Industry: Healthcare
Role: Sr. UX Designer (For Futuredraft)
Deliverables: Journey Maps, Wires, Visual Designs, User Research
Onboarding Journey Map
MEDICAL
INVOICING
An end to end service for issuing and tracking invoices and EOBs
Challenge
Change Healthcare is one of the largest medical billing services in the US. Each day, they compile and print millions of invoices and explanations of benefits for hospitals and insurance companies all around the country. Historically, they've relied on a series of apps and workflows to manage this process. Change Healthcare contracted Futuredraft to design a single, master online service for managing the entire process from invoice submission to processed payment.
Task maps - Subjourneys…
Engagement
We researched key customers and users in Dallas, San Francisco, Seattle, Nashville and Atlanta, and conducted contextual inquiry and stakeholder reviews with managers and users responsible for invoice creation, EOB generation, and accounts receivable. I joined the research delegation for the Dallas and SF engagement. We sought to understand use cases, needs and workflow, from which we created a series of service blueprints and user personas to clarify who a picture of our users, their journeys, and their needs and pain points.
Through a series of cocreation exercises with stakeholders, we developed sketches, wireframes, visual designs & logic models that supported the tasks and user journeys we identified during our research activities.
State machine definition for primary and secondary action buttons.
Rules for visibility of ancillary action buttons.
Delivery
We assembled the visual designs into a set of Invision prototypes that represented each of the key flows, which we then validated with our customers and users. We iteratively modified the design throughout the process in order to improve discoverability of key functionality. A partial set of the onboarding wires appears below.
Karen Mason, head of User Research at CHC, lead the user research portion of the project. Dave Guido, Sr. UX Designer, led the design engagement on behalf of Futuredraft. Jeff Ettenhoffer supplied additional wires and visual designs for the onboarding section. Rick Starbuck, Change Healthcare's Chief Digital Officer, and Susan Cheung, CHC's SVP of Product, participated regularly in our design workshops and provided strategic guidance throughout.
The service is currently in development.
