RCPAQAP

The Customer

The Royal College of Pathologists of Australasia Quality Assurance Programs (RCPAQAP) is a global leader in External Quality Assurance (EQA) for pathology laboratories, providing services in over 60 countries. Their programs test scientific labs to assess their quality and ensure service excellence. As RCPAQAP evolved, their work was becoming increasingly strategic as their scientists began reviewing trends, discussing diagnoses, supporting clinical research, and identifying which lab skills were most relevant to test as the field evolved.

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The Challenge

RCPAQAP needed to upgrade their online platform to simplify and accelerate the EQA online experience.. The existing system was inefficient, and customers expressed frustrations with the cumbersome process. The goal was to enhance the user experience, making it easier for customers to focus on their core tasks while still meeting critical quality standards.

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The Solution

Kilterset collaborated with RCPAQAP to redesign their EQA platform with a focus on customer needs. Through a user-centric design process, we identified that the main challenge was not with enrolment, as initially assumed, but with the reporting and review processes. We shifted our efforts to streamline these functions, ensuring that they were intuitive and efficient.

We developed a new reporting and quality review feature, using responsive design principles to create an accessible and user-friendly interface. Prototypes were created and tested with actual users, ensuring the final solution directly addressed their needs. By working in an agile framework, our team was able to iterate quickly, gather feedback, and refine the platform to meet RCPAQAP’s goals. The result was a significantly improved user experience, making it easier for labs to manage their accreditation process and collaborate online.

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What the Customer Said

[The customers] love it. They love that the new portal is modern, simple and easy to use, just what they need to free up more of their valuable time. No more filing cabinets or walking around to peers’ desks with paperwork. It should all be easily accessible to them online, simple, fast and easy.

– Archy Ramakumar, Senior UX Designer

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How We Can Help You

Kilterset specialises in transforming complex, outdated systems into streamlined, user-friendly platforms. Whether you’re looking to enhance user experience, simplify workflows, or improve digital services, we bring the expertise needed to deliver solutions that are scalable and tailored to your business needs. Our collaborative approach ensures that your project stays focused on delivering real value to your customers.

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