Billing System

Overview

Created initial design of 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.

My Role

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.

Initial analysis

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.

Image of product flow

Existing platform task flow

Image of product optimization

Optimized version of existing platform

Then I conducted user interviews remotely observing how they interact with the existing platform through screen sharing.

platform analysis

The followings were some of the quotes that were gathered from the research:

  • “There are too much manual work”
  • “It just takes time to even start my actual work”
  • “If we send [a invoice] to wrong place, that’s HIPAA violence”
  • “Oh that document is in X …. that one is in our Y drive…. it will be in the folder Z”
  • “[Invoices] are depend on contracts and facilities”
  • “I have bunch of paper notes to remind myself”

Problems

I was able to drive key problems from research and grouped them in several areas.

  1. Manual work causing human errors
  2. Time constraints causing revenue loss
  3. System constaints causing workarounds
  4. Communication delays
  5. Dislocated documents
  6. Inconsistant contract types

Initial Solution Concepts

With our designers, we drived several solution concepts that linked with core problems:

  1. New workflows to allow faster starting point for users:
    • Interface for viewing items by dividing sections for urgent items and all items
    • Implemented auto filtering system to match each user type’s needs
  2. New forms for completing invoices with automation of data to reduce human errors
  3. Placement of documents for easier access
  4. New communication system for quicker responses

Design

With the lists of solution concepts, I created UX flow to see where the feature pieces would fit. Then, wireframed by flows to visualize the idea and conducted task-based usability testings.

Reflection and Learnings

Guiding users towards the goal

Through this project, I learnt that guiding users is very important aspect for the whole team. Especially when team is working directly with the users who are the clients loosing the focus towards the goal. Listening and understanding the user is different from taking all of what they want and put them on to the product backlog. Next time, we should be more decisive when finding "must haves" verses "nice to have" product features because there are limited time and budgets for projects but we also need to consider that sometimes "nice to have" can impact the whole user experience.

Thank you for reading my case study!

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