UnderstandListening. Learning. Exploring. With customers and internal stakeholders, I define the problem we are trying to solve with as much color as possible and then condense it into its essence. I have also used the Design Thinking process at this stage.
At LabCorp we were trying to solve the physician practice concerns that entering lab orders took too much time for staff. The volume of orders that had to be entered each day is large. We explored the app with the staff in the field and found that they knew the common order numbers by heart. They didn’t need to search or pick from a long list of tests as our interface suggested. We made a shortcut entry field for power users that wouldn’t affect the way the application worked for others and significantly decreased order entry time.