Medical Claim Case Study

Empathy Map Based on User Interviews

User Feedback

"My info as a provider should populate, I shouldn't have to enter it every time" - JD (Texas)

"..should not have to fill out claims filling out every detail that is on a claim form already! my time is valuable. more chance of errors.." - MD (Florida)

"would love to be able to save and work on later when we maybe need to find attachments or walk away for a second." - LK (Indiana)

Design and Research Timeline

Early Stage Low Fidelity Wireframes (FigJam)

High Fidelity Prototype (Figma) - Video (60 sec)

Take Aways & Lessons Learned

In learning more about the high stress process of getting reimbursed for healthcare services, I realized how important and urgent it is to solve problems and ease pain points for those whose bottom-lines are directly impacted by this process.

I noted that when designing:

Every little bit counts.
At first, I was looking for the gigantic transformational changes that would revolutionize the way that users work, but there were still small battles that I needed to win before I could get there. Users need to first understand what is required of them in simple terms.

Flexibility is key.
Many different kinds of users want to work through their claims process in a way that makes sense to their own business. Allowing for flexibility in the workflow and the ability to save and return was important.

Progress is more important than perfection.
Many I went through many phases and iterations in the design process, because we were testing early and often. I had to take a step back from trying to make sure everything was perfect and lean into making sure our ideas were clear and understandable.