Challenge
The process for requesting pathology services in Australia was hindered by inefficiencies, fragmented systems, and inconsistent user experiences. Consumers struggled with navigating services, understanding costs, and accessing results, while clinicians faced challenges with fragmented health records and limited interoperability. The Australian Department of Health aimed to create a national eRequesting solution that balanced human-centered design and economic benefits.
Approach
To tackle this, we conducted a comprehensive human-centered research project. Using qualitative interviews with 33 clinicians and 30 consumers and a quantitative survey of 1,073 respondents, we uncovered the pain points and needs across the system. Journey mapping, value creation mapping, and dynamic systems modeling helped identify opportunities to improve workflows, streamline processes, and enhance user experiences. The research centered on diverse user archetypes, from "Empowered Engagers" to "Reluctant Recipients," ensuring a holistic understanding of stakeholder perspectives.
Outcomes
The research highlighted critical areas for the government to focus on in developing a successful eRequesting solution, emphasizing the need for a streamlined, interoperable system to enhance clinician workflows and enable seamless sharing of health records across providers. Transparency around costs, results, and the purpose of pathology tests must be improved to build trust and empower users, while barriers faced by rural and remote populations should be addressed to ensure equitable access to services and reduce reliance on fragmented solutions.
Investments in digital tools and training are essential to increase adoption and minimize inefficiencies, and collaboration with consumers, clinicians, and technical providers through co-design processes will help create a system that meets diverse needs and fosters widespread acceptance.
For more information checkout the Tobias case study
