Overview
The industry leader in plasma-derived therapies wanted us to improve the experience of donors that come to the center to donate plasma. We crafted a new experience for the centers across multiple touchpoints like digital, environmental & human.
We started by redesigning the portal used by the staff to process donors at the center ensuring the viable enhancements are taken up first while keeping track of changes that would involve more capital and time.
Business Goals
Improving scalability to expand centers in the US.
01
Globalisation of solution to multiple geographies.
02
Increasing automation and modernizing the application to reduce time taken to process a donor.
03
Improving the plasma donation experience to encourage more donations and retention of donors
04
Personas
Amy Miller

Plasma Donor | Student​ | 21 years old
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"I need some extra cash for the holidays and some small events coming up soon. Donating plasma is a convenient way to get that"
Motivation to donate plasma
Money
Gives "Me time"
Helps the community
Factors for a good experience
Speed of visit
Comfort with Staff
Tracking impact
Inhibitors​
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Unexpected crowd & long queues
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Change is a process or steps
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No insight into how many beds are already occupied
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Improper insertion of the needle by a phlebotomist
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Moving to another city
George Brown

Plasma Donor | Plumber | 21 years old
​
"Over the years I have accumulated some debts. Donating plasma is a way to make extra money to pay them off "
Motivation to donate plasma
Money
Gives "Me time"
Helps the community
Factors for a good experience
Speed of visit
Advance planning
Personalized Experience
Inhibitors​
​
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Having to carry the social security card
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Unfriendly staff sometimes
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Improper insertion of needle by phlebotomist
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Family responsibilities and time commitments
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Longer donation time in the morning and evening
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Not being able to schedule more than two donations a week and then cancelling the ones not needed.
Current State Analysis

Information Architecture
Screens designed by me

