Streamlining Online eCommerce

Web / Mobile
Information Management
Full-scale end-to-end digital streamlined platform
Full Cycle Development, Strategy and Planning, UI/UX Design, Hosting and Deployment
Web, Mobile, Tablet

The Client and Staff Portal helps customers place complex online lab testing orders and easily access to their reports at any time.



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.

  • Bottle orders & supplies: Customers can easily browse and place orders for sampling bottles & 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 electronic form to speed up their workflow. 
  • Invoices & reports: Customers can locate, view, and download their invoices and reports anytime.

2. Staff Portal


Behind the scenes, staff are supporting customers by using the staff portal to review customer requests securely:


  • Electronic chain of custody(eCOC) submission review: Staff can view customer orders, review them for accuracy, and quickly address customers in need of support.
  • Integrated order process: Staff can process orders with automated data integration with existing business systems. Reducing the need for manual data entry.
  • Customer account management: Staff can access and manage user access to the Client Portal.

3. Integrated Existing Systems


The Client and Staff Portal is enabled by various integrations with existing business operation systems:


  • eCommerce CMS integration
  • Laboratory information management system integration
  • Authentication & account system integration



Mapping Out the Business Processes

When we 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 their needs.



After a series of prototypes, user testing, and extensive quality assurance, the project was launched with success:

  • Client and Staff Portal fully launched
  • Increased efficiency in the order placement process
  • Paper orders going digital - translating into saved administrative costs

The project only marks the beginning of our continued partnership with CARO. As we approach ongoing development efforts, 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. 



“Raccoopack Media has performed well in terms of project management. They helped with our documentation and mapping everything in a very organized way to ensure a seamless process.”
Ahmed Alsahli
(IT Manager, CARO Analytical Services)

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