Patient Navigation and Results UX for an At-Home Diagnostics Company
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Problem
Drop-offs at every step
An at-home diagnostics company saw patients drop off at every step between kit delivery and results: activation instructions confused its older core users, samples disappeared from view once posted, and results arrived as a portal PDF that triggered anxious support calls. A meaningful share of shipped kits were never returned at all.
Solution
A guided end-to-end journey
We mapped the full patient journey, ran 4 rounds of moderated usability testing with the company's older core demographic, and redesigned every touchpoint: a step-by-step activation flow with photographic cues, a live kit-status tracker, an SMS reminder cadence, and plain-language results screens written together with the clinical team.
Measurable Impact
What changed after launch
Kit activation completion improved from 63% to 88% after the redesigned onboarding flow launched
Sample return rate rose 17 percentage points, with reminder-driven returns posted 4 days sooner on average
Status-related support contacts fell 52% once the live kit tracker replaced the tracking-number email
Task success in moderated usability testing reached 93% across critical journey steps, up from 58% on legacy flows
Tech & Tools Used
What powered the build
Ready to Build your Healthcare — At-Home Diagnostics Business with UX/UI Design
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