January 2020 – May 2020

COVID-19 Testing Service

I took a service design class as the Coronavirus pandemic was taking off in the United States. At the time, testing services were not firmly in place and the U.S. wasn't testing at a high enough rate to really get a handle on the pandemic. Our goal was to design a service that could deliver, collect, process, and deliver results of COVID-19 tests quickly.

service design
interaction design
heuristics

The Team

This project was part of a school group project where I worked with 3 other designers to design a service of our choice.

My Role

We all worked on each step of the process, but a lot of my work focused on building the service blueprint and customer journey map.

Problem

COVID-19 testing is not happening on a large enough scale in the U.S. People are denied diagnostic tests and antibody tests are difficult to obtain and not accurate enough. Testing is constrained by lack of personnel, PPE, test kits, and limited lab capacity.

Research

What We Learned

We learned 2 things from this survey

Pivot Point

We were originally focused on developing and distributing an at-home COVID-19 test kit. Our research produced a few key insights which helped us pivot to a marketplace and supply chain, which we as a world actually had more control over at the time.

Reframing Insights & Proposition Definition

These insights led us to ask "How Might We create a marketplace and supply chain for COVID-19 at-home testing?". Reframing our insights in this way helped us define our proposition using the Problem/Proposition Definition framework.

Mapping Value Flow, Customer Journeys, and Services

Value Flow

Our service intervenes at key points in the ecosystem, facilitating the exchange of value and creating new value for stakeholders. Our marketplace provides users the information and options they need to find the right test and we work with shipping companies and labs to optimize the processing of tests. Our surveillance product helps labs, health departments, and the CDC standardize and aggregate testing data for disease surveillance.

Persona

Our persona, Jill, is a clinical social worker who has been having a hard time working with her clients because of social distancing. Most of her clients are elderly and therefore high-risk. Most of her elderly clients also are unable to meet via a video call, and find phone calls to not be as effective as in person meetings.

Service Blueprint

This service blueprint also follows Jill's journey, but highlights her interactions with our service and more of the "behind the scenes" of actions our service needs to take in order for Jill to have a great experience.

Designing the Apps

While this project was less about UI design and more about how a customer would engage with the service, we did create a handful of "high-fidelity wireframes" - wireframes with a splash of color and some basic UI design, without a lot of polish - in order to sell our presentation and demonstrate the service. Our service focused on buying the right test, tracking your sample, and viewing your test results, so we designed and tested mid-fidelity versions of those experiences.

Conclusion

Our service and designs resonated well with those we tested with. Users especially liked the product status and test result tracking because it gave them visibility into how long they could expect a result to be returned to them.

“I really like how the product status and test result tracking is seamless and nicely merged as one experience.”

“The product description is very clear. It is also helpful to see the feedback of those who have previously conducted the test.”

“I think it is straightforward and very professional. The questions are easy to understand.”