Large Healthcare (SaaS project)

Internal Claims Processing Redesign

Overview

Revitalized a large healthcare organization’s digital infrastructure to enhance patient experience, streamline operations, and integrate various health services, ultimately improving overall care delivery and operational efficiency.

Pain Points

– Claims processors needed to click through an exhaustive number of screens.
– Antiquated legacy systems which were difficult to maintain and learn.
– Training for new users was lengthy and workarounds were needed.

Goals

– Refresh the internal claims site to employ updated capabilities and eliminate user frustrations.
– Easy to use responsive website.
– Faster resolutions of calls to customer support.

Approach

– Focus on the claims processing flow to eliminate unnecessary clicking and decrease training.
– Facilitate a two-week workshop with 10+ stakeholders focusing on analyzing the current state.
– Determine which screens should be modernized, enhanced, consolidated, or eliminated.
– Produce templates, eliminate 569 screens.
– Provide user experience thought leadership.

Outcomes

– Eliminated 335 of 569 screens and created templates.
– Outlined the findings during a two week workshop with claims processing stakeholders.
– Created an exhaustive deck which defined functionality, navigation, and interaction models.

Agile Methodology

– Agile SAFe

Technology

– Salesforce, ServiceNow, and others

My Contributions

UX Architect: 10 months
Leadership

Successfully trained three team members in UX, enhancing the team's overall skill set and expertise. Championed UX principles in two transformative, project-wide Agile planning sessions, driving a significant shift towards a more user-centric approach in project development.
Strategy

Eliminated complexity to empower employees and customers by conducting deep analysis and ideation, which uncovered waste and delays within legacy systems. Translated insights into intuitive workflows, reducing the number of screens by 60%. The resulting integrated ecosystem simplifies, accelerates, and supports claims processing from inquiry through resolution.
Research

Surveys, interviews, card sorting, A/B testing, heuristic evaluations, user task analysis, As Is /To Be process flows, use cases, user personas
Design

Meticulously created over 20 end-to-end user flow diagrams, ensuring a seamless and intuitive user journey, and designed more than 180 prototypes with a special focus on crafting distinct, user-friendly dashboards tailored for both managers and non-managers, demonstrating a commitment to meeting diverse user needs and refining interfaces for an optimal experience.