Healthcare · Mobile app & HMS
A diagnostics lab that stopped losing patients at checkout.
A leading Pakistani pathology lab network with 200+ collection points.
- −54%
- Report turnaround
- 3×
- Repeat bookings
- −61%
- Inbound call volume
- 37%
- App-driven revenue
The challenge.
A strong physical network was losing repeat patients to competitors with smoother digital experiences. Patients called to book, queued for reports, and chased staff for follow-ups, while billing, sample tracking, and reporting lived in three disconnected tools. All of it had to change without disrupting the 50,000+ tests processed every week.
How we worked
The ADAS framework, applied to this build.
Architect
Mapped the patient journey and back-of-house workflow across collection, lab floor, and reporting before scoping any build, and identified the highest-impact moments to redesign first.
Deliver
Shipped a patient mobile app focused on book → track → receive, alongside a unified HMS back-end. Branch-by-branch parallel rollout over 90 days, with zero continuity risk.
Advise
Stayed embedded with operations and clinical teams post-launch, refining workflows, advising on data hygiene, and helping leadership read what the new analytics layer was saying.
Scale
Built the platform to absorb new collection points, new test categories, and home-sample expansion without re-architecture. The lab now scales on the system, not despite it.
The outcome.
Within four months the app drove more than a third of all new bookings, repeat bookings tripled, front-desk call volume fell sharply, and report turnaround improved across the network.
We didn't sell them an app. We rebuilt the patient journey, then made the app the front door to it. The technology was the easy part.
Ready to talk