At-home blood testing introduced more than a new interface. A single order would move between the member, Science & Humans, fulfillment partners, couriers, the lab and clinicians before a result could make its way back to the member.

I started by mapping the end-to-end service to understand where digital interactions intersected with physical operations.

The journey included:

Purchase → Fulfillment → Delivery → Activation → Collection → Return → Lab processing → Clinical review → Results

Behind that seemingly linear member journey were multiple systems and partners, including LMX for kit fulfillment, MedsOnWheels for shipping and pickup, the lab for sample processing, and the Science & Humans team for operational oversight and clinical review.

Mapping the complete system helped identify where the product needed to provide guidance to members, where internal teams needed visibility or intervention, and where status changes needed to move between systems.

One of the core design challenges was that much of the experience happened away from the screen. Members needed to receive a medical collection kit, correctly use it on their own, prepare it for return and coordinate its journey back to the lab.

The dashboard therefore needed to do more than display an order status. It needed to guide members through the right action at each stage.

I designed the experience around the lifecycle of the kit:

This turned the dashboard into a companion for the physical experience rather than simply another place to view an order.

My initial Admin concept mirrored the complexity of the overall Labs operation.

I designed a comprehensive internal tool that would allow the Labs team to follow an order across its full lifecycle — including kitting, outbound shipping, delivery, activation, inbound returns, lab processing, results and completion.

The concept also included detailed order tracking, reorders and member communication.

Detailed logistics management, reorders and direct member communication were intentionally removed from the MVP and could be introduced later if real operational usage demonstrated the need.

Introducing physical products also uncovered a problem elsewhere in the Science & Humans experience.

Previously, the purchase journey followed this sequence:

Add program → Pay → Create account → Complete onboarding → Provide address

That worked for existing programs, but created a fulfillment risk for Labs.

A member could successfully pay for a physical kit and then abandon account creation or onboarding before providing their address. Science & Humans would have a valid paid order without the shipping information required to fulfill it.

One possible solution was to collect another address later during onboarding, but that would have introduced duplicated address entry and additional friction.

Instead, I redesigned the checkout flow so the shipping information required for physical products was collected before payment.

Solving collection and processing still left one important question:

What happens when the results are ready?

Historically, members received clinical interpretation through conversations with their Nurse Practitioner. They didn't receive an in-product results experience they could revisit later.

We briefly considered making the clinical PDF available directly to members.

That would have provided access to the information, but the reports contained significant amounts of clinical content — biomarker values, reference ranges, symptomatic assessments, clinician summaries and other health information.

The opportunity wasn't simply to make the report available.

It was to make the important information understandable.

I designed Insights, a new dashboard experience that translated the clinical report into a visual hierarchy:

Overall assessment → Clinical summary → Individual biomarkers → Reference ranges → Full clinical report

Members could quickly understand which results were within the expected range and which required attention, while still retaining access to the underlying clinical report for transparency and detail.

The first Insights concept used the same basic results model across Men's and Women's Hormone Health.

During a design review where the Product Manager and I presented the concept to the Labs team, they surfaced an important clinical consideration.

Some women's hormone results cannot be meaningfully interpreted using a single static reference range. Hormone levels such as estradiol and progesterone vary depending on factors including the phase of the menstrual cycle when the sample was collected.

The interface therefore couldn't simply label every value as within or outside one universal range.

Designing for context, not just data

I separated the Men's and Women's results experiences rather than forcing both into the same presentation model.

For the Men's Hormone Panel, the experience retained the simpler structure of displaying biomarker values against the appropriate reference range.

For the Women's Hormone Panel, the design introduced multiple relevant reference groups and surfaced Context Required alongside Optimal and Review.

This allowed the interface to communicate an important distinction: some results weren't inherently good or bad without the clinical context required to interpret them.

The final experience connected three previously separate problems into one service.

I began discovery for Healthspan on May 5, 2026.

The product opened for pre-orders on July 22, moving from early service mapping to a functioning member, operational and results ecosystem in approximately 11 weeks.

By August 20, 77 Healthspan orders had been recorded.

Early Amplitude data from the first 30 days also showed 44 successful payments from 46 tracked payment attempts, with purchases occurring across both mobile and desktop.

Because Healthspan remains in pre-sale, the most meaningful downstream measures — kit activation, successful collection, return completion, operational processing and engagement with Insights — are not yet available.

Those behaviours will become the next indicators of how successfully the experience performs once kits begin moving through the complete journey.

Labs reinforced the importance of understanding the system surrounding an experience before deciding what software needs to exist.

My first Admin solution attempted to give the Labs team comprehensive control because the operational journey itself was complex. Working directly with the team helped me recognize that complexity in the service didn't automatically justify complexity in the product.

Starting with a smaller operational MVP gives us the opportunity to learn from real usage before deciding which additional capabilities deserve to be built.

Insights reinforced a different lesson: in healthcare, simplifying information doesn't mean removing its context. The first results model was visually straightforward, but clinical feedback revealed where that simplicity could become misleading. Separating the Men's and Women's experiences allowed the interface to remain understandable without flattening meaningful clinical differences.

As Healthspan moves beyond pre-sale, the next phase is validation. I'll be looking at where members struggle across activation, collection and returns; what the Labs team actually needs after processing real volume; and whether members engage with and understand their results through Insights.

The project began as a new way to complete bloodwork.

It ultimately required designing the system that connects a physical sample to an understandable health result.