Understanding Blood Test Results: What Patients Really Need to Know 

When patients receive their blood test results, especially from at-home kits like those offered by LetsGetChecked, they’re not just looking for numbers. They’re looking for clarity, reassurance, and direction. Yet too often, what they receive are unexplained metrics, ambiguous labels and medical jargon that causes confusion rather than insight. 

As healthcare becomes increasingly digital and decentralised, it’s vital that health platforms don’t just deliver results but also understanding. Our extensive user research at LetsGetChecked revealed that improving how results are communicated can significantly enhance user satisfaction, reduce pressure on support services, and ultimately empower patients to take meaningful action. 

Patients Don’t Just Want Results — They Want Meaning 

We surveyed over 2,000 LetsGetChecked customers and conducted in-depth interviews to uncover the biggest friction points in the results experience. A clear pattern emerged: the manner in which results were explained was a major source of customer frustration and confusion. 

Key Insights 

1. Unclear Biomarker Roles 

Most patients don’t know what a biomarker is, let alone what it means when, for example, their CRP level is raised. They want to know: 

○ What does this marker measure? 

○ Why is it important? 

○ What affects its levels? 

○ What does this mean for me? 

2. Lack of Contextual Ranges 

While a result may be technically normal, users still worry. Is it on the high end? Low end? Just barely within range? Without personalised commentary, many users still felt concerned, even by results labelled as normal.

3. Desire for Personalised Guidance 

A result on its own does not empower users. What users truly need is a sense of what to do next: 

○ Should they change their diet? 

○ Begin taking supplements? 

○ Arrange an appointment with a GP? 

When such guidance is missing or unclear, patients are left to search online for answers or inundate support lines with questions. 

The Risks of Ambiguous Results 

These communication gaps don’t just undermine the user experience, they also lead to avoidable operational costs. Before launching our redesigned experience, LetsGetChecked received thousands of support queries about results that were clinically unremarkable but emotionally triggering due to poor explanation. 

Our analysis of 12 months of Trustpilot reviews found that over 40% of 1 to 3 star reviews mentioned confusion around test results. Customers weren’t angry about their health—they were upset about how the health information was conveyed. 

Bridging the Gap: How We Redesigned the Results Experience 

Armed with these insights, we led a collaborative redesign process involving designers, nurses, content strategists, and product managers. Our aim was to ensure that each result wasn’t merely displayed, but explained in a way that was clear, contextual, and actionable. 

1. Refined Biomarker Explanations 

  • Introduced concise, plain-language descriptions for each biomarker 

  • Explained what influences the marker, common causes of abnormal readings, and what the result might indicate 

  • Used relatable and non-technical terms where appropriate 

2. Contextual Ranges with Visual Indicators

  • Improved colour contrast on range bars showing whether a result is low, within range, or high and where the patient’s reading falls within that scale 

  • Where applicable, provided comparisons to typical population ranges 

3. Clear Next Steps and Natural Treatment Options 

  • For results outside the normal range, we added evidence-based lifestyle guidance such as changes to diet, sleep, or exercise 

  • Made it clear when to seek professional help versus when self-care might be sufficient 

4. Streamlined Clinical Support 

  • Provided visible options for booking a follow-up call or reviewing summaries of previous consultations 

  • Ensured phone numbers from the clinical team were identifiable, to reduce missed calls flagged as spam 

5. Improved Usability and Feature Discoverability 

  • Made biomarker names tappable, revealing more detailed information

  • Made downloadable reports easier to locate 

  • Clarified the steps for ordering replacement kits when needed 

Testing and Measuring Success 

We tested the redesigned results interface with 30 users, split into two groups for an A/B test, and evaluated task success, comprehension, and satisfaction. 

Results 

  • Users located the information they needed 63% faster with the updated interface

  • User ratings for understanding of results rose by 28% on a five-point scale

  • Support calls about normal results declined by 34%

  • Nurses reported fewer repetitive questions, allowing them to focus on more complex patient needs 

Trust scores remained consistently high across both versions, showing that users trusted the data but needed better interpretation and guidance. 

What This Tells Us About Patient Expectations 

From our research, several key principles emerged for delivering blood test results in a way that truly meets patient needs. 

1. Don’t Assume Clinical Literacy 

Even highly educated users often struggle with medical terminology. Results should be written for someone with no prior healthcare knowledge but with a strong interest in understanding their health. 

2. Present Results With Emotional Sensitivity 

Seeing an abnormal biomarker result can trigger real concern. Patients need more than numbers, they need meaning. Results should explain what the outcome is, how serious it might be, and what the recommended next steps are. 

3. Offer Clear, Tiered Action Paths 

Users want guidance on: 

  • Whether they can address the issue themselves 

  • If they should speak to a healthcare professional 

  • What any follow-up might involve in terms of time, cost, or effort 

Clear guidance reduces anxiety and improves health outcomes. 

4. Make Clinical Support Obvious and Accessible 

Ensure that support services—such as nurse consultations—are clearly presented within the results interface. Help should be readily available and contextual, not buried behind menus.

The Value of Research-Led Design in Healthcare 

This initiative at LetsGetChecked highlights the power of research-driven design. By deeply understanding user needs and pain points, we were able to improve user comprehension, reduce unnecessary support interactions, and better align with the company’s mission to empower individuals through convenient and private healthcare. 

Healthcare is inherently complex. Receiving and understanding results doesn’t have to be.

Final Thoughts 

As more healthcare shifts into the hands of consumers through digital tools and home testing kits, our responsibility is not simply to deliver results, but to deliver clarity. 

Blood test results are not just data points. For patients, they represent their current health, possible futures, and moments of vulnerability. Designing these experiences with empathy and insight is not only good UX, it is good healthcare.