Quest Diagnostics

Reinventing the Quest Digital Patient Experience

1

The Background

Quest Diagnostics had a digital product portfolio of 25+ separate products for multiple audiences—including patients, consumers, doctors and medical professionals, hospitals and insurance companies. The ecosystem was extremely fractured and misaligned and was not platformed around central pillars or strategies.

Code and Theory's objective was to:

  • Audit the ecosystem
  • Determine and create strategic pillars for each of its audiences
  • Recommend merging or sunsetting of certain products and capabilities to create a more streamlined, homogenous product ecosystem
  • Create a roadmap for future product release
Quest 1

2

The Strategy

Customer First

Quest’s four main customer segments have distinct needs (both physical and digital) during their interactions. Patients want to take charge of their health by understanding their test results in greater depth and context. HCPs need Quest to create the least amount of paperwork and help them make better clinical decisions for their patients. Health Systems and Payers, on the other hand, want access to analytics data in order to make better business decisions.

Our research resulted in a visualized “Service Blueprint” and a series of “Experience Maps” that streamlined and integrated the experience journeys of the users. This research, and the resulting documentation, helped us identify customer pain-points, concerns, and stress levels through the Quest experience, as well as expose gaps and redundancies in service and product offerings.

Clarifying Products Through Partnership

Quest has 30+ digital products, many of which were built to complement existing products through a quick-fix, “band-aid” mentality. The integration and standardization of these products was key in consolidating Quest’s offering in digital.

In order to better understand how these organizational challenges and customer-facing products influence Quest’s internal systems and communication flow, we worked closely with the company’s digital product team and technical architects. Additionally, to bring in a fresh perspective, we conducted our own functional and technical audit of every public-facing product offered by the company.

Quest 3

3

The Conclusion

Healthcare Provider Portal

Our first product output of the engagement was the design and front-end code for a Healthcare Provider portal, which represented the optimal and most relevant features and functions that Quest's healthcare provides for clients.

Test Center

Following the Healthcare Provider Portal project, we were contracted to Define and Design another product for Quest, their "Test Center,” where they make available information related to all of their diagnostic test offers.

This product captures the complexity of Lab Test Workflow into a simple and intuitive interface, meant to be used in any context, from doctor office to hospitals to mobile for phlebotomists.

Quest Direct-to-Consumer Vision Work

In early 2017, Quest reached out again to build on our previous work and explore how the future product roadmap may inform a future vision of a "direct-to-consumer" business model. We developed a vision to support their initiative for this market segment.

Refreshing the Brand

We consolidated Quest’s 30+ existing products into four digital platforms, one for each of the four distinct customer segments. Each platform will be united around the coherent Quest brand, and serve as a single entryway to all available Quest-related actions and information.

We designed this environment based on a modular system that leverages all available data across products, rather than limiting its inputs, as before, to fragments of data from only one product area. These platforms make it simple for Quest Diagnostics to manage their products and share valuable insights from throughout the organization, thereby improving their operations and fortifying their brand value.

Screenshot 2023 09 29 at 3 51 52 PM
The Ritz-Carlton

Redefining the Legacy of Luxury for a Powerhouse in Hospitality

The hotel giant partnered with Code and Theory to bring its hotel's luxury into every element of its digital experience.

Read More
  • Built a scalable design system for both The Ritz-Carlton and The Ritz-Carlton Reserve.
  • Created a guest-centric site structure to facilitate booking, content exploration and discovery.
  • Strategy, design and launch in under one year.

Driving B2B Growth

Partnering with some of the world's largest companies to fuel their business-to-business expansion.

Tipico Featured Module
Tipico

Succeeding on a Mission to Win Ohio

AOR leading an integrated campaign to capitalize on the moment and bring Tipico to market.

Read More
  • Challenging category conventions to create a differentiated connection with audiences
  • Speaking with Ohio sports fans the same way they speak to each other
  • Working in an Integrated Agency team to connect through all media channels, including the app

Evolving E-commerce to Fit Modern Audiences

We are shaping the digital transformation of the industry by creating strong connections between audiences and brands.

Screen Shot 2023 03 01 at 11 14 04 AM
Marriott Bonvoy

Reimagining Marriott Bonvoy as a Hub for Travel and Commerce

Evolving Bonvoy’s design system to be more modern and immersive while staying true to the core strong brand identity.

Read More
  • Mobile-First
  • Contextualized Conversion
  • Flexible Design and Content Systems

Leading With Empathy and Inclusivity

Having deeper conversations, widening the funnel, and driving innovation with an inclusive-first lens.

Untitled design
Allspring

Speed to Market for a Portfolio Optimization Tool

Crafting a UI for a complex product through user input and clear data visualization.

Read More
  • Improving workflow processes through enhanced user interface design
  • Clear and simple data visualizations for complex data sets
  • Designing a roadmap to continue to iterate and optimize the product on a rolling basis post-launch

Transforming Education's Forefront

Defining the future of digital experiences in education.

Pfizer World| Shaping a Platform into a Beacon for New Priorities and Ways of Work

Pfizer World

<p>Pfizer World</p>

Transforming a platform into a meaningful beacon to set new priorities and ways of working.

Read More
Galleri| Introducing a Revolutionary Medical Feat to the Market

Galleri

<p>Galleri</p>

Creating the first B2C campaign and user experience for a first-of-its-kind cancer detection test.

Read More
Black BoxBlack BoxBlack Box

Recognition

  • YETI x Code and Theory

    Innovation by Design

    Best in Marketing
  • Code and Theory

    Innovation by Design

    Design Company of the Year
  • Code and Theory

    Ad Age

    Agency A-List

All Work

 2023

Says a Lot —

Latest

News — 

Code and Theory Wins Three Drum Awards For AI, Creativity, and UX with YETI and Tipico

News — 

Under Armour Launches UA Rewards with Masterclass-style Video Series, in Partnership with Code and Theory

News — 

Figma Names Code and Theory as Launch Partner in New Service Partner Program

News — 

Scout by Sutter Health™ Launches an App Focused on Resilience Building for Youth and their ‘Champions’, Built by Code and Theory

News — 

Code and Theory Network Wins Six W3 Awards

News — 

Facing the Future: A Guide to AI and Design Transformation

News — 

Amazon Ads Debuts First Small Business-Targeted Campaign

News — 

YETI Wins Fast Company Innovation By Design Award for Marketing