Uncovering opportunities in the core diagnostics lab
Supporting a Fortune 500 medical device and healthcare organization in mapping and evaluating the current workflows in core diagnostics labs to understand site needs, pain points, and opportunities to address in next generation equipment.
Lead Strategist & Project Manager
Delve, 2024
Internal collaborators
Human Factors Engineering, Visual Communication, Sales, Project Management
Client collaborators
Senior Product Management, Global Marketing Management
Impact
Collaboratively with the client, a visually engaging workflow map of the current state was developed with details to highlight the actions of people, and movement of objects, and flow of information typical in a the type of diagnostic lab of focus. We used this map to design subsequent observational and interview-based research in diagnostics labs, prioritizing the exploration of knowledge gaps and hypothesized opportunities.
By engaging the client's extended team of technical subject matter experts in building the map, knowledge sharing among their team was initiated and overall project buy-in and engagement increased.
Note: The final map and other artifacts are withheld for client confidentiality
Tools & techniques applied
In-depth interviews with internal stakeholders and subject matter experts
Site visits / observations
Stakeholder mapping
Workflow mapping
Pain point identification
Knowledge gap identification
Miro
Facilitation of client working sessions
Research operations including recruitment, scheduling, agreements & forms, guide & stimuli development
Project management
Account management
Key project activities
Led work sessions with client stakeholders to develop current state workflow and user/stakeholder maps, identifying both knowledge gaps and known pain points to investigate further in subsequent site visits and project activities.
Visuals: Prompts developed for initial workflow and stakeholder map creation.
The detailed map was collaboratively built in Miro
Developed the discussion guide for interviews with internal project stakeholders to capture their subject matter expertise and understand the dynamics of the business and portfolio. Presented key take-aways project owners to confirm alignment on scope and priorities for field research.
Leveraged the maps, artifacts, and insights gathered to build the observational field guide and questionnaires for the planned international on-site research.
Supported site recruitment (client-led) and participant preparedness including confidentiality agreements, consent forms, documentation detailing what participating labs could expect, and approximated day-of schedules.
Visuals: Excerpts of content prepared to help educate and set expectations with the client's Account Managers who assisted with lab recruitment.
Led a Research Readiness Review Meeting with the client to introduce field guide templates, align on roles and responsibilities, and share research best practices (e.g., etiquette, confidentiality, tips and tricks for listening and observing)
Supported in scoping and pitching this work including developing the statement of work and GANTT, and then managed the active project scope, timeline, budget, day-to-day communications with the client project owners, and internal reporting to Delve leadership.
Note: The field-based research was conducted following my departure from Delve, thus impacts and deliverables from those activities are not presented.