Roche Information Solutions
Designed and launched an end-to-end digital ecosystem for pandemic management.
This initiative laid the foundation for two critical focus areas: Pandemic Response Solutions, which streamlined testing, reporting, and patient engagement during COVID-19, and Workforce Reintegration Tools, designed to help organizations safely return to work through health monitoring, compliance tracking, and digital access solutions.
Navify Pass
Established two core solution pillars: COVID response tools that streamlined testing, reporting, and patient engagement, and workforce reintegration solutions that enabled safe returns to work through health monitoring, compliance tracking, and secure digital access.
Project Overview
Background
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During COVID-19, organization lacked an integrated digital infrastructure to manage testing, reporting, and workforce safety at scale. Public health tools were fragmented, manual, and not built for enterprise deployment, while employers needed compliant systems to safely return employees on-site.
This initiative was launched to create a unified, scalable platform that could support pandemic response operations and enable secure, data-driven workforce reintegration.
My Role
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Led end-to-end product design across multiple workstreams
Defined platform architecture, user flows, and interaction models
Partnered closely with product, engineering, and compliance stakeholders to ship at speed and scale
Problem Statement
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During COVID-19, organizations faced fragmented tools for testing, reporting, and workforce safety. Public health teams struggled with scale and data visibility, while employers lacked reliable systems to monitor health compliance and safely bring employees back on-site.
Create a unified, scalable digital platform that could:
Support rapid pandemic response at population scale
Reduce operational overhead for health teams
Enable organizations to safely and compliantly reintegrate their workforce
Opportunity
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Measurable Outcome
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Global Reach: 24+ Countries
NavifyPass successfully commercialized in over 24 countries worldwide.
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1+ Million Tests Processed
Over 1 million COVID-19 tests distributed and completed globally through NavifyPass.
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1 Unified Platform
The COVID-19 support platform now centers on the patient journey, laying a strong foundation for future healthcare initiatives.
Patient concerned with COVID-19
“I need easy access to testing to understand my risk of infecting my family and managing my health, as well as clear communication with healthcare providers to receive timely care and guidance.”
Designed Key User Flows, Addressing Gaps and Edge Cases
From App Download to Test Completion and Result Sharing.
Patient User Flow
At-Home COVID-19 Self-Testing Workflow
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1. Self-Test Onboarding
Users begin by downloading the app and registering an account to initiate at-home testing.
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2. Initiate At-Home Test
Tap the bottom-right icon to begin the self-testing process.
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3. Test Kit Activation
Scan the QR code, wait for validation, and follow the on-screen instructions.
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4. Guided Testing
Follow step-by-step video instructions to complete the test accurately.
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5. Post-Test Process
Start the timer after completing the test and answer any required questions from local authorities.
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6. Access Test Results
After 15 minutes, scan the test kit to capture and display the result. Once available, tap the bottom-right icon to view your test results.
Following the initial release, users expressed the need to manage family accounts and share results via mobile. While these features were identified early, resource and time constraints led to their inclusion in a later sprint.
Identifying Opportunities to Enhance Product Value
Patient concerned with COVID-19
“It’s now much easier to take a COVID test and share results with my kids’ school and other places that require proof. Being able to add my kids and mother-in-law to the app has made managing everything so much simpler.”
As a healthcare provider, I scan the patient’s QR code and select the test type. After scanning the test kit’s QR code, I perform the test and start the timer. I then proceed to the next patient. Once the test is ready, I scan the kit to log the result and can either log another result or begin a new test.
Health Care Provider User Flow
Healthcare Provider
“As a healthcare provider, I need a COVID-19 solution that is simple to use and accessible from any location. I want the ability to quickly filter test results, follow up with patients based on their outcomes, and easily coordinate care—all in one seamless system.”
Healthcare Provider Workflow
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1. Self-Test Onboarding
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2. Initiate At-Home Test
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3. Test Kit Activation
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4. Guided Testing
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5. Post-Test Process
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6. Access Test Results
Post-Launch UI Enhancements Based on User Feedback.
Identifying Opportunities to Enhance Product Value
1. Test Type Configuration – Mobile View
Enterprise users can now configure multiple test types per kit via the portal. This enhancement opens new opportunities to scale the platform and support diverse patient journeys.
2. Multiple Timers Support
With the introduction of multiple test types, the updated UI replaces the previous single-timer approach.
Improvements:
Timers can be started individually, as in the previous version
A new option allows all timers to be started simultaneously with a single button
3. Organization Data Integration
To streamline data management, the portal UI allows super admin users (e.g., Roche) to independently set up organization profiles—eliminating the need for engineering support. Once configured, HCPs can scan the organization's QR code at the start of their shift, linking all subsequent test data to that organization until logout or a new QR code is scanned.
4. Questionnaire Configuration
Enterprise clients can configure additional questionnaires through the portal to meet local government requirements.
5. Patient Search Functionality
Healthcare providers with manager access can log into the mobile app and search patient records by date range, organization, test type, and result. Managers can also view patient details, contact information, and add notes or comments directly within the app.
“Being able to manage all the questionnaires—whether requested by local government or our company—and send them to patients digitally, all in one place, has made a huge difference. No more scanning paper forms each time. It’s faster, easier, and much more efficient.”
Healthcare Provider
“Roche is really listening. Being able to log back into the app without re-entering a username and password saves us valuable time. Even better, we can now quickly identify patients who tested positive and follow up with them faster for care.”
Healthcare Provider
Measurable Outcome
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Key Outcomes & Results
Mobile app features aligned and synced with portal functionality for a unified experience.
High-impact features delivered in each release, enhancing product value and laying the foundation for the Patient Engagement Platform (PEX).
Expanded enterprise client base beyond healthcare to include event organizers and airlines.
Overcame pandemic-driven time constraints with rapid solution deployment, despite limited market benchmarks.
Successfully opened new business opportunities, particularly in the Australian market.
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Key Learnings
Prioritizing features requires evaluating long-term user impact and product value.
Taking a strategic, big-picture view supports better planning and future forecasting.
Empathy for users ensures more meaningful solutions.
In high-pressure environments, doing your best within time constraints is success in itself.
Key Learnings from the COVID-19 Experience
Refocusing on the Patient Journey. The platform that supported COVID-19 efforts is now evolving to prioritize the full patient journey. Reinforcing the core principle of "Do What Patients Need," this renewed focus establishes a strong foundation for future innovation and patient-centered projects.
Business
“As a business, Roche has made significant investments in the COVID-19 platform. How can we enhance and expand it to support additional use cases?”
Why It Matters for Business: Transforming a compliance-driven necessity into a scalable solution opens the door to broader use cases, improved customer experience, and long-term value.
From Obligation to Opportunity: Unlocking Scalable Solutions That Drive Broader Business Value
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Solution 1: Maintain Current UI with Minimal Changes
Benefits:
Reduces implementation time
Familiar interface ensures ease of use for existing users. -
Solution 2: Modify Current UI with Scaled Icons and Test-Specific Visuals
Benefits:
Maintains low implementation time
Enables platform scalability to support additional diseases and lab tests with minimal adjustments. -
Solution 3: UI Redesign Exploration
Evaluate alternative UI approaches to support both COVID-19 and metabolic test results.
Next Steps: Conduct user research and A/B testing to validate effectiveness.
Thank you so much!
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