.
They liked the app in general but I needed to highly focus on the infographics that can clearly reflect what the users want to see.
They want a search text field so that the users do not need to spend time looking for an analyst or binder for selection.
Add Search Text Field
Supervisor wants search text field to quickly find the analyst when supervisor wants to track them.
Include Graph
Analyst wants graph on the dashboard that will drive action for the analyst.
Wireframe & wireflow creations implementing guerilla test recommendations
I developed wireframes using Figma once I had a solid idea of what I needed to improve in the app. In this stage, I kept the user's need in mind to make sure that they can achieve their goals quickly and effectively. Some important point that I emphasized on during illustrating the wireframe:
Analysts and Supervisors need graphs on the dashboard based on their job task. The graph should drive actions quickly.
Assigning binder has to be auto generated. Analysts will only select the binder and the app will automatically assign the binder to the designated analyst.
Design
User Interface creation
Mood board
I decided to design my app using white color and shades of blues. White represents purity and safety and blue represents trust and confidence which are the essence of the brand.
Brand Platform
Product Name
BTrack
Rationale: I chose this name because I wanted it to convey the concept “Track” which is the main goal of the app to track binder review.
Mission/Vision
Notify all the analysts quickly and effectively what binders they are assigned to review.
Rationale: I chose this mission/vision because I wanted this company to review efficiently which is an additional task to their daily routine work.
Brand Personality
BTrack has an empowering purpose that the analyst can feel like they can accomplish whatever they’re trying to do.
Rationale: I chose this personality because it is important that the brand gives the analyst a sense of confidence that they are capable of achieving their goals no matter how heavy their workload is.
Brand Attributes
Efficient, trustworthy, familiar
When an app is efficient, it has a higher rate of return users. When a product conveys a sense of trust people are more likely to feel confident to use the app. Tracking hundreds of binders can be confusing, and the app experience must be familiar.
Style Guide
I created a design system that includes logo, color palette, padding, typography, hierarchy, grid, iconography, UI elements and avatar.
Prototype & Usability Test
High Fidelity evolution based on usability testing
Usability Testing to stay on track with users need
I created High Fidelity Mockups using Figma. I conducted the interview with 2 supervisors and 3 analysts who actively review binder and will fit into the app’s target demographic. All the interviews were conducted in person and lasted for 20-30 minutes.
At the beginning of the interview, I shared the purpose and goal of the app. Users were given different start points in the app based on their job title and task.
Usability Issues by Priority
I categorized the users concern based on the priority level and reiterated the design.
High Fidelity Design Evolution
Supervisor dashboard design
Previously supervisor dashboard showed different numbers of binder review activities.
Now the dashboard shows binder review performance rate-overall percentage of analyst complete binder review within the due date.
Very useful infographic that helps supervisors to drive action if the performance is low to the expectation.
Analyst Dashboard Design
Previously, analyst dashboard showed total numbers of binder review activities by calendar timeline.
Now the dashboard shows detailed information of binders that they need to review with their due dates.
They have a shortcut Assign button so they can quickly assign binders to other analysts.
The detailed information is very important for the analyst to be on top of their review task.
Final High Fidelity Design
Conclusion
Personal Impact
This has been a great experience working on this project. The design process has taught me many things throughout the different steps:
Even though I am an employee of the company, I felt that I knew very little regarding the problem until I conducted the research performing interviews and surveys.
User perspective is the most valuable tool to create a good design.
Feedback throughout the design process through testing are very important to designers. It molds the app throughout the process.
Completely focusing on the users' needs brought constant support from the lab team even though they had to go through some big changes in their task.
Company Impact
What happened to the project?
The new improved binder review process is currently active, and the prototype has been presented to the manager. The manager has put a recommendation to the director to consider turning this prototype into a real app. For now I have created a temporary excel tracker to track the binder review.
Was the company interested in developing the app further?
The director of the laboratory is looking into going digital in some of the operations and the prototype has been recommended to be developed as a real app. It is pending approval.