The Challenge
Sonora Quest Laboratories (SQL), one of Arizona’s largest and most trusted diagnostic testing providers, partnered with I-ology to enhance the user experience for their Increasing Community Access to Testing (ICATT) program.
The ICATT initiative, supported by federal funding, was designed to provide no-cost COVID-19 testing for eligible patients. However, the existing digital workflow for lab orders and appointment scheduling presented several usability challenges. Patients found the process confusing, with unclear eligibility pathways and inconsistent experiences depending on how they entered the system.
Sonora Quest needed a streamlined, intuitive, and accessible online experience that would make it easy for users to:
Understand eligibility for free COVID-19 testing.
Schedule appointments quickly and confidently.
Access clear, centralized information about the ICATT program.
Maintain a consistent user experience across all entry points.
The Approach
I-ology worked closely with Sonora Quest Laboratories to redesign the ICATT user experience from the ground up, ensuring clarity, simplicity, and accessibility for patients seeking COVID-19 testing.
Discovery and Strategy
Collaborated with SQL stakeholders to identify user pain points and define success criteria.
Mapped the patient journey to remove friction points in the lab order and scheduling workflow.
Established clear objectives focused on usability, eligibility verification, and transparent communication.
Dedicated Informational Landing Page
Designed and developed a comprehensive ICATT landing page that clearly explained eligibility, program details, and the step-by-step process for obtaining a free COVID-19 test.
Emphasized transparency and accessibility, ensuring all users could easily understand the program’s purpose and benefits.
Streamlined Appointment Scheduling
Implemented dynamic logic to automatically determine patient eligibility and guide users through a simplified scheduling process.
Integrated secure web forms to collect “Ask at Order Entry” data—reducing manual data entry and potential errors.
Optimized existing workflows to ensure patients experienced a consistent ICATT pathway, regardless of where they began their journey on the site.
Focused Scheduling Experience
Designed a focused, ICATT-specific appointment scheduling flow that automatically displayed only relevant test options and eligible locations.
Removed unnecessary steps such as manual visit reason selection, ensuring a faster and more intuitive experience.
Highlighted ICATT-centric appointment details to build user confidence and clarity.
The Outcome
The enhanced ICATT experience delivered measurable results—making COVID-19 testing more accessible, efficient, and user-friendly for thousands of patients statewide.
Key Results:
Enhanced User Experience: Patients could now easily navigate the testing process, from eligibility verification to scheduling, through a seamless and intuitive interface.
Increased Accessibility: Eligible users gained effortless access to free COVID-19 testing, reinforcing SQL’s commitment to community health.
Operational Efficiency: The new workflow reduced data entry burdens and improved accuracy, benefiting both patients and SQL’s internal teams.
Award-Winning Design: I-ology’s innovative work earned recognition at the 2023 American Marketing Association (AMA) Awards in Phoenix, where the project won “Best Landing Page”—celebrating its impact, clarity, and design excellence.
Through strategic collaboration, thoughtful design, and technical innovation, I-ology and Sonora Quest Laboratories created a user experience that not only met the project’s objectives but also delivered meaningful impact to the community during a critical time in public health.