OVERVIEW
01
Improving scalability to expand centers in the US.
02
Globalisation of solution to multiple geographies.
03
Increasing automation and modernizing the application to reduce time taken to process a donor.
04
Improving the plasma donation experience to encourage more donations and retention of donors
Business Goals
An industry leader in plasma-derived therapies with over 120 plasma collection centers across the US wanted us to improve the experience of donors that come to the center to donate plasma. We crafted a new and improved narrative for the centers which would be a guide for enhancements across all touchpoints including digital, environmental & human.
We started by redesigning the portal used by the staff to process donors at the center ensuring the feasible enhancements are taken up first while keeping track of changes that would involve more capital and time.
Research & Analysis
01
Secondary research through feedback and reviews of center given by donors.
02
Analysis of individual interviews done with staff and donors.
03
Heuristic evaluation of the current application
04
Analysis & Insights from training material used to train each role of staff.
Personas
AMY MILLER
PLASMA DONOR | 23 YEARS | COLLEGE STUDENT
MOTIVATION TO DONATE PLASMA
Money
Gives "Me time"
Helps the community
"I need some extra cash for the holidays and some small events coming up soon. Donating plasma is a convenient way to get that"
FACTORS FOR A GOOD EXPERIENCE
Speed of visit
Comfort with Staff
Tracking impact
INHIBITORS
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Unexpected crowd & long queues
-
Change is a process or steps
-
No insight into how many beds are already occupied
-
Improper insertion of the needle by a phlebotomist
-
Moving to another city
INHIBITORS
GEORGE BROWN
PLASMA DONOR | 35 YEARS | FATHER OF 2
"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
Consideration of preferances
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Having to carry the social security card
-
Unfriendly staff sometimes
-
Improper insertion of needle by phlebotomist
-
Family responsibilities and time commitments
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Longer donation time in the morning and evening
-
Not being able to schedule more than two donations a week and then cancelling the ones not needed.
Current State Analysis
Each step in the process of donating plasma was mapped along with personas, process, pain points found from user research, suggestions and feature requests and tools and enablers used during the process.
