InsideTracker
Unifying the Blood Testing Experience
Designing a seamless journey from purchase to results by integrating lab scheduling, clinician approval, and lifecycle communication systems.
Auto test approval
Integrated lab scheduling
Guided 4 steps experience
Platforms
iOS, Android, responsive web
Timeline
2025
Teams
Product | Engineering | Operations | CX | Science | Marketing
My role
In a complex, multi-touchpoint experience, I led the redesign of the end-to-end blood testing journey. I transformed a fragmented process into a clear, guided flow from purchase to results. Grounded in research, I identified key friction across product flows, lab scheduling, and clinician approvals. I introduced an integrated solution using Quest Diagnostics APIs and automated workflows. I partnered cross-functionally to define core flows, streamline handoffs, and design scalable UX patterns-reducing confusion, lowering support volume, and improving user satisfaction.
Impact
4.1/5
Satisfaction score
Satisfaction
-32%
Fewer CX tickets
-25%
Less time to complete
About InsideTracker
InsideTracker is a personalized nutrition platform that provides health insights based on blood, physiological, and genetic data.
First step of the experience is purchasing a blood test and completing it at a partner lab.
Current blood testing experience
Complex user journey
The testing journey spanned multiple digital and physical touchpoints, including product flows, lab scheduling systems, and clinician approvals. This fragmented experience led to confusion, high CX ticket volume, and consistently low satisfaction scores.
Grounding the problem with user data
2.2/5
Low user satisfaction rate based on user surveys
47%
High volume of related CX tickets based on Stakeholder interviews
17 days
Measured average long time from purchase -> results
Key insights from user interviews
Anxiety: non-intuitive process; users were unsure what to do next
Communication gap: ~2-week “black hole” after blood draw | long clinician approval
Mistrust: Users worried something was wrong due to lack of updates
Ownership was unclear: No single end-to-end owner
Solution
A mobile-first, end-to-end flow that guides users through four clear steps, transforming a fragmented experience into a structured and predictable journey.
01
Creating a clear mental model for users
02
Reducing friction at external handoffs
03
Designing for delays and real-world edge cases
Key screens from new experience
Key screens from new experience
Test activation
Why
Users often delayed on activating tests due to unclear next steps after purchase.
How
Activation and required forms (used to be web only) were consolidated into a single, guided entry point within the app.
Real-time physician approval
Why
Users interpreted waiting periods as errors or failures.
How
Status indicators and microcopy made invisible processes visible, setting expectations and reducing support inquiries.
Appointment scheduling flow
Why
Switching between InsideTracker and external lab systems caused confusion and drop-offs.
How
Quest Diagnostics API integration enabled in-context scheduling for both lab and at-home tests, with clear preparation instructions and reminders.
Troubleshooting
Why
Real-world constraints: failed approvals, external scheduling, day of test cancellation and failed tests- were unavoidable.
How
Proactive guidance and fallback paths helped users recover without contacting support.
Project outcomes
These changes shortened the time from purchase to scheduling and testing, reduced day-of-test cancellations and invalid results, and improved overall satisfaction with the blood testing experience.
4.1/5
Increase in satisfaction score
-32%
Less CX tickets related to blood testing
-25%
Reduce in task completion time: purchase -> testing
4.1/5
Increase in satisfaction score
-32%
Less CX tickets related to blood testing
-25%
Reduce in task completion time: purchase -> testing
About InsideTracker
InsideTracker is a personalized nutrition platform that provides health insights based on blood, physiological, and genetic data. First step of the experience is purchasing a blood test and completing it at a partner lab.
Current experience
Complex user journey:
The testing journey spanned multiple digital and physical touchpoints, including product flows, lab scheduling systems, and clinician approvals. This fragmented experience led to confusion, high CX ticket volume, and consistently low satisfaction scores.
Research insights
Anxiety: non-intuitive process; users were unsure what to do next
Communication gap: ~2-week “black hole” after blood draw | long clinician approval
Mistrust: Users worried something was wrong due to lack of updates
Ownership was unclear: No single end-to-end owner
Solution
A mobile-first, end-to-end flow that guides users through four clear steps, transforming a fragmented experience into a structured and predictable journey.
Troubleshooting & edge cases
Proactive guidance for real-world constraints: failed approvals, external scheduling, day of test cancellation and failed tests.
Appointment Scheduling Flow
Quest Diagnostics API integration enabled in-context scheduling for both lab and at-home tests, with clear preparation instructions and reminders.
Test activation
Activation and required forms (used to be web only) were consolidated into a single, guided entry point within the app.
Key screens
Project outcome
These changes shortened the time from purchase to scheduling and testing, reduced day-of-test cancellations and invalid results, and improved overall satisfaction with the blood testing experience.
4.1/5
Increase in satisfaction score
-32%
Less CX tickets related to blood testing
-25%
Reduce in task completion time: purchase -> testing
Grounding the problem with user data
2.2/5
Low user satisfaction rate based on user surveys
47%
High volume of CX tickets based on Stakeholder interviews
17 days
Measured average long time from purchase -> results
Impact
4.1/5
Satisfaction
-32%
Fewer CX tickets
-25%
Less time to complete
My role
In a complex, multi-touchpoint experience, I led the redesign of the end-to-end blood testing journey. I transformed a fragmented process into a clear, guided flow from purchase to results. Grounded in research, I identified key friction across product flows, lab scheduling, and clinician approvals. I introduced an integrated solution using Quest Diagnostics APIs and automated workflows. I partnered cross-functionally to define core flows, streamline handoffs, and design scalable UX patterns-reducing confusion, lowering support volume, and improving user satisfaction.
Platforms
iOS, Android, responsive web
Timeline
2025
Teams
Product | Engineering | Science | Marketing
Crafted with creativity, late-night iterations, Ctrl+Z reflexes, and a carefully curated playlist.
© Chen Segal 2025
Crafted with creativity, late-night iterations, Ctrl+Z reflexes, and a carefully curated playlist.
© Chen Segal 2025
© Chen Segal 2025