Streamlining Online eCommerce
The Client and Staff Portal helps customers place complex online lab testing orders and easily access to their reports at any time.
CHALLENGE
Conducting a formal lab test involves many processes: From filling out paperwork, ordering supplies, sending supplies to the lab, and getting the lab results, we cannot even being to scratch the surface to the complexities of the process.
To turn all of this into one simplified process, we worked with CARO - Canada's leading laboratory testing services - to develop the most innovative and streamlined web app in their industry.
SOLUTION
Conducting a formal lab test involves many processes: From filling out paperwork, ordering supplies, sending supplies to the lab, and getting the lab results, we cannot even being to scratch the surface to the complexities of the process.
To turn all of this into one simplified process, we worked with CARO - Canada's leading laboratory testing services - to develop the most innovative and streamlined web app in their industry.
The Client and Staff Portal integrates complex systems into one easy app for users.
1. Customer Portal
Allows users to order supplies online, submit samples, and securely retrieve results in one integrated location.
Main Features
- Bottle orders: Customers can easily browse and place orders for supplies.
- Project management: Customers can sort their orders across projects and view their order statuses in real time.
- Online sample submission: Customers can submit their sample information online using an automated form to speed up their workflow.
- Invoices: Customers can locate, view, and download their order invoices.
2. Staff Portal
Behind the scenes, staff are supporting customers by using the staff portal that we created as part of the project:
- Order review and management
- Order processing
- Customer account management
3. Supporting Systems
The Client and Staff Portal are enabled by various systems that we connected together:
- eCommerce system
- Laboratory information management system
- Authentication system
PROCESS
Mapping Out the Business Processes
When we first started working with CARO, we were astounded by the number of steps, processes, and systems involved in fulfilling a lab test order.To ensure that the app addresses the needs of each user along each step of the process, we spent time understanding CARO’s business processes and translating them into a series of flows and features
The benefit of the user flows were two fold: Not only did the user flows depict how the user will interact with the app during each step, but it also revealed opportunities where the app can be used to address pain points for users.
Validating through User Testing
At Raccoopack Media, we conduct frequent user tests to gather as much feedback as reasonably possible during the development process.
For this project, we used an agile approach where we released a testable prototype each sprint, allowing us to facilitate user testing sessions and gather feedback with both the end users and the CARO project team. Here are some actual feedback we received!
“It’s quick and flexible.”
“It would be improved here if we can see tracking information on this screen.”
“Visuals are clean and the interface is clear.”
By involving the end users, we ensured that each feature is elevated to effectively address our user needs.
RESULTS
After a series of prototypes, user testing, and extensive quality assurance, the project was launched with success:
- Client and Staff Portal fully launched with 99% user uptake
- Validated product satisfaction from user testing
- Over 1000 monthly orders going digital - translating into saved administrative costs
The project only marks the beginning of our continued partnership with CARO. As we approach our second year with them, we are working hard to ensure that future updates provide an even more enhanced user experience and we look forward to our continued efforts to building out BC's premier lab testing services.
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