15toKnow

15toKnow

Optimizing The Customer Experience With Centralized Error Coding and Improved Design

Summary

15toKnow was formed in the early days of the global COVID-19 epidemic to provide immunization services to Pennsylvania’s citizens. After the government increased its immunization efforts, 15toKnow shifted its focus to COVID-19 testing. When the COVID-19 case count began to decline and the government redoubled its testing efforts, 15toKnow was forced to pivot once more, reinventing itself as a firm that provides comprehensive medical testing services.

It was during this time that the 15toKnow team and LumiQualis began collaborating. These changes and the need to adapt to new business landscapes resulted in significant technical debt in the custom-built software that drove the 15toKnow business, resulting in intermittent errors, a poor customer experience, and long wait times when customers needed information.

The Challenge

The technology driving the custom-built solution to support the 15toKnow business uses PHP/Laravel, ReactJS, and MySQL/PerconaDB. There are various API integrations with payment processors (Stripe) and messaging providers for sending emails and text messages, including reporting for the Department of Health.

LumiQualis introduced centralized error recording and tracing, allowing for a greater understanding of how the system worked and identifying high-priority issues. A backlog was defined, prioritized, and implemented per the customer’s roadmap. We picked the Kanban workflow to manage the project because it is not a greenfield project but rather a legacy codebase that is primarily focused on identifying and correcting undesired code (and only in a second stage developing new features)

Discover

We found that most customers were using their mobile devices to interact with the website during the discovery process. As a result, we prioritized reducing latency to give customers a more engaging and delightful shopping experience. We also redesigned the checkout experience, which resulted in a significant decrease in abandoned purchase sessions, improved reporting/analytics, and voucher/discount functionality.

Over time, we also implemented automated refunding for justified appointment cancelation events, decoupled functionality through webhooks, and reworked emails to reduce them being marked as spam.

Ideate & Validate

To keep the project on time and budget, we used a mix of manual and integration testing for the most critical portions of the code. To completely overhaul the entire codebase, reduce duplication, move code portions to where they should live, and implement thorough unit testing would have fallen significantly outside the customer’s agreed-upon roadmap.

Build

With our build, we introduced abstraction, which allows 15ToKnow to specify how the system reacts to new items rather than hardcoding everything. This change enables the customers to obtain medical testing without a prescription for various medical tests. Because the client will most likely purchase a laboratory information system, we’ll remove the operations backend (the one used by medical staff to track sample taking and other tasks) from the app. However, we expect the system to be used for customer-facing functionality (at least for the purchasing flow and the patient portal allowing customers to download their test results).

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