Created a new platform to optimize a billing system for a healthcare company with understanding of the business and users goals.
Due to NDA, this case study will only reflect a few aspects of my design process.
I started as a sole designer and eventually got involved as a lead UX designer and project management associate in the team 3 designers, 7 developers (including a scrum master and a product owner) and 1 quality assurance engineer. I guided 2 other designers in this project from the reasearch to the execution of the initial design.
With no set requirements given to us, designing something to optimize the process was not a smooth road for all of us. In the beginning, I dived into analysing what does current system looked like with user task analysis and existing platform analysis. I found out there are 33 steps involved to just to send an invoice. Also, there were repetitive tasks that could be optimized.
Then I conducted user interviews and by remotely observing how they interact with the existing platform through screen sharing.
The followings were some of the quotes that were gathered from the research:
I was able to drive key problems from research and grouped them in several areas.
There were multiple solution concepts that linked with probelms that the billing department had:
As a designer, guiding my user is important. Especially when they are loosing the focus towards the goal. Listening and understanding user is different from taking all of what they want and put them on to the product. I learnt it is important to be decisive when finding "must haves" verses "nice to have" to prioritize the product features because there are limited time and budgets for projects but sometimes "nice to have" can impact the whole user experience.
If I were to continue with this project, I would change the process from "design -> feedback (and find requirement) -> iterate" to "define industry requirement -> design -> feedback" because without having the understanding of specific requirements in healthcare industry can cause many problems and delay the project.
Thank you for reading my case study!