Project Description: Patients often struggle to understand when and where to complete their lab tests, resulting in high clinic call volumes and delays in care. We integrated Labcorp into the Providence mobile app to streamline the lab booking experience and support timely follow-through.

The Providence mobile app is the one-stop shop for everything Providence. It plays a central role in the health system’s efforts to improve the patient experience and drive operational efficiency through technology.

In March 2024, I joined the mobile app team as the lead designer for the Next Best Action (NBA) initiative. Our goal was to help patients proactively manage their care and complete important health tasks.

One of our key opportunities was improving the lab booking experience.

Patients lack clarity on when labs are ordered and where to go, leading to missed labs and increased clinic calls.

Some patients are unaware of the lab tests they need prior to an upcoming appointment. Others don’t know which lab agency their orders were sent to, such as LabCorp or Quest Diagnostics.

As a result, patients may miss required labs or arrive at lab locations without an order on file, leading to clinic calls and delays in care.

An end-to-end in-app lab booking experience.

Patients stay informed, take action, and complete their labs without needing to call their care team.

The LabCorp integration led to an improvement in lab completion rates.

Patients using the Providence app showed a slight increase in 7-day completion and a significant rise in 30-day completion compared to those using MyChart.

Ultimately, higher lab completion rates reflect progress toward our goal of improving the patient journey while easing the workload for care teams.