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Home

Company

Sotera health

Nelson labs

Role

Senior UX Designer - Design Systems

Expertise

Healthcare Tech

Year

2023

AI onboarding for laboratory testing

AI onboarding for laboratory testing

Sotera health/Nelson labs

Over the past five years, I have led the creative development for some of the largest accounts in the highly regulated pharmaceutical industry.

Human-centered design

Human-centered design

Company

Sotera Health

Sotera Health

Role

User Experience Designer - UI

Expertise

Laboratory Tech

Year

2024

2024

5 minute read

.

5 minute read

.

AI onboarding for laboratory testing

Sotera health/Nelson labs

Human-centered design

Company

ViiV Exchange UK

Role

UX Designer

Expertise

Healthcare Tech

Year

2024



0I SITUATION

Sotera Health, a global leader in laboratory testing and advisory services, faced a major challenge in onboarding Sponsors of Scientific Studies to its Customer Portal. The process was inefficient, requiring up to 34 days for user activation, leading to a high abandonment rate. Additionally, 60% of potential sponsors dropped off before reaching the product page, and 70% of customer onboarding attempts were abandoned in favor of one-on-one scheduled calls, adding months of delays.

Sotera Health, a global leader in laboratory testing and advisory services, faced a major challenge in onboarding Sponsors of Scientific Studies to its Customer Portal. The process was inefficient, requiring up to 34 days for user activation, leading to a high abandonment rate. Additionally, 60% of potential sponsors dropped off before reaching the product page, and 70% of customer onboarding attempts were abandoned in favor of one-on-one scheduled calls, adding months of delays.

Sotera Health, a global leader in laboratory testing and advisory services, faced a major challenge in onboarding Sponsors of Scientific Studies to its Customer Portal. The process was inefficient, requiring up to 34 days for user activation, leading to a high abandonment rate. Additionally, 60% of potential sponsors dropped off before reaching the product page, and 70% of customer onboarding attempts were abandoned in favor of one-on-one scheduled calls, adding months of delays.


Introduced Design Thinking methodologies and conducted collaboration sessions with non-digital stakeholders, enabling them to adapt to new tools and make decentralized decisions.

Led a Design Sprint to align the internal development team (23 developers) on a user-centric approach, integrating the customer journey into the digital experience.

Developed a cloud-based AI voice assistant, embedded into our Figma-based design system and integrated with React.js and Dialog AI agent, to provide real-time assistance and personalized guidance.







02 TASK


02 TASK

As a User Experience Designer – UI, I was responsible for leading a human-centered design initiative to transform the sponsor onboarding process. My objectives were to:

As a User Experience Designer – UI, I was responsible for leading a human-centered design initiative to transform the sponsor onboarding process. My objectives were to:

As a User Experience Designer – UI, I was responsible for leading a human-centered design initiative to transform the sponsor onboarding process. My objectives were to:

Introduce Figma-based research methods to analyze user behavior and friction points.

Redesign the onboarding flow with a focus on seamless digital interactions.

Establish a scalable design system that ensured UI consistency across AI-powered interactions and the Customer Portal.

03 ACTION

To achieve these goals, I implemented a comprehensive UX strategy that integrated FigJam workshops, in-depth research, user testing, and iterative UI design.

To achieve these goals, I implemented a comprehensive UX strategy that integrated FigJam workshops, in-depth research, user testing, and iterative UI design.

To achieve these goals, I implemented a comprehensive UX strategy that integrated FigJam workshops, in-depth research, user testing, and iterative UI design.

User Research & Journey Mapping


Conducted Figma-based usability testing, leveraging interactive prototypes to identify friction points.


Mapped out the sponsor journey, pinpointing where users dropped off and restructured the onboarding flow accordingly.


AI Integration & UI Optimization


Designed a cloud-based AI voice assistant embedded in the Figma-based design system, integrated with React.js and Dialog AI.


Developed context-aware AI interactions to proactively assist sponsors, answer questions in real-time, and guide them through the necessary steps.

Design System & Developer Collaboration


Built reusable UI components in Figma, ensuring consistency and smooth handoff to developers.


Optimized information architecture and navigation, making key onboarding steps more intuitive and reducing user confusion.

A/B Testing & Continuous Iteration


Conducted A/B testing to compare AI-driven onboarding versus traditional manual support.


Gathered stakeholder feedback and iterated based on real-time data insights.

04 RESULT

The UX improvements and AI-driven onboarding experience led to drastic enhancements in efficiency, engagement, and conversion:

The UX improvements and AI-driven onboarding experience led to drastic enhancements in efficiency, engagement, and conversion:

The UX improvements and AI-driven onboarding experience led to drastic enhancements in efficiency, engagement, and conversion:

Reduced onboarding activation time from 34 days to just 4 days, significantly increasing efficiency.

Increased conversion rates by proactively engaging sponsors before they dropped off.

Eliminated months-long delays in manual scheduling by offering instant AI assistance.

Boosted revenue through AI-driven cross-selling, recommending relevant certified chemicals and bundled services.

Enhanced stakeholder adoption of digital tools, empowering non-digital teams to embrace decentralized decision-making.


If you’ve made it this far, you should read more about me. Better yet, contact me to get started on a project.


If you’ve made it this far, you should read more about me. Better yet, contact me to get started on a project.


If you’ve made it this far, you should read more about me. Better yet, contact me to get started on a project.


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