Mobile App & Hospital Management System
A Diagnostics Lab That Stopped Losing Patients at Checkout
A leading Pakistani pathology lab network with 200+ collection points.
The challenge
The lab had built a strong physical presence but was losing repeat patients to competitors with smoother digital experiences. Patients had to call to book, wait at counters for reports, and chase staff for follow-ups.
The internal HMS was fragmented — billing, sample tracking, and reporting lived in three different tools that didn't talk to each other.
Leadership knew the problem. What they didn't know was where to start without disrupting the 50,000+ tests being processed every week.
Our approach — the ADAS framework in practice
Architect
Mapped the patient journey and back-of-house workflow across collection, lab floor, and reporting — before scoping any build. Identified the highest-impact moments to redesign first.
Deliver
Shipped a patient mobile app focused on book, track, and 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 of launch, the app was driving more than a third of all new bookings, and repeat bookings tripled. Front-desk call volume dropped sharply, freeing staff to actually serve in-branch patients. Report turnaround times improved across the network.
−54%
Report turnaround time
3×
Repeat bookings
−61%
Inbound call volume
37%
App-driven revenue share
Why it mattered
“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.”
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