Client:
Vaccine Research Laboratory
Role:
User Research, Service Design
Date:
2022
Overview
In March 2020, Montefiore Lab scientists found themselves on the frontlines of COVID-19 vaccine development, working to meet the urgent global demand for mRNA research. Over the next two years, they collaborated closely with the National Institute of Health, providing ModernaTX Labs with approximately 700 experiments worth of data for 13 major government and industry protocols that were essential in developing the life-saving vaccine.
As the lab faced growing challenges due to its strained systems, design was brought in to help transform the way staff interacted with technology and workflows.
The National Institute of Allergy and Infectious Diseases (NIAID) recognized these critical contributions in a letter from Dr. Anthony Fauci in which he states —
The Process
We began with a discovery phase to gain a deep understanding of the lab’s challenges. By conducting observations and one-on-one interviews, we identified not only technical issues but also emotional and organizational factors affecting staff. This allowed us to take an empathetic approach in crafting solutions.
Observing real world workflows
We spent significant time observing real-world workflows within the lab to understand how staff interacted with existing systems and technology. This hands-on observation allowed us to capture the nuances of daily tasks, from data collection to collaborative work, and identify the inefficiencies and frustrations that weren’t immediately apparent in interviews.
Surveys
In addition to observations, we conducted surveys to gather quantitative data on staff experiences, satisfaction, and pain points. These surveys provided a broader perspective on the issues facing the lab, allowing us to identify trends and patterns that helped validate our findings.
The Insights
Key Themes that Shaped Our Solutions
The physical workspace was disorganized and stressful, contributing to inefficiency and burnout.
Outdated technology and fragmented systems slowed down work, leaving staff feeling out of control.
A lack of clear career development paths led to lower morale and retention challenges.
An overwhelming workload, unevenly distributed, contributed to exhaustion and a lack of autonomy.
The Outcome
Real Change, Real Impact: Culture and Compliance Transformed
The research report and structural assessment we delivered effectively identified systemic deficiencies contributing to the lab's heightened regulatory risks. By introducing human-centered design principles, we helped the lab recognize the value of divergent thinking, ambiguity, and empathy—concepts that were initially at odds with their traditional, data-driven culture.
Additionally, we proposed several suggestions to facilitate cultural shifts within the lab. These were implemented across both administrative and technical staff, leading to immediate and positive changes. Employees expressed relief and gratitude for the improvements, and there was a newfound eagerness to restructure workflows and improve collaboration.