📚 Case Study
🗓️ 2021-2022
Building a COVID Testing Platform for LATAM
In facing the unprecedented challenges of the global pandemic, Pronalab, a Spain-based laboratory, partnered with me to manage a staggering volume of COVID-19 tests.
Discover how we scaled testing capabilities dramatically, from processing 1,000 tests per month to surpassing 30,000 tests per month.
Problem Statement
Pronalab's testing centers were overwhelmed, with long lines from dawn to dusk. Operators and nurses faced the dual challenge of managing a high volume of manual processes and addressing unscheduled attendances. This not only stretched resources thin but also compromised user experience and operational efficiency. The situation called for an urgent need for streamlined processes and the introduction of automated, software-driven solutions to transform the existing system.
Objective
My primary objective was to revitalize Pronalab's testing operations through the introduction of innovative automation and software solutions. I aimed to significantly reduce the manual workload, enhance user experience for both staff and clients, and increase the overall efficiency of the testing processes. An additional goal was to ensure the scalability of operations to manage the high and fluctuating demand for COVID-19 tests, focusing on accuracy and timely delivery of results. This strategy was designed to address immediate challenges and set a foundation for sustainable operational excellence.
Overview
Methods
Primary Goal:
Efficiency
My primary metric was the efficiency and accuracy of the testing processes, ensuring timely results for guests and resorts.
Secondary Goal:
User Experience
I also aimed to enhance the digital experience for the diverse team of medical workers, laboratory personnel, and hotel managers.
Understanding the situation
Points Identification
The journey with Pronalab began with a thorough understanding of their existing manual processes, identifying bottlenecks, and pinpointing areas ripe for digital intervention.
Data-Driven Decisions
Decisions throughout this project were informed by data gathered from initial assessments, feedback from the Pronalab team, and continuous performance tracking.
Research & Planning
An in-depth exploration into Pronalab’s operations was conducted, delving into the specifics of their testing processes and the challenges faced by their team.
Design
Next, I focused on the design aspect of the solution, which was critical to achieving the set objectives. This involved selecting the right tools and developing initial prototypes.
Tool Selection
I carefully selected a toolkit comprising Airtable, Miniextensions, Zapier, Docupilot, Sendgrid, and Notion for their robustness, flexibility, and seamless integration capabilities. These tools were integral in automating and streamlining the processes at Pronalab.
Prototyping & Testing
Before implementing the solution on a full scale, I developed prototypes to visualize and refine the digital transformation process. These prototypes were rigorously tested both internally and with select members of Pronalab's team to ensure their effectiveness and user-friendliness.
Security Compliance
Given the sensitive nature of the data being handled, I established secure profiles for each operator and defined specific roles to maintain a protected workflow. Compliance with local privacy laws and regulations was a top priority throughout this phase.
Implementation
With a clear roadmap in place, I began the digital transformation, ensuring each step was aligned with Pronalab's objectives.
QR code system
Initially, a straightforward yet pivotal step was implemented: creating a QR code system. The QR codes were strategically placed in the lobbies of associated hotels. The hotel staff was briefed to guide guests to scan the QR code upon their arrival, facilitating their registration for COVID-19 testing both at the onset and conclusion of their stay.
Fill out a survey
Guests could conveniently fill out a survey using their mobile devices or computers, selecting their preferred testing slot from the available limited options. This data allowed the system to anticipate appointment volumes for the following days.
Operator Interface for Certificate Generation
As registrations accumulated, operators were prompted to verify the information and generate test certificates within a brief 1-2 minute window, ensuring prompt delivery of services.
Test creation stages
The system was designed to require operator confirmation at multiple stages, including data validation and certificate creation, which was crucial for maintaining the integrity of the process. Upon completion of the tests, operators would fill the registry with diagnostic information and sample dates, another critical step in ensuring accurate and timely test result communication.
Certification creation
In the final stages, the status of certificates would be updated to 'Created', and a URL for each certificate was generated, linking to the PDF versions. This allowed for the efficient distribution of test results via email.
After changing the status to 'URL Created', emails with test results were dispatched to guests within a matter of minutes, showcasing the efficiency of the new digital system.
This streamlined process not only enhanced the efficiency of test result dissemination but also greatly improved the user experience by reducing wait times and administrative burdens on both staff and guests.
Streamlined Database Management
Operators were equipped with a user-friendly interface on Airtable, complete with custom filters to track test creation, assignment, and results dissemination in real-time. The system allowed for quick sorting by test status, operator handling, and sending time, making the management of over a million tests not only possible but also efficient.
This interface was designed with intuitiveness in mind, ensuring that even operators with minimal technical experience could navigate the system with ease. Filtered views allowed for instant access to critical data points such as pending tests, completed tests, and tests awaiting results delivery.
Efficient Transferability
Moreover, the system's design facilitated easy transfer of tasks between team members. With a few taps, an operator could update test statuses, relay information to colleagues, or coordinate with hotel staff to ensure guests received their results promptly.
The flexibility of this system played a pivotal role in scaling operations and ensuring that no guest was left waiting for their test results, thereby significantly enhancing user satisfaction and trust in Pronalab's services.
The culmination of these efforts was a testament to the power of digital tools in transforming complex processes into streamlined, user-centric operations.
Chapter Four
Results
A pivotal achievement in the journey was the remarkable scaling of testing capacity – a leap from 10,000 tests per month to 30,000 tests. This milestone not only showcases the operational excellence but also reflects my commitment to meeting the urgent needs of the pandemic.
Impactful Outcomes
With technology, we were able to scale operations and provide support during the pandemic.
- Managed over one million COVID-19 tests
- Empowered a team of 100+ professionals
- Reduced manual workload by over 70%
- Streamlined communication and reporting processes
Data Collection and Insights
Using analytics tools, I continuously monitored the platform's performance, ensuring it met the set KPIs and adapted to any new challenges.
Conclusion & Future Outlook
In retrospect, the collaboration with Pronalab not only achieved the ambitious goal of scaling COVID-19 testing capabilities but also marked a significant milestone in the digital transformation of medical processes. By leveraging no-code and low-code tools, we have set a precedent for modernizing healthcare operations that can respond rapidly to evolving demands. This case study serves as a blueprint for future endeavors where technology can bridge the gap between increasing healthcare needs and operational capacity. It heralds a new era where agility, efficiency, and patient-centricity become the cornerstones of healthcare services, powered by digital innovation.