Get a Tuberculosis Test

Market: Individuals needing tuberculosis testing for work, school, or medical reasons

Scenario: Customers need to complete tuberculosis testing but face challenges in finding an in-network testing site, scheduling an appointment, and understanding insurance coverage. The process includes completing paperwork, taking the test, and obtaining results for submission. Delays, unclear requirements, and long wait times create frustration, making efficiency and clear communication critical improvements.

Average Difficulty: Mild (4-17% Range).

26 Outcomes 2% to 17% Difficulty.

Research Insights

People seeking tuberculosis testing find the process manageable but time-consuming. Finding an in-network testing site and scheduling an appointment are major pain points. Users also struggle with unclear test requirements, complicated insurance information, and delays in processing results. Digital tools that streamline scheduling, provide clear instructions, and enhance documentation retrieval would significantly improve the experience.

Job Steps

Job steps represent the sequential actions individuals take to complete tuberculosis testing.

1. Recognize the need for a TB test for school, work, or medical purposes

2. Find a convenient, in-network location for testing

3. Schedule and prepare for the test

4. Complete necessary forms and payment

5. Take the TB test

6. Wait for and track test results

7. Follow up with a doctor if necessary

8. Retrieve and submit test documentation to employer or school

Themes Identified

• Access and Scheduling Challenges: Difficulty finding an in-network testing location and securing an appointment at a convenient time.
• Clarity and Documentation Needs: Confusion surrounding test requirements, insurance details, and paperwork submission.
• Timeliness and Comfort in the Testing Process: Long wait times for results, unclear tracking methods, and discomfort during testing.

Recommendations

• Implement a centralized scheduling platform: Develop an intuitive online system for finding in-network locations, viewing availability, and booking appointments.
• Provide step-by-step guidance: Offer digital instructions and FAQs that clarify test requirements, scheduling expectations, and form completion.
• Automate test result notifications and tracking: Introduce digital alerts and a portal for easy access to past test records.
• Optimize paperwork submission: Enable direct upload and submission of required documents through a secure digital platform.
• Enhance customer support: Offer chatbot assistance or a helpline for insurance-related and scheduling inquiries.

Cautions

• Avoid overly complex scheduling interfaces that could frustrate users and cause delays.
• Do not rely solely on in-person documentation; ensure digital submission options are available.
• Avoid unclear insurance information, as missing details may cause confusion and deter users.
• Ensure mobile accessibility for scheduling and tracking tools to accommodate a wider audience.
• Prevent long response times for support inquiries, as delayed responses can increase user frustration.