Case Study: LabCorp streamlines the patient journey with Cantina

LabCorp boosts patient experience with Cantina, winning 90% tester preference

LabCorp, a leading global life sciences company, sought to enhance its entire patient journey, from scheduling to billing, and explore innovative ways to provide greater value. Their challenge was to reduce friction and increase patient satisfaction across all touchpoints. They partnered with the vendor Cantina to address this.

Cantina began with stakeholder interviews and field research to map the patient journey and identify pain points. They translated these findings into a prioritized backlog and executed a series of design cycles focused on key areas like appointments and billing. Each cycle included user testing, with new designs preferred by nearly 90% of testers. The solution met all key business metrics, such as increasing online appointments, and crucially positioned LabCorp to rapidly adapt to patient needs at the onset of the Pandemic.

LabCorp