Field-Ready Video Learning for a Diagnostics Field Force
Snapshot
Four live-action videos that taught a lab chain's franchise collection centers to run a place people trust: clean, well-run, good with doctors, and good at the customer's door. These were shot with actors at a working collection center, set up for each scene with the owner's cooperation, then served on the client's LMS for staff watching on phones in the field.
Client | A national diagnostics lab chain in India (name withheld) |
Learners | Collection-center (CC) owners and their phlebotomists, plus the lab's sales executives who work alongside them |
Format | Four scripted videos, 8 to 13.5 minutes each (about 47 minutes in all); Hindi dialogue, English on-screen tips |
Delivery | Client LMS, on mobile and laptop |
Year | 2023 |
My role |
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The problem and the change we were after
Partner centers were losing customers and doctor referrals to rival centers nearby. The cause wasn't price or test quality. It was everyday behavior: at the counter, in the collection room, on the phone with doctors, and at the customer's front door.
The big shift the series aimed for: from "I run a counter that takes samples" to "I run a local healthcare business that earns trust." Each video takes one slice of that.
Video | Before | After |
1. Hygiene and grooming | Dirty center, no gloves | Clean center, safe sample collection |
2. Working with sales | Doctors' requests ignored | Doctors served fast, visited jointly |
3. Promotion and camps | Promotion dropped or disregarded | Owner promotes, plans, follows up |
4. Home collection | Rude, careless phlebotomist | Polite phlebotomist who suggests the right package |
What stood in the way
This was a habits-and-mindset problem, not a knowledge gap. Most owners and phlebotomists knew the rules. The field team's real stories, which went straight into the scripts, show why the rules weren't followed:
New owners had no playbook for running a business
Owners saw offers and promotion as lost income
Owners handed off tasks and never checked them
Owners treated doctors' requests as favors, not business
Phlebos could draw blood but lacked people skills
Field staff were always moving, out of training's reach
Design decisions
Scripted drama with actors, built on one repeatable pattern: show it going wrong, make the viewer judge it, then show it done right.
Every video shows the wrong way, asks the viewer, then shows the right way.
Live action shows how staff look, sound and act with real people.
The wrong way plays out through the customer's eyes.
The host is a fellow phlebotomist, not a manager.
One recurring cast makes the series feel like one story.
The host asks viewers to judge before showing the fix.
On-screen tips appear as each behavior happens, then in a summary.
Hindi dialogue matches how owners, phlebotomists and customers talk.
Phone calls are shot split-screen, the way the work happens.
Real prices make the right move easy to copy.
Each video fits one sitting on a phone.
From script to set
The scripts were written for a full crew to shoot from.
Each script opened with shoot notes: locations, scenes, cast, attire and props.
Scenes were shot at a working collection center, set up messy, then organized.
Shot division sheets gave one tab per set-up and one row per line, so each location was shot in one go.
Delivery
The finished videos went on the client's LMS, playable on laptops at the center and on phones for phlebotomists and sales staff out in the field. One video, one sitting, whenever there was a gap.
