OUR APPROACH
The team mapped the full journey before designing the screens. That meant understanding what people needed before an appointment, what had to happen at the testing site, how results were delivered, and where staff still needed to help.
The product experience focused on:
• Easy intake. Make remote registration and appointment steps simple.
• Clear status. Help users understand what had been completed and what still needed attention.
• Timely information. Use alerts for appointments and test results.
• Connected verification. Work with CLEAR Health Pass+ to support health and identity verification.
Human support. Use technology to remove unnecessary steps without removing people from moments where help mattered.
