Patient Payments
To adhere to client confidentiality policies, I am limited in what I can share publicly about this project and can only showcase non-proprietary details of the project and product.
Client
SaaS Company
Industry
Healthcare
Upgraded and redesigned the white-label patient apps to provide clarity when paying
This case study examines how the integration of statements into the payment process within the patient app enhances the user experience and accelerates payment collection for the practice.
Project Timeline
August - November 2024
My Role
Product Designer
- Skills / Methods
- Research and User testing
- Visual Design/ UI
- Prototyping
✏️ Design Process
Research to Understand
Beginning with an in-depth analysis of the patient app identifying key pain points in the payment process. This involved collecting information from support tickets and conducting interviews with various stakeholders, including the RCM (Revenue Cycle Management), Patient Experience, and Payments teams. These efforts helped validate assumptions and uncover the most effective ways to enhance the payment process for both patients and practices, adopting a cross-platform approach for seamless integration.
Insights & Personas Analysis
Pain points and interviews led to integrating statements into the payment process. This approach addressed the main Personas frustrations, especially the Front Desk and the patient, usually the source of many problems.
Prototyping and User Testing
Developing prototypes to test ideas, starting with internal stakeholders. This initial testing phase allowed me to iterate and refine the designs before conducting tests with final customers.
💎 Project Milestones
- Comprehensive Research Analysis:
Identified critical opportunities to enhance the product's user experience through in-depth analysis of research findings. - Iterative Design Process:
Incorporated ongoing stakeholder feedback to refine and optimize the solution, ensuring it met all key requirements. - Strategic Design Update:
Enhanced the client's integrated payments platform, driving increased patient payments while creating a more cohesive, patient-focused user experience. The update also streamlined workflows for Front Desk and Biller users, delivering improvements across multiple user roles.