Case Study

True Peaks: From Paper-Based Operations to a Secure, Data-Driven Platform

Project TypeClient Dashboard

Version(v1.0)

RoleAssistant UX Developer

PlatformWeb App

Tools Used

FigmaFigJamGitHubLLMSupabase

True Peaks booking platform dashboard and client portal

Project Overview

Quick context before the deep dive.

The Challenge

True Peaks is a drug/alcohol testing services company that relied on paper-based workflows for appointments and blood draws, which caused lost documents, inconsistent processes, and slow reporting that limited leadership's ability to manage performance and scale.

My Role

As the UX Researcher, I mapped end-to-end workflows across owner/admin/dispatcher roles, validated operational pain points, and translated them into requirements for a modern platform that centralized scheduling, a blood draw log (replacing manual file sorting with clickable agency records), real-time dashboards for volume and peak-hour insights, and one-click PDF generation/download for recordkeeping. As the Assistant UX Developer, I supported the implementation of core UI flows and reporting interactions while helping introduce a secure, compliant access pattern after discovering admins were emailing vulnerable PDFs—addressed through an authentication pipeline using officer-number verification and role-based permissions to protect sensitive data while preserving usability.

Outcome

The result was a scalable, data-driven system that eliminated manual entry, delivered instant reporting, improved recommendation accuracy, and enabled management of 40+ contracts online across multiple counties without increasing headcount.

40+

Contracts Managed Online

The Problem

As the UX Researcher, I found that True Peaks' core operations ran on a paper-based workflow for appointments and blood draws, which led to lost documents, inconsistent processing, and downstream customer satisfaction issues.

Reporting was also highly manual—stakeholders couldn't reliably see daily volume, peak hours, top agencies, or phlebotomist performance without time-consuming effort.

A separate (and urgent) risk surfaced during research: admin users were emailing PDFs containing sensitive information, creating a compliance/security exposure tied to CLIA expectations.

ProblemsSolutions

7+ nested sidebar sections with no clear starting point

4 role-based entry points on the home screen

Leadership transitions = lost context on progress

Prominent contact cards + status headers per jurisdiction

Can't distinguish blocker types for outreach

Structured blocker-type tagging + priority levels

Data scattered across PowerApps, Excel, email

Single dashboard with real-time metrics + funnel

Briefing leadership took 11+ minutes of prep

Click-to-drill metrics with trend indicators

Process & Approach

Step 01

Step 01 — Client Journey Mapping & Discovery

As part of the discovery phase, I created a client journey map to visualize the current experience, identify pain points, and uncover opportunities for improvement. This guided design decisions throughout the transformation project by mapping the end-to-end client journey from awareness through follow-up and reporting.

Journey Map Stages

Stage: Awareness — Client hears about the business through word-of-mouth or local ads. Pain Points: Low clarity on offerings. Opportunities: Provide clear service listings online.
Stage: Consideration — Client calls or visits to inquire. Pain Points: Inconsistent info sharing. Opportunities: Centralized info hub & FAQ on website.
Stage: Appointment Booking — Manual scheduling via phone or in person. Pain Points: Time-consuming, prone to errors. Opportunities: Online booking system with confirmations.
Stage: Intake Process — Manual form filling during visit. Pain Points: Data entry delays, repetitive questions. Opportunities: Digital intake forms with pre-fill options.
Stage: Service Delivery — Service provided as scheduled. Pain Points: Limited personalization. Opportunities: Use intake data to personalize services.
Stage: Follow-Up & Reporting — Reports prepared manually days later. Pain Points: Slow turnaround. Opportunities: Automated reporting & client portal access.

Client Journey Map showing stages from Awareness through Follow-Up & Reporting with current experience, pain points, customer emotions, and opportunities

Step 02

Step 02 — Solution: Modern, data-driven platform with secure access

Delivered a modern, data-driven platform that replaced paper processes with a centralized system: a blood draw tracking + reporting dashboard (showing volume by day and peak times), a clickable agency-based log to replace file sorting, and instant PDF generation/download for recordkeeping. To address compliance risk while maintaining usability, the solution introduced a secure authentication pipeline for sensitive data access (link-based access with officer-number verification) paired with a role-based permission hierarchy (Owner/Admin/Dispatcher), enabling controlled access and real-time operational visibility without slowing teams down.