From the Bench to the Backend: How LigoLab Turns Previous Lab Experience Into Chief Informatics Officer-Level Insight for Its Customers

At LigoLab, building advanced laboratory information systems (LIS software) has never been just about the technology; it has always been about engineering and supporting modern clinical and pathology lab software solutions backed by key personnel who've lived the life and fully understand the frenetic pace of medical lab environments.

Many LigoLab team members bring direct clinical and pathology lab experience to their roles. Whether they worked as accessioners, techs, or IT and LIS admins, their hands-on familiarity with lab operations has become a major differentiator that customers appreciate and value, because that's not the norm among other leading laboratory information system companies that are all about the LIS software but lack understanding, empathy, and genuine support for lab customers.

This unique insight into working in a lab enables the LigoLab team to deliver what amounts to Chief Informatics Officer-level guidance and strategic value to its laboratory customers. It enables the LIS company to move beyond traditional vendor roles and operate more like a strategic partner that understands the clinical, operational, and business realities of today’s labs.

With this valuable experience embedded across multiple departments, LigoLab helps its customers navigate complexity and make smarter decisions that positively impact their operations and medical laboratory profit.

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A Deep Understanding of the Lab Environment

Drew Taphorn (Support Department Team Lead)

Drew Taphorn is in his fourth year with LigoLab, having previously served as a lab information system administrator at a large, full-service independent lab. That role gave him a clear understanding of what matters most and how information systems and data management drive operational efficiency.

"One of the biggest advantages of coming from the lab is understanding its important role and how operations impact patient care," he said. "That perspective gives purpose to what we're doing. Every request we handle matters because it directly affects patient outcomes."

This depth of understanding isn't something you can learn from a manual; you earn it through experience. Taphorn's lab background allows him to guide newer engineers, helping them bridge the gap between technical knowledge and clinical context, a hallmark of CIO-level thinking.

Frank Lee (LIS System Implementation Project Manager)

Frank Lee, who has served for a decade at LigoLab, began his career as an accessioner and courier before rotating through roles in cytology, histology, and IT at Central Medical Laboratory and Western Pacific Medical Laboratory. Having worked across nearly every department of a pathology lab, from slide prep to instrument interfacing, he brings invaluable lab experience that allows him to communicate clearly with clients and provide realistic, data-informed implementation strategies with insight and empathy.

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Translating Experience into Strategy and Support

Katie Bowman (Application Support Engineer)

Katie Bowman, in her first year with LigoLab, began her 13-year lab career as an accessioner and molecular tech. Having worked with LigoLab as an end-user at Summit Pathology and UniPath (now Ariana Sciences), she brings an invaluable dual perspective that informs both technical solutions and strategic decisions.

"There's almost a language barrier between lab professionals and laboratory information system software teams," she said. "Having experienced both worlds helps me interpret what customers are saying and translate it into LigoLab’s medical laboratory solutions."

Allison Still (LIS System Product Manager)

Allison Still, in her fourth year with LigoLab and a former UniPath/Ariana Sciences employee with experience in molecular labs and IT, echoed that idea. Her seven years in a high-energy lab environment help connect customer concerns with the development team.

"Now that I get the developers' perspective, I can help both sides communicate better. When I was in the lab, I'd email support or developers and think, 'Why don't they understand my issue?' Now I can help translate that," she said.

Aaron Harris (Application Support Engineer)

Aaron Harris, who recently joined LigoLab, comes from the IT side of the lab world. At Avero Diagnostics (formerly Northwest Pathology), he worked directly with hospital systems for four years, learning workflows from the ground up. That experience gives him a unique perspective on support workflows and system optimization, enabling him to troubleshoot effectively and to anticipate with precision what clients need.

"Understanding workflows helps tie seemingly unrelated events together when supporting customers," he said. "It helps create a more complete vision of their goals."

This ability to bridge communication gaps and immediately translate lab needs into actionable outcomes in laboratory information system software is a primary example of what sets LigoLab apart from other LIS vendors.

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Training with Empathy and Clarity

Training plays a crucial role in the successful onboarding of the laboratory information system and effective data governance. Lee emphasized that training programs should be tailored to the unique workflows, responsibilities, and perspectives of laboratory professionals to maximize engagement and long-term success. 

"You can't just say 'Go do something.' You need to visualize how a tech at the bench thinks and communicates. That's how training becomes truly effective," he said.

A sentiment fully endorsed by Bowman.

"When I walk a customer through something, and they say, 'This is great, thank you so much,' it's a personal win. It feels good to educate and empower them," she said.

