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Back to customer stories

LabCorp


LABCORP USES PENDO TO IDENTIFY ONBOARDING FRICTION AND REDUCE TICKET BACKLOG BY
99%

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 * Product

99% reduction in ticket backlog



Product(s) Used

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LabCorp’s product team keeps a laser focus on providing a personal experience
for every patient, which is vitally important as the company supports millions
of patient interactions every day.

This passion for a personalized experience drove Bob Zurek, the company’s VP of
product management, to bring in Pendo to help his team better understand the
ways users interact with their patient portal with an eye toward uncovering
points of friction.

Using Pendo, Zurek’s team identified two seemingly small issues that were having
an outsized impact on their customers’ onboarding experience and, as a result,
were generating a high volume of support tickets.

The LabCorp product team first learned that many patients were dropping out of
the registration process to use the LabCorp Patient mobile app. By studying
their users’ journeys, they found that their system would return an error
message if the user added an extra space after their name. Pendo helped them to
understand the scope of this issue and prioritize the fix with their
counterparts in engineering. The registration experience improved dramatically
without users ever knowing—and the percentage of dropouts dropped markedly.

Analyzing customer path data led to another surprising discovery: some users
weren’t completing their registration because a third-party authentication tool
was taking so long to load that patients were often abandoning the process.
Zurek took this insight straight to the authentication partner.

“I had the data to show them what was going on. I was able to say this is one of
our biggest pain points right now with our consumers – who are patients and
family members seeking convenient access to test results – and ask them how they
could help,” said Zurek. The partner quickly acknowledged the issue and
implemented a fix. And as a result, LabCorp was able to again increase the
number of successful registrations.

LabCorp wouldn’t have been able to uncover these subtle issues without truly
understanding the paths that different cohorts of users were following. Within
weeks of identifying and fixing just these two issues, support tickets
plummeted. Friction-related tickets dropped from several thousand to about a
hundred over the course of several months, cutting their backlog by 99%.

Waiting for lab results is an emotional event for many people, which is why
LabCorp is so focused on providing a secure, convenient digital experience that
doesn’t contribute to patient anxiety. Zurek summarized the global
organization’s very human aspiration, “We don’t want to add to what can often be
a stressful time in their lives. Our opportunity here is to be as innovative as
possible, with a goal that every interaction with LabCorp supports them in
getting the health information they need, as part of LabCorp’s mission to
improve health and improve lives. We want to be their partner every step of the
way.”

The LabCorp product team has used Pendo to understand and support their patients
in new ways. One of LabCorp’s three key objectives is to use technology to
improve the delivery of care. Working closely with Pendo, LabCorp was able to do
just that, by taking advantage of user insights and guidance to provide the very
best end-to-end patient experience in their industry.

 See all customer stories


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