By designing training that mirrors real lab workflows and communication, LigoLab ensures that customers adopt and optimize the platform for effective data interpretation, a key role for any Chief Informatics Officer.

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Cultivating Growth, Confidence, and Leadership

Taphorn advanced into a leadership role by mentoring new engineers and helping shape training initiatives. He regularly works with team members to strengthen both technical expertise and clinical understanding, serving as a bridge between IT and laboratory operations so engineers can better support customer needs. 

His experience with compliance also adds unique value to the LigoLab team.

"I've gone through CAP audits and worked directly with compliance directors. Now, I help ensure our customer workflows stay aligned with the highest standards in lab accreditation," he said.

Lee added that his LIS system software implementation work is often made easier by his ability to anticipate what lab staff need without requiring lengthy explanations.

"I can visualize their bench while they're explaining things,” he said. “That saves time, builds trust, and avoids confusion."

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Empowering Clients Through Shared Experience

Bowman noted that LigoLab’s LIS model for support differs from what she experienced with other LIS software vendors. 

“This platform promotes customer learning. We empower labs to understand how to build rules, validate changes, and explore features safely in a training environment. It’s not just support - it’s education,” she said. 

Based on her experience with another LIS lab provider while at Unipath, Still immediately noticed a clear contrast in how LigoLab approached its customers and solutions. 

“When our lab acquired another lab that used a legacy LIS system, that legacy vendor never asked what we thought or tried to help us,” she said. Their support was okay, but there was no advisory board or feedback loop as we have at LigoLab.”

Harris agreed, noting that the ultimate reward is finding medical laboratory solutions for customers that help them succeed. 

“It’s satisfying to parse through a complex issue and arrive at a solution that meets the lab’s unique needs. It helps everyone grow,” he said. 

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Your Lab's Unofficial Chief Informatics Officer

LigoLab's commitment to hiring individuals with direct lab experience is a core part of the diagnostic lab software company's identity and its ability to serve as a true strategic partner.

These team members don’t just respond to tickets; they anticipate challenges, interpret complex workflows, and communicate with empathy. Their lab experience gives them credibility and strategic insight.

"We're not just LIS software experts," said Lee. "We're former lab professionals, and that makes a difference."

For labs seeking more than the typical customer-vendor relationship, LigoLab delivers on that promise every day.

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Explore the Future of Laboratory Informatics Today

Now's the time to discover how the all-in-one LigoLab Informatics Platform empowers laboratories with seamless integration, advanced automation, and scalable solutions, designed by lab professionals, for lab professionals.

Your lab deserves more than just another laboratory information system. It deserves a true partner.

Act Now: Speak with a LigoLab Specialist Today!

Frequently Asked Questions About LigoLab's Lab Experience Advantage

What makes LigoLab different from other laboratory information system companies?

Unlike many LIS vendors that focus solely on diagnostic lab software, LigoLab employs team members with direct, hands-on experience in clinical and anatomic pathology labs. It means customers receive support and guidance from people who have actually worked as accessioners, molecular techs, LIS admins, and IT professionals, enabling LigoLab to function as a true strategic partner rather than just another LIS software vendor.

What is meant by "Chief Informatics Officer-level guidance"?

A Chief Informatics Officer (CIO) bridges the gap between clinical operations and technology strategy. Because LigoLab's team members understand both lab workflows and LIS software, they can provide the kind of high-level, data-informed strategic insight that a lab's CIO would, helping customers make smarter decisions, improve efficiency, and align their operations with best practices.

How does LigoLab's lab experience benefit the implementation process?

Team members like Frank Lee, who spent nine years working across cytology, histology, and IT roles before joining LigoLab, can anticipate workflow needs, communicate in the language of lab professionals, and deliver implementation strategies that are realistic and grounded in how labs actually operate. It reduces confusion, builds trust, and shortens the time it takes to get up and running.

How does LigoLab handle training for new customers?

LigoLab designs training materials that mirror real lab workflows and communication styles. Rather than generic instruction, the goal is to empower lab staff to fully understand the platform, including how to build rules, validate changes, and safely explore features so that they can use it confidently and independently over time.

Does LigoLab have a feedback loop with its customers?

Yes. Unlike some legacy LIS vendors, LigoLab maintains an advisory board and an active customer feedback loop. It ensures that client concerns, suggestions, and real-world experiences directly influence platform development and support strategies.

Is LigoLab's experienced team involved in ongoing support, or just during implementation?

LigoLab's experienced team members support customers across the entire journey, from initial implementation and training through ongoing application support and troubleshooting